Job summary
The Therapies Outpatient services are working hard to ensure that we put patient care and their rehabilitation at the heart of everything we do. We are on an exciting improvement journey and can offer you a rewarding, flexible and supportive role in assisting with the delivery and provision of a full range of rehabilitation services within East Kent.
We are currently recruiting into an exciting administration position working amongst some of the many outpatient therapies services, including Physiotherapy and Occupational Therapy. You will have an opportunity to work amongst the administration team providing an efficient and streamlined service for patients.
Main duties of the job
The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking and administrative service to patients for the Therapies Department across East Kent. You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues.
This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust.
The role will ensure all clinics are utilised Trust wide within the different sub-specialities, escalating capacity and demand issues on a daily basis using a range of information reports. A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users.
Within Therapies customer service is the focus of all tasks, providing a high-quality service to all patients, relatives, staff and visitors to the Therapies department in a professional, courteous, respectful and confidential manner.
About us
We are one of the largest hospital trusts in England, with three acute hospitals and community sites serving a local population of around 700,000.We also provide specialist services for Kent and Medway.
We care about our patients and our people. We are focused on providing outstanding, safe patient care, and a positive working culture that benefits staff and patients alike. With our emphasis on staff training and development, a staff support scheme that's second to none, and a healthy package of benefits, it's easy to put down roots in East Kent Hospitals.
We offer a full package of benefits, including a car lease scheme; on-site childcare; generous annual leave in line with NHS terms and conditions; high street and public transport discounts; a 24/7 staff support service - and the little things that make life easier, like on-site Amazon lockers and fresh fruit and veg stalls.
Job description
Job responsibilities
- Communication/Patient Experience:
- Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.
- Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.
- Assisting recording and responding to patient needs such as Interrupter services via email to support AIS (Accessible Information Standard).
- Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.
- Working in a person-centred way with all members of the healthcare team.
- Planning & Organisation:
- Preparing clinical records for clinics.
- Liaising with Transport Services for patients as and when required.
- Updating PAS system for the purpose of recording all patient activity and patient personal data.
- Assisting with enquiries from clinical teams.
- To monitor the progression of any orders for equipment, both medical and non medical, and staff training and respond quickly to resolve any issues in their delivery.
- Progression of Patient Pathway:
- To support the Trust in achieving both National and local NHS standards including the 18-week RTT by booking in accordance to the relevant sub-specialities within Therapies. All referrals and appointments must be booked accurately in line with Standard Operating Procedures and agreed with the patient to adhere to the Patient Access Policy.
- Ensuring all DNAs are discharged or re-appointed, as directed by the clinician in accordance with Patient Access Policy.
- To identify private, overseas and inter-provider patient referral and follow procedures in place.
- To assist in ensuring all clinic outcome forms are cached up in line with the Trust Policy.
- Personal Development:
- Develop and maintain a competency folder.
- Give feedback on any study days attended to enable sharing of knowledge.
- Participate in an annual performance review with relevant updates and to follow a personal development plan as agreed with line-manager.
- Undertake all mandatory training.
Job description
Job responsibilities
- Communication/Patient Experience:
- Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.
- Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.
- Assisting recording and responding to patient needs such as Interrupter services via email to support AIS (Accessible Information Standard).
- Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.
- Working in a person-centred way with all members of the healthcare team.
- Planning & Organisation:
- Preparing clinical records for clinics.
- Liaising with Transport Services for patients as and when required.
- Updating PAS system for the purpose of recording all patient activity and patient personal data.
- Assisting with enquiries from clinical teams.
- To monitor the progression of any orders for equipment, both medical and non medical, and staff training and respond quickly to resolve any issues in their delivery.
- Progression of Patient Pathway:
- To support the Trust in achieving both National and local NHS standards including the 18-week RTT by booking in accordance to the relevant sub-specialities within Therapies. All referrals and appointments must be booked accurately in line with Standard Operating Procedures and agreed with the patient to adhere to the Patient Access Policy.
- Ensuring all DNAs are discharged or re-appointed, as directed by the clinician in accordance with Patient Access Policy.
- To identify private, overseas and inter-provider patient referral and follow procedures in place.
- To assist in ensuring all clinic outcome forms are cached up in line with the Trust Policy.
- Personal Development:
- Develop and maintain a competency folder.
- Give feedback on any study days attended to enable sharing of knowledge.
- Participate in an annual performance review with relevant updates and to follow a personal development plan as agreed with line-manager.
- Undertake all mandatory training.
Person Specification
Experience
Essential
- Experience in a customer focused role dealing with the public both on the telephone or/and in person.
- Clerical/Administrative experience.
Desirable
- Previous NHS experience.
- Experience of using a Patient Administration System (PAS).
- Previous procurement or stock management experience
Skills
Essential
- Ability to effectively communicate with patients, colleagues and all service users, both written and verbally.
- Ability to work under pressure and meet deadlines whilst maintaining a high standard of accuracy and attention to detail.
- Confidence to handle difficult conversations with patients, staff, relatives and carers whilst maintain a high level of customer service.
- Good keyboard skills.
- Ability to work effectively in a busy team, adjust to change and motivate others.
- Ability to prioritise and organise own workload.
Desirable
- Working knowledge of Outpatient booking procedures and NHS standards.
- Desire to learn new skills.
Knowledge
Essential
- Knowledge of IT skills and a variety of software packages.
Desirable
Qualifications
Essential
- Good level of education including Maths and English Language qualifications GCSE grade C above.
Desirable
- Willing to learn and work towards further qualification.
Other Requirements
Essential
- To be aware of and adhere to the Trust We Care Values
- Respecting each other working as part of a team
- Flexibility
Person Specification
Experience
Essential
- Experience in a customer focused role dealing with the public both on the telephone or/and in person.
- Clerical/Administrative experience.
Desirable
- Previous NHS experience.
- Experience of using a Patient Administration System (PAS).
- Previous procurement or stock management experience
Skills
Essential
- Ability to effectively communicate with patients, colleagues and all service users, both written and verbally.
- Ability to work under pressure and meet deadlines whilst maintaining a high standard of accuracy and attention to detail.
- Confidence to handle difficult conversations with patients, staff, relatives and carers whilst maintain a high level of customer service.
- Good keyboard skills.
- Ability to work effectively in a busy team, adjust to change and motivate others.
- Ability to prioritise and organise own workload.
Desirable
- Working knowledge of Outpatient booking procedures and NHS standards.
- Desire to learn new skills.
Knowledge
Essential
- Knowledge of IT skills and a variety of software packages.
Desirable
Qualifications
Essential
- Good level of education including Maths and English Language qualifications GCSE grade C above.
Desirable
- Willing to learn and work towards further qualification.
Other Requirements
Essential
- To be aware of and adhere to the Trust We Care Values
- Respecting each other working as part of a team
- Flexibility
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
