Job summary
An exciting opportunity has arisen for an Appointments
Administrator to join the Central Appointments team at The Greenhouse, Annfield
Plain, County Durham working 37.5 hours per week.
We are looking for an enthusiastic, pro-active person to
assist in delivering an efficient, patient focused service within the Central
Appointments Department. This role is within a call centre environment taking
in excess of 500 calls per day.
You will assist in carrying out all administrative tasks
within the departments main office, including logging referral letters onto
the Patient Administrative System, arranging outpatient appointments and
managing responsibilities in relation to the e-RS national booking system as
well as answering telephone calls.
The post is for 37.5 hours per week Monday -
Friday with some Hybrid working included
Main duties of the job
You will be responsible for logging outpatient referrals onto the Patient Administration System, inviting patients to contact the department or telephoning patients to arrange an appointment, ensuring that all appointments are booked in accordance within Trust timescales and manage administrative tasks associated with appointments booked via the national e-RS booking system.You will also book review appointments as requested.
The ability to work under pressure is essential both individually and as part of a team is important to ensure that deadlines are met. Good organisational and interpersonal skills are essential in order to be able to achieve this.
Excellent customer service skills are essential for this role.
Candidates must be interested in ensuring patient satisfaction, a good telephone manner and be flexible in hours of work.A high level of accuracy and a conscientious approach is essential along with the ability to work effectively within a team.
Previous Applicants Need Not Apply
Interviews to be held on 11th April 2025.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary, If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post.
Full Job Descriptions can be found in the adverts supporting documents
Over reliance on
AI-generated content is discouraged and may diminish the applicant's chances of
success
Job description
Job responsibilities
Processing all new patients on Patient Administration
Systems where the patient has not attended clinic and require a further
appointment. Consideration needs to be given as to whether a safeguarding issue
should be raised for paediatrics or vulnerable patients who have been unable to
access their appointment. Prompt rebooking must take place for all paediatrics
and elderly patients within trust guidelines.
Responsible for data quality when updating patient
demographics, next of kin, adding referrals, extracting and producing
information (including information to patients) in the Trust across all of the
Patient Administration Systems
Maintaining information across multiple complex computer
systems, including Microsoft packages, shared drives, EPR , e-referral System,
and NHS Spine Portal. Providing support and guidance to GP surgeries,
secretaries and consultants on booking queries. Managing multiple systems is
complex and attention to detail is essential to ensure accuracy. Adhering to
Confidentiality and Data Protection Policies is vital
Deal with sensitive and confidential information in a calm
and professional manner adhering to both internal and national guidelines. When
taking calls, you may have to provide sensitive, confidential and complex
information to patients and or their carers often in response to invitations
sent by the department. Appointments must be booked sensitively, with an
empathetic manner, reassuring any distressed or confused patients. Highlight
appropriate contacts if patients require further medical information which is
not in our remit to share
Treat everyone with respect and dignity. Help patients to
overcome any boundaries that may prevent them from attending appointments.
Provide information regarding transport, wheelchair availability, portering
services and interpreting services. Provide communications in a range of
formats including large print or braille. Adjust communication techniques
supporting those that cannot read, or do not understand or are scared about
their appointment. Book interpreters if necessary and ensure patients are aware
using the correct communication tools. Where a patient is not responding, the
GP may need to be contacted by the Appointments Administrator to ask for their
assistance in contacting the patient
Autonomously organise and prioritise your own workload
according to the variable demands of the specialties and the department,
adjusting the priorities throughout the day as further work is emailed in to
the department or when processing more complex bookings and dealing with both
internal and external calls. Liaise with consultants to advise of any issues
around slot booking and overbooking of clinics where guidance has not already
been provided. Processing all new patients on Patient Administration Systems
where the patient has not attended clinic but need a further appointment.
To have a flexible approach to the departments
demands and to assist where appropriate in the provision of cover for other
colleagues and departments during emergencies, sickness and holidays
Job description
Job responsibilities
Processing all new patients on Patient Administration
Systems where the patient has not attended clinic and require a further
appointment. Consideration needs to be given as to whether a safeguarding issue
should be raised for paediatrics or vulnerable patients who have been unable to
access their appointment. Prompt rebooking must take place for all paediatrics
and elderly patients within trust guidelines.
