Appointments Officer Orthopaedics and Plastics

Frimley Health NHS Foundation Trust

This job is now closed

Job summary

The post holder will be responsible for booking outpatient appointments over the Trust sites. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems. The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.

Main duties of the job

To ensure all phone calls are dealt with in a professional and timely mannero To ensure all patients and visitors are treated with dignity, respect and empathyo To deal with patients in a polite and respectful mannero To support the Trust in delivering NHS targetso To respond in a timely fashion to all administrative duties within the teamo To support the implementation of all new IT systemso Assist and be pro-active in all modernisation projectso To be multi-skilled in your working roleo To ensure strict confidentiality is maintained at all timeso To ensure demographics and daytime contact numbers are obtainedo To liaise with the team leader to provide a high quality empathetic serviceo To adhere to the Trust values of being committed to excellence, working together and facing the futureo To attend specialty meetings for your lead specialtyoTo deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal

About us

There's never been a more exciting time to build your career at Frimley Health, one of the country's largest and most respected trusts

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.

We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.

We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR - Epic - went live in June and we are already beginning to reap the benefits of this ambitious investment.

Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other.

If you have a passion for clinical excellence, patient care and your own career development, you'll feel at home at Frimley Health.

Date posted

24 August 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,008 to £25,553 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

151-SL130

Job locations

Upper Ground, Greenwood Offices , Heatherwood

Brook Avenue

Ascot

SL5 7GB

Job description

Job responsibilities

This job description is an indication of the type and range of tasks that are expected of the post holder, and other duties may be required, in line with the role and the banding. It will be reviewed and amended from time to time in consultation with the post holder to take account of changing organisational need.

Job description

Job responsibilities

Person Specification

Qualifications

Essential

GCSE English and maths pass or equivalent
ECDL or equivalent

Desirable

NVQ Level 2 administration or equivalent

Experience

Essential

Experience of working in a hospital or busy office environment
Significant experience in difficult patient situations
Minimum of 1 year customer care experience

Desirable

Call centre experience
NHS Experience

Skills

Essential

Good communication experience
Demonstrate attention to detail and accuracy
Flexible and balanced approach to work
Ability to work under pressure
Ability to work using own initiative
Excellent customer service skills

Desirable

Good knowledge of NHS targets
Knowledge of clinical and surgical procedures
Knowledge of medical terminology

Person Specification

Qualifications

Essential

GCSE English and maths pass or equivalent
ECDL or equivalent

Desirable

NVQ Level 2 administration or equivalent

Experience

Essential

Experience of working in a hospital or busy office environment
Significant experience in difficult patient situations
Minimum of 1 year customer care experience

Desirable

Call centre experience
NHS Experience

Skills

Essential

Good communication experience
Demonstrate attention to detail and accuracy
Flexible and balanced approach to work
Ability to work under pressure
Ability to work using own initiative
Excellent customer service skills

Desirable

Good knowledge of NHS targets
Knowledge of clinical and surgical procedures
Knowledge of medical terminology

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.