Job summary
The post holder will be responsible for booking outpatient appointments. 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 postholder will be required to offer very high customer service skills for patients and both internal and external staff.
Outpatients Appointments officer required to work in the busy department of Parapet Breast Unit, by King Edward VII Hospital.
Monday - Friday (08:30 - 16:30)
*Start Date - End Of April/Start Of May*
Main duties of the job
Answering telephone calls
Supporting TWR referral requests
Making outpatient appointments
Answering queries
Liasing with clinicians
Booking radiology imaging appointments
Independently managing clinics
About us
Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.
As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.
We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.
Our three core 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, Committed to Excellence, Working Together and Facing the Future.
We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties
Job description
Job responsibilities
KEY TASKS & RESPONSIBILITIES: To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust
- To independently manage, book, and organise the outpatient clinics you are responsible for.
- To help support with any incoming TWR referrals To ensure all patients and visitors are treated with dignity, respect and empathy at all times To deal with patients in a polite and respectful manner complying with their requests where possible To support the Trust in delivering NHS targets To respond in a timely fashion to all administrative duties within the team Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways To be multi-skilled in your working role and able to assist in all areas of the department as and when required To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment. To liaise with the team leader to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
To adhere to the Trust values of being committed to excellence, working together and facing the future Follow all Trust and local policies and procedures at all times To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
Job description
Job responsibilities
KEY TASKS & RESPONSIBILITIES: To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust
- To independently manage, book, and organise the outpatient clinics you are responsible for.
- To help support with any incoming TWR referrals To ensure all patients and visitors are treated with dignity, respect and empathy at all times To deal with patients in a polite and respectful manner complying with their requests where possible To support the Trust in delivering NHS targets To respond in a timely fashion to all administrative duties within the team Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways To be multi-skilled in your working role and able to assist in all areas of the department as and when required To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment. To liaise with the team leader to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
To adhere to the Trust values of being committed to excellence, working together and facing the future Follow all Trust and local policies and procedures at all times To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
Person Specification
Qualifications
Essential
- GCSE English and Maths pass or equivalent
- ECDL or equivalent
- NVQ Level 3 Administration or equivalent practical knowledge
Experience
Essential
- Experience of working in a hospital or busy office environment.
- Significant experience in difficult patient situations.
Desirable
Skills & Knowledge
Essential
- Demonstrate attention to detail and accuracy when completing tasks
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
- Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
- Ability to communicate appropriately and professionality to patients and staff at different levels
Desirable
- Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy.
- Knowledge of clinical and surgical procedures
Person Specification
Qualifications
Essential
- GCSE English and Maths pass or equivalent
- ECDL or equivalent
- NVQ Level 3 Administration or equivalent practical knowledge
Experience
Essential
- Experience of working in a hospital or busy office environment.
- Significant experience in difficult patient situations.
Desirable
Skills & Knowledge
Essential
- Demonstrate attention to detail and accuracy when completing tasks
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
- Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
- Ability to communicate appropriately and professionality to patients and staff at different levels
Desirable
- Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy.
- Knowledge of clinical and surgical procedures
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.
