Job summary
An opportunity has arisen for a highly organised and motivated individual to join our ENT bookings team as an Outpatient Appointments Administrator. Based at County Hall, you will be responsible for providing comprehensive administrative support, ensuring that Outpatient appointments for designated services are scheduled accurately and within required timeframes. You will be responsible for a variety of tasks including the booking and monitoring of outpatient appointments in a call centre role. You will also assist with managing patient referrals in line with key performance indicators, and providing quality customer service to our patients and colleagues. As an Outpatient Appointments Administrator you will receive training and guidance in order to provide support to Outpatient Appointments Teams at County Hall.
Main duties of the job
Provide comprehensive administrative support for Outpatient services, including the booking and monitoring of outpatient appointments.
Manage patient referrals in line with Trust policies, ensuring accurate data entry and timely processing.
Undertake waiting list validation to support accurate capacity planning and effective patient flow.
Monitor and support clinic utilisation, identifying issues and escalating concerns to the Outpatients Appointment Supervisor as appropriate.
Deliver high quality customer service to patients, clinicians, and colleagues, responding to telephone enquiries from internal and external stakeholders in a professional and compassionate manner.
The post holder is required to adhere to Trust Policies and maintain the Trusts values and core standards.Participate in team and Trust meetings as requested.
About us
At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:
- Flexible working options to help you balance work and life
- NHS pension scheme for long-term financial security
- Generous annual leave allowance to recharge and relax
- A strong focus on career development to help you grow and achieve your potential
Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.
We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.
Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.
The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.
Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.
Job description
Job responsibilities
Communicate with patients, colleagues, internal and external contacts in a courteous, professional and timely manner at all times by various methods, i.e. telephone, written, face to face.
Receive telephone calls and enquiries, taking appropriate action, or, where necessary, re-direct or accept a message on behalf of members of the team.
Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.
Dealing with queries from consultants and other Trust staff and to have the initiative to know when help from a more senior staff member is required.
Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff.
Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the Outpatient Appointments Supervisor.
Work flexibly across the department as required.
Work as part of a call centre team booking outpatient appointments according to the specialities booking rules and guidelines.
Entering and retrieving data from hospital computer systems.
Shredding of confidential waste.
Keep an organised and tidy office environment
Monitoring referrals and assisting with manging worklists in e-Referrals.
Assisting with the rebooking of cancelled clinics under the guidance of the Outpatient Appointments Senior Administrator.
Data quality validation under supervision.
Training of new staff in simple tasks where appropriate.
Sending and replying to patient and staff emails in a timely manner.
Job description
Job responsibilities
Communicate with patients, colleagues, internal and external contacts in a courteous, professional and timely manner at all times by various methods, i.e. telephone, written, face to face.
Receive telephone calls and enquiries, taking appropriate action, or, where necessary, re-direct or accept a message on behalf of members of the team.
Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.
Dealing with queries from consultants and other Trust staff and to have the initiative to know when help from a more senior staff member is required.
Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff.
Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the Outpatient Appointments Supervisor.
Work flexibly across the department as required.
Work as part of a call centre team booking outpatient appointments according to the specialities booking rules and guidelines.
Entering and retrieving data from hospital computer systems.
Shredding of confidential waste.
Keep an organised and tidy office environment
Monitoring referrals and assisting with manging worklists in e-Referrals.
Assisting with the rebooking of cancelled clinics under the guidance of the Outpatient Appointments Senior Administrator.
Data quality validation under supervision.
Training of new staff in simple tasks where appropriate.
Sending and replying to patient and staff emails in a timely manner.
Person Specification
Qualifications
Essential
- As a minimum GSCEs in English Language and Maths or functional skills
Experience
Essential
- Experience of dealing with patients/customers
- Evidence of prioritising workloads/good time management
- Proven experience of working well as part of a team
Desirable
- Experience of working in a healthcare setting/previous experience of NHS administration processes
- Minimum 1 year office experience within last 5 years
- Experience of high volume contacts with patients/customers using the telephone
Additional Criteria
Essential
- IT literate; including recent experience of using Microsoft packages such as Word, Outlook and Excel
- Must be able to communicate in English Language, both written and verbally appropriate
- Excellent communication skills, able to communicate effectively at all levels
- Ability to maintain good quality professional relationships even when dealing with contentious matters
- Polite and professional at all times
Desirable
- Knowledge of medical terminology
- Working knowledge of in-house hospital systems
Person Specification
Qualifications
Essential
- As a minimum GSCEs in English Language and Maths or functional skills
Experience
Essential
- Experience of dealing with patients/customers
- Evidence of prioritising workloads/good time management
- Proven experience of working well as part of a team
Desirable
- Experience of working in a healthcare setting/previous experience of NHS administration processes
- Minimum 1 year office experience within last 5 years
- Experience of high volume contacts with patients/customers using the telephone
Additional Criteria
Essential
- IT literate; including recent experience of using Microsoft packages such as Word, Outlook and Excel
- Must be able to communicate in English Language, both written and verbally appropriate
- Excellent communication skills, able to communicate effectively at all levels
- Ability to maintain good quality professional relationships even when dealing with contentious matters
- Polite and professional at all times
Desirable
- Knowledge of medical terminology
- Working knowledge of in-house hospital systems
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.
