Job summary
The Outpatient Appointment Centre provides a focal point for outpatient appointments across the Trust and is responsible for the management of both new and follow up outpatient appointments, clinics and waiting lists.
This is a very busy and demanding area to work. The offices are open between 8.30am and 4.30pm and staff are expected to work on a rota basis to cover these hours.
Main duties of the job
Working as part of a team of Appointment Apprentices, Administrators and Coordinators, the post holder will manage referrals and the placement of both new and follow up appointments over a range of specialities, co-ordinate clinic amendments, cancellations and set-ups, and confidently liaise with patients over the telephone and via Patient Hub to deal with a variety of queries. The role of Appointment Coordinator will ensure, in line with the Trust's Access Policy, that patients are treated in a timely and effective manner and support the delivery of patient's rights to access health services within maximum wait times. The main duties of this job description are explained, however, these will continue to evolve to meet corporate objectives and NHS targets.
About us
Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise
Job description
Job responsibilities
The Appointment Co-ordinator will be responsible for the management of outpatient referrals, waiting lists and clinics. You will need to have excellent communications skills and be able to work in a calm, logical and methodical way. Be able to multi-task whilst dealing with frequent interruptions, whilst always maintaining patient confidentiality. You must be confident, diplomatic and able to work in a busy environment with a pleasant and caring disposition. You will be required to have a good level of education and have some experience and knowledge of the NHS and ideally experienced in the use of the Outpatient Module of the Patient Administration System, E-Referrals, Maxims and Microsoft Word.
Full training will be given on IT systems.
Flexibility and reliability is of extreme importance, as you may be required to cover absences.
Job description
Job responsibilities
The Appointment Co-ordinator will be responsible for the management of outpatient referrals, waiting lists and clinics. You will need to have excellent communications skills and be able to work in a calm, logical and methodical way. Be able to multi-task whilst dealing with frequent interruptions, whilst always maintaining patient confidentiality. You must be confident, diplomatic and able to work in a busy environment with a pleasant and caring disposition. You will be required to have a good level of education and have some experience and knowledge of the NHS and ideally experienced in the use of the Outpatient Module of the Patient Administration System, E-Referrals, Maxims and Microsoft Word.
Full training will be given on IT systems.
Flexibility and reliability is of extreme importance, as you may be required to cover absences.
Person Specification
Qualifications
Essential
- 5x GCSE's including English and Maths or equivalent
- NVQ level 2 in Business Administration or equivalent
Desirable
- Customer Care Qualification
- NVQ 3 or equivalent
- PAS Basic and Outpatients
- Advance ECDL
Experience
Essential
- Previous experience working within an administrative and clerical setting
- Substantive experience in customer services/working with the public
- Experience of data collection and data entry
- Experience of using Microsoft Office applications
- Knowledge and awareness of NHS agenda including the right to access services within a maximum wait time
Desirable
- Experience and knowledge of patient pathways
- Previous experience and knowledge of NHS
- Experience using E-referrals, PAS, Maxims
- Experience of working in a Call Centre
Practical & Intellectual Skills
Essential
- Excellent communication skills, written and verbal, with ability to calm difficult situations
- Ability to deal effectively with distressing or emotional circumstances e.g. upset or worried parents or relatives with a sensitive and caring attitude
- Good analytical skills and able to use own judgement and initiative
Desirable
- Ability to participate in and contribute to improving Departmental work processes and procedures
- Understanding of appointments system
- Awareness of good customer care standards
Person Specification
Qualifications
Essential
- 5x GCSE's including English and Maths or equivalent
- NVQ level 2 in Business Administration or equivalent
Desirable
- Customer Care Qualification
- NVQ 3 or equivalent
- PAS Basic and Outpatients
- Advance ECDL
Experience
Essential
- Previous experience working within an administrative and clerical setting
- Substantive experience in customer services/working with the public
- Experience of data collection and data entry
- Experience of using Microsoft Office applications
- Knowledge and awareness of NHS agenda including the right to access services within a maximum wait time
Desirable
- Experience and knowledge of patient pathways
- Previous experience and knowledge of NHS
- Experience using E-referrals, PAS, Maxims
- Experience of working in a Call Centre
Practical & Intellectual Skills
Essential
- Excellent communication skills, written and verbal, with ability to calm difficult situations
- Ability to deal effectively with distressing or emotional circumstances e.g. upset or worried parents or relatives with a sensitive and caring attitude
- Good analytical skills and able to use own judgement and initiative
Desirable
- Ability to participate in and contribute to improving Departmental work processes and procedures
- Understanding of appointments system
- Awareness of good customer care standards
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.
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).
Additional information
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.
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).
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