Booking Clerk/Receptionist - Patient Access Centre

Job summary

Our Booking Clerk/Receptionist will come under the direct supervision of the Patient Access Centre (PAC) Supervisor. They will have no budgetary responsibility within the role.

You will provide efficient administration in all aspects of patient appointment booking and also patient facing reception cover and all associated tasks, across multiple specialties with strict adherence and compliance to the Trust's Patient Access Policy.

You will ensure that patients are treated with courtesy, dignity andrespect.

Main duties of the job

o Handling inbound callso Making outbound callso Checking patients in for Outpatient appointmentso Booking, cancelling and rearranging Outpatient appointmentso Management of patient notes (tracering, requesting, etc.)Setting up ofclinics (including printing additional attendance lists)o Associated administration tasks (completing outcomes, etc.)o Maintaining a high standard of customer serviceo Use of hospital systems to effectively support the management of the patient journeyo Managing clinic capacityo Managing pending lists and wait timeso Managing spreadsheets as requiredo Processing new referrals from external and internal sourceso Liaising with colleagues at all levels to ensure the patient journey is smootho Work in accordance with the Trust policies at all timeso Work in accordance with and always uphold the Trust Values

About us

The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT).

The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology. We also cover a wide remit of reception areas for the Acute and Community hospitals, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT andPaignton Health and Wellbeing Centre.

The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year

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