Job summary
An exciting opportunity has arisen to join our established and friendly Outpatient Booking Team at the Royal United Hospital in Bath. If you have great customer service, excellent interpersonal and organizational skills this could be the role for you! You will be part of the team booking and rescheduling department specific Outpatient appointments, as well as other administrative tasks including needed to ensure patients experience high quality care at this first stage of their pathway and the suspected cancer 2ww pathway.
Our ideal candidate will be flexible, adaptable and able to work well under pressure. You would be required to work alongside the other members of the Clinic Co-ordinator team, all other colleagues within the department and colleagues at various levels in specific areas across the trust. We are looking for someone who can provide a professional, compassionate and comprehensive service to our patients. Experience of managing your own workload efficiently and excellent attention to detail would be highly beneficial. Alongside previous customer service experience.
If you think you have the qualities to fill this post then we would like to hear from you. Training and support will be given to the successful candidate.
Main duties of the job
The post holder will work within the Trust's Outpatient Booking Centre, providing essential support in relation to outpatient booking services.
The post holder will manage and operate the partial or full-booking process for identified outpatient specialties, ensuring patients booked into appointments within local, regional and national outpatient access targets including RTT.
About us
At the RUH we're proud to put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone's contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks - celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We've even got a pool!
We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we're providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.
Job description
Job responsibilities
Please find attached to the vacancy a detailed person specification and job description for further information about this role.
Job description
Job responsibilities
Please find attached to the vacancy a detailed person specification and job description for further information about this role.
Person Specification
Qualifications
Essential
- Educated to an acceptable standard i.e GCSE level including grade c or above in Maths and English
- Computer literate - experience of MS office programmes, including Word, Excel and Outlook
Knowledge & Experience
Essential
- A minimum of 1 years recent experience working in a customer/patient focused environment
- Experience of dealing with public by telephone
- Demonstrable ability to work effectively as a team member
- Understand the importance of confidentiality
Desirable
- Previous experience in a healthcare environment
- Knowledge of medical terminology
- Understanding of NHS access targets
values
Essential
- Values and respects others, treats everyone as an individual, is non-judgemental
- Motivated to be genuinely kind and caring
- Helps and co-operates with colleagues
- Pro-active and takes responsibility
- Willing to learn, open to change
- Motivated to make a difference in whatever way they can
- Takes pride in themselves, their appearance, their role and where they work.
specific skills
Essential
- Computer literate - experience of MS office programmes, including Word, Excel and Outlook
- Polite and professional telephone manner
- Personal organisational skills
- Ability to communicate sensitively at all levels with patients, relatives and all staff including clinicians, this involves using diplomacy and tact.
- Able to work calmly under pressure
- An effective team player
Desirable
- Knowledge of Millennium
- knowledge of ERS (Choose and Book)
Physical Skills & Effort Emotional Effort
Essential
- Physical dexterity required for basic keyboard skills and handling of letters/documents
- Required to maintain concentration for long periods
- To deal sensitively with anguished and distressed patients, and their relatives, mainly by phone and on occasions in person.
- Has to contact patients to tell them that their admissions have been postponed.
- Ability to remain impartial and non-judgemental during conflict of sensitivity, stress and conflict.
Requirements due to Working Environment
Essential
- Required to spend a considerable period of a working day sitting in front of a PC
- Flexible approach towards role
Person Specification
Qualifications
Essential
- Educated to an acceptable standard i.e GCSE level including grade c or above in Maths and English
- Computer literate - experience of MS office programmes, including Word, Excel and Outlook
Knowledge & Experience
Essential
- A minimum of 1 years recent experience working in a customer/patient focused environment
- Experience of dealing with public by telephone
- Demonstrable ability to work effectively as a team member
- Understand the importance of confidentiality
Desirable
- Previous experience in a healthcare environment
- Knowledge of medical terminology
- Understanding of NHS access targets
values
Essential
- Values and respects others, treats everyone as an individual, is non-judgemental
- Motivated to be genuinely kind and caring
- Helps and co-operates with colleagues
- Pro-active and takes responsibility
- Willing to learn, open to change
- Motivated to make a difference in whatever way they can
- Takes pride in themselves, their appearance, their role and where they work.
specific skills
Essential
- Computer literate - experience of MS office programmes, including Word, Excel and Outlook
- Polite and professional telephone manner
- Personal organisational skills
- Ability to communicate sensitively at all levels with patients, relatives and all staff including clinicians, this involves using diplomacy and tact.
- Able to work calmly under pressure
- An effective team player
Desirable
- Knowledge of Millennium
- knowledge of ERS (Choose and Book)
Physical Skills & Effort Emotional Effort
Essential
- Physical dexterity required for basic keyboard skills and handling of letters/documents
- Required to maintain concentration for long periods
- To deal sensitively with anguished and distressed patients, and their relatives, mainly by phone and on occasions in person.
- Has to contact patients to tell them that their admissions have been postponed.
- Ability to remain impartial and non-judgemental during conflict of sensitivity, stress and conflict.
Requirements due to Working Environment
Essential
- Required to spend a considerable period of a working day sitting in front of a PC
- Flexible approach towards role
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
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).