Responsible for data quality when updating patient
demographics, next of kin, adding referrals, extracting and producing
information (including information to patients) in the Trust across all of the
Patient Administration Systems
Maintaining information across multiple complex computer
systems, including Microsoft packages, shared drives, EPR , e-referral System,
and NHS Spine Portal. Providing support and guidance to GP surgeries,
secretaries and consultants on booking queries. Managing multiple systems is
complex and attention to detail is essential to ensure accuracy. Adhering to
Confidentiality and Data Protection Policies is vital
Deal with sensitive and confidential information in a calm
and professional manner adhering to both internal and national guidelines. When
taking calls, you may have to provide sensitive, confidential and complex
information to patients and or their carers often in response to invitations
sent by the department. Appointments must be booked sensitively, with an
empathetic manner, reassuring any distressed or confused patients. Highlight
appropriate contacts if patients require further medical information which is
not in our remit to share
Treat everyone with respect and dignity. Help patients to
overcome any boundaries that may prevent them from attending appointments.
Provide information regarding transport, wheelchair availability, portering
services and interpreting services. Provide communications in a range of
formats including large print or braille. Adjust communication techniques
supporting those that cannot read, or do not understand or are scared about
their appointment. Book interpreters if necessary and ensure patients are aware
using the correct communication tools. Where a patient is not responding, the
GP may need to be contacted by the Appointments Administrator to ask for their
assistance in contacting the patient
Autonomously organise and prioritise your own workload
according to the variable demands of the specialties and the department,
adjusting the priorities throughout the day as further work is emailed in to
the department or when processing more complex bookings and dealing with both
internal and external calls. Liaise with consultants to advise of any issues
around slot booking and overbooking of clinics where guidance has not already
been provided. Processing all new patients on Patient Administration Systems
where the patient has not attended clinic but need a further appointment.
To have a flexible approach to the departments
demands and to assist where appropriate in the provision of cover for other
colleagues and departments during emergencies, sickness and holidays
Person Specification
Experience
Essential
- Working in a busy office Environment
Desirable
- NHS Experience
- Call Centre experience
- Booking appoointments using a computer system
Qualifications
Essential
- 2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care or relevant experience
Special Requirements
Essential
- Good interpersonal skills
- Approachable and friendly
- Ability to maintain strict confidentiality
- Willing to undertake any training required for the post
Desirable
Special Skills and Knowledge
Essential
- Knowledge of the 18 week Referral to Treatment
- Able to effectively organise and prioritse workload and meet departmental standards, timescales and deadlines.
- Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face.
- Ability to handle sensitive information, communicating in a sensitive and compassionate manner.
- Interested in ensuring patient satisfaction
- Able to work effectively as a team and autonomously with minimal supervision.
- Excellent Organisational skills and ability to prioritise.
- Ability to work under pressure
- Good working knowledge of Microsoft Office packages including excel
- Attention to detail
- Flexible in hours of work and responsibilities
Desirable
- Knowledge and experience of managing multiple systems - Patient Administration System/e-Referral Service
Person Specification
Experience
Essential
- Working in a busy office Environment
Desirable
- NHS Experience
- Call Centre experience
- Booking appoointments using a computer system
Qualifications
Essential
- 2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care or relevant experience
Special Requirements
Essential
- Good interpersonal skills
- Approachable and friendly
- Ability to maintain strict confidentiality
- Willing to undertake any training required for the post
Desirable
Special Skills and Knowledge
Essential
- Knowledge of the 18 week Referral to Treatment
- Able to effectively organise and prioritse workload and meet departmental standards, timescales and deadlines.
- Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face.
- Ability to handle sensitive information, communicating in a sensitive and compassionate manner.
- Interested in ensuring patient satisfaction
- Able to work effectively as a team and autonomously with minimal supervision.
- Excellent Organisational skills and ability to prioritise.
- Ability to work under pressure
- Good working knowledge of Microsoft Office packages including excel
- Attention to detail
- Flexible in hours of work and responsibilities
Desirable
- Knowledge and experience of managing multiple systems - Patient Administration System/e-Referral Service
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.
Employer details
Employer name
County Durham & Darlington NHS Foundation Trust
Address
The Greenhouse
Amos Drive
Greencroft Industrial Estate, Stanley
Durham
DH9 7XN
Employer's website
https://www.cddft.nhs.uk/ (Opens in a new tab)
