Central Appointments Coordinator

Job description

Job responsibilities

This is a key role in assisting the Central Appointments Manager to effectively manage the Central Appointments Service and achieve high standards within the Department. You will have the freedom to be innovative and you will have the opportunity to greatly influence the service provided to our patients.

The post involves managing staff in the Central Appointments Department at The Greenhouse, Stanley. It is envisaged that you will also spend time working with the team based at Darlington Memorial Hospital.

You will liaise closely with Consultant medical staff, Senior Managers, Secretarial and other key staff and ensure that their requests are met wherever possible.

It is essential that you are interested in ensuring patient satisfaction.

You will be responsible for the line management of staff based in the Central Appointments Booking Team. You will ensure all departmental processes are adhered to and deadlines are met.

ESSENTIAL KNOWLEDGE, QUALIFICATIONS, SKILLS, AND EXPERIENCE REQUIRED

See person specification for full details

MAIN DUTIES AND RESPONSIBILITIES

Supervision and day to day management of staff working in the Central Appointments Office.

Selection and recruitment of staff to the Central Appointments Office as necessary.

Training and induction of new members of staff employed in the Central Appointments Department.

Ensuring that staff inputting data to EPR have received adequate training and that the mechanisms are in place to check data quality.

Ensuring that the quality of data held on EPR is validated on a regular basis.

Maintenance of personnel files including holiday rotas and recording and monitoring staff sickness.

Carry out staff appraisals and wellbeing conversations in line with Trust guidance

Monitoring of Out Patient waiting list reports on a weekly basis to ensure that patients are being booked appropriately to the Trusts waiting time objective and identify any potential breaches to the Service Managers/Patient Booking Manager

Liaise closely with key staff including Consultant Medical Staff, Medical Secretaries, and Service Managers as necessary.

Update procedures to ensure outpatient waiting lists are managed effectively in accordance with latest guidance.

Ensuring all policies, procedures and standards for the Central Appointments Office are adhered to and updated on a regular basis.

Ensure Out Patient clinics are fully utilized and if unable to do so to report to Service Manager and Patient Booking Manager

Ensure all out patient appointments are made within agreed time scales and in accordance with Waiting List Policy.

Carry out audits to ensure all policies and procedures are adhered to.

Ensure outpatient waiting list validation is carried out on an on-going basis.

Ensure patients are managed in accordance with the Trusts Booking Policy.

Liaise closely with patients by telephone and ensure that all patients are dealt with courteously and promptly.

Ensure the Stationery Ordering is managed effectively.

Ensure all deadlines are met within the department.

Undertake any other duties, appropriate to the grade at the request of the Central Appointments Manager.

COMMUNICATIONS AND WORKING RELATIONSHIPS

You will be able to liaise with all Trust personnel to ensure efficient clinic management.

You will communicate with patients via the telephone to ensure a quality customer service.

Liaise with external stakeholders to influence the decision making process in line with legislation and ensuring they are effectively implemented into the organisation

MANAGEMENT AND SUPERVISORY POSTS

All managerial and supervisory posts are expected to follow the principles of being a Great Line Manager and specifically be aware of, understand, and apply fair employment policies/practices, and equality and diversity principles and legal obligations. Commit to developing staff preferences, promoting flexible working arrangements, and encourage change of working practice following major life changing events.

All managerial and supervisory posts will ensure compliance with Trust policies and procedures and clinical guidelines.

All managerial and supervisory posts must ensure staff have equal access to career progression and are appraised annually and have a PDP.

HEALTH AND SAFETY RESPONSIBILITY/RISK MANAGEMENT

It is the responsibility of the individual to work in compliance with all current health and safety legislation and the Trusts Health and Safety Policy and to attend any training requirements both statutory and mandatory in line with the Trusts legal responsibility to comply with the Health and Safety and Welfare at Work Act 1974.

It is a standard element of the role and responsibility of all staff of the Trust that they fulfil a proactive role towards the management of risk in all of their actions. Members of staff are responsible for adherence to all Trust policies for the safety of themselves, staff and patients at work

INFECTION CONTROL

It is the responsibility of all individuals to comply with infection control policies and to attend any appropriate training requirements in line with the Trust's responsibility to comply with Government Directives.

SUSTAINABILITY

The Trust works in partnership with the NHS Sustainability Unit and Carbon Trust to achieve and exceed carbon reduction targets

Person Specification

Qualifications

Essential

• Educated to Diploma standard or NVQ Level 4 in Business Administration or equivalent experience
• Knowledge of NHS Patient Administration Systems

Experience

Essential

• Supervisory/management experience
• Outpatient Waiting List Management
• Experience of Microsoft Office Applications
• Knowledge of NHS Patient Administration Systems

Desirable

• NHS Experience

Special Requirements

Essential

• Good interpersonal and organisational skills
• Good influencing and motivating skills
• Excellent Negotiating skills
• Professional, approachable and friendly
• Ability to maintain strict confidentiality
• Willing to undertake any training required for the post
• Ability to travel independently across Trust sites

Desirable

• Self Reliance
• Is able to show knowledge and understanding of promoting care, compassion, competence, communication, courage and commitment within their role

Special Skills and Knowledge

Essential

• Knowledge of 18 week referral to treatment.
• Knowledge of Overseas Visitor Charging Regulations and the legal requirements, providing advice and guidance within a health care setting.
• Ability to work under pressure
• Ability to prioritise
• Attention to detail

Desirable

• Knowledge of PAS
• Microsoft Office Skills
• Knowledge of Private Patients

Certificate of Sponsorship

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).

Employer details

Employer name

County Durham & Darlington NHS Foundation Trust

Address

The Greenhouse

Amos Drive, Greencroft Industrial Estate, Annfield Plain

Stanley

Co. Durham

DH9 7XN

Employer's website

https://www.cddft.nhs.uk/ (Opens in a new tab)