Appointment Centre Administrator (Fixed Term)
Job Description
Job summary
The Appointment Centre at Ashford and St Peter's Hospital NHS Foundation Trust aim to deliver a first-class patient experience from first referral through to clinical treatment.
Appointment Centre Administration is responsible for day-to-day administrative processes that support the Booking Coordinators and Team Leaders within the Appointment Centre. Candidates with previous administrative experience, particularly within healthcare settings or familiarity with hospital Cerner PAS and eRS systems, are desirable.
The department works in line with several government targets on patient waiting times. You will be responsible for delivering excellent customer service to patients. You will need to be able to work in a calm, logical and methodical way, whilst multitasking despite frequent interruptions, and you must possess practical communication skills whilst always maintaining patient confidentiality.
The hours for this post are to be worked Monday to Friday, 08:00 to 17:00, on a rostered basis.
Please note this role does not meet the new UKVI requirements for sponsorship.
Main duties of the job
- Liaise with patients to book, cancel and reschedule appointments taking into consideration of 18-week targets. Will need to demonstrate excellent customer service skills, using an understanding and reassuring manner when dealing with patients and their relatives.
- To ensure any two-week rule patients who are cancelled or who do not attend (DNA) are offered new dates within the appropriate timeframes to avoid a cancer breach.
- As part of a team, provide secretarial/admin cover from Monday to Friday each week within the specialty.
- General office duties including post, filing, photocopying, scanning & answering the phones.
- Advising patients on outpatient waiting times.
- To be responsible for chasing GPs on patients missing referrals.
- To open post and e-mails and record all referrals onto the Patient Administration System, ensuring data accuracy with patient details, GP details and referral dates and highlighting any referrals which require urgent attention and investigating any discrepancies.
- To aid in the preparation of patient records for all teams' specialities and adding to Evolve.
- To despatch necessary paperwork informing patients that their referral has been received.
- To access PAS and identify new appointments for patients and book suitable appointments within the government target wait times and to the consultant's clinical request then despatch the necessary paperwork associated with that appointment.
About us
Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.
Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Ashford, Surrey and St Peter's, Chertsey, Surrey.
We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.
Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around our patient care.
Although it isn't the Trusts normal practice, adverts may close early, so applicants are encouraged to submit an application as soon as possible.
Job responsibilities
- To use new working systems within the Clinical Office to promote an efficient service, i.e., Evolve, ERS, Envoy, PAS & the storage of appropriate information electronically on shared drives.
- Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.
- Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.
- Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate
- Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.
- o-operate fully in the introduction of new technology and new methods of working as appropriate to the work of the administrative team.
- Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
- To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.
- Establish good levels of communication and liaison with other secretaries, medical staff and other departments and hospitals.
- Undertake all mandatory training as required by the Trust, inc RTT suite training. To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.
- Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
- To provide cover and support for all colleagues as requested, taking on responsibility for the quality of their work.
Person Specification
Qualifications
Essential
- English GCSE Grade C or equivalent
Desirable
- Evidence of continuous learning of new skills
Experience
Essential
- Previous work experience with the public
Desirable
- Experience of working in a hospital or equivalent
Knowledge
Essential
- oIT literate with strong keyboard skills
- oCompetent using Microsoft Word
Desirable
- Experience using a Patient Administration System or ability to work with multiple applications.
Skills
Essential
- oExcellent communication and people skills
- oExcellent telephone skills
Desirable
- Able to enter accurate data
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
Ashford & St. Peter's Hospitals NHS Foundation Trust
Address
Ashford Hospital
London Road
Ashford
TW15 3AA
United Kingdom
