Job summary
An exciting opportunity has arisen to join the Outpatient Appointment Centre working in the Short Notice Booking Team. The primary responsibility is to fill short-notice appointment slots to optimize utilisation across the trust.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
The job holder will be expected to work across three different sites to ensure full coverage. This is a physically demanding role that involves handling and delivering patient notes as part of daily duties. The candidate must possess strong customer service skills, as the role includes regular telephone communication with patients and other stakeholders.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment manager for this post who will put you in touch with the recruitment team. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
PRIMARY DUTIES & AREAS OF RESPONSIBILITY
-
To review a report hourly to identify any available appointments.
The candidate must be available to attend either Bush Park, Brittany House or the Main Hospital site as required on the day to ensure all areas are covered.
The candidate must understand that this is an onsite role with no possibility to work remotely due to the nature and responsibilities of the role.
To check patient details on iPM and ensure details are up to date.
This post is a physical job so the candidate must be prepared to pull/prep notes and deliver them to the relevant areas.
To ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and Data Protection Act 1998.
To manage inbound and outbound telephone calls to/from patients in an efficient and patient focussed manner. This will be across all specialties within the trust.
To provide a good level of customer service at all times (calls are monitored to ensure standards are being met).
To ensure that all appointments are booked in accordance with the Access Policy for Planned Care Services and departmental booking guides for clinics.
When booking a patients appointment at short notice to ensure that the patient casenotes are requested and the relevant prepping clerk is informed.
This post requires concentration to ensure patients are booked chronologically and within the times scales provided by National Guidelines.
Note
This job description is neither definitive nor exhaustive and is not intended to be totally comprehensive. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description is to be read in conjunction with all current University Hospitals Plymouth NHS Trust policies, procedures & guidelines.
Job description
Job responsibilities
PRIMARY DUTIES & AREAS OF RESPONSIBILITY
-
To review a report hourly to identify any available appointments.
The candidate must be available to attend either Bush Park, Brittany House or the Main Hospital site as required on the day to ensure all areas are covered.
The candidate must understand that this is an onsite role with no possibility to work remotely due to the nature and responsibilities of the role.
To check patient details on iPM and ensure details are up to date.
This post is a physical job so the candidate must be prepared to pull/prep notes and deliver them to the relevant areas.
To ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and Data Protection Act 1998.
To manage inbound and outbound telephone calls to/from patients in an efficient and patient focussed manner. This will be across all specialties within the trust.
To provide a good level of customer service at all times (calls are monitored to ensure standards are being met).
To ensure that all appointments are booked in accordance with the Access Policy for Planned Care Services and departmental booking guides for clinics.
When booking a patients appointment at short notice to ensure that the patient casenotes are requested and the relevant prepping clerk is informed.
This post requires concentration to ensure patients are booked chronologically and within the times scales provided by National Guidelines.
Note
This job description is neither definitive nor exhaustive and is not intended to be totally comprehensive. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description is to be read in conjunction with all current University Hospitals Plymouth NHS Trust policies, procedures & guidelines.
Person Specification
Knowledge and Experience
Essential
- Demonstrable experience using Microsoft office packages particularly word, outlook and excel
- Demonstrable experience working with spreadsheets
- Demonstrable experience working with the general public
Desirable
- Previous NHS demonstrable experience
- Demonstrable experience using NHS iPM system
- Previous clerical demonstrable experience
- Previous demonstrable experience of working in a contact centre environment
Qualifications
Essential
- Educated to GCSE grade C and above/equivalent qualification or six months demonstrable experience in an administrative role
- Keyboard skills
- Computer literate
Aptitude & Abilities
Essential
- Good communication skills, written and verbal
- Attention to detail
- Accuracy
- Time management skills
- Organisational skills
- Ability to work within a busy environment
- Good telephone manner
- Ability to maintain confidentiality
- Good customer services skills
Disposition/Attitude/Motivation
Essential
- Able to work on own and as a team
- Able to cope under pressure
- Proactive, takes own initiative
- The job is physically demanding therefore the candidate should be prepared to deliver notes to relevant areas.
Other Factors
Essential
- A 'flexible' approach to work
- Able to learn what is required from all teams within the contact centre and administration
Person Specification
Knowledge and Experience
Essential
- Demonstrable experience using Microsoft office packages particularly word, outlook and excel
- Demonstrable experience working with spreadsheets
- Demonstrable experience working with the general public
Desirable
- Previous NHS demonstrable experience
- Demonstrable experience using NHS iPM system
- Previous clerical demonstrable experience
- Previous demonstrable experience of working in a contact centre environment
Qualifications
Essential
- Educated to GCSE grade C and above/equivalent qualification or six months demonstrable experience in an administrative role
- Keyboard skills
- Computer literate
Aptitude & Abilities
Essential
- Good communication skills, written and verbal
- Attention to detail
- Accuracy
- Time management skills
- Organisational skills
- Ability to work within a busy environment
- Good telephone manner
- Ability to maintain confidentiality
- Good customer services skills
Disposition/Attitude/Motivation
Essential
- Able to work on own and as a team
- Able to cope under pressure
- Proactive, takes own initiative
- The job is physically demanding therefore the candidate should be prepared to deliver notes to relevant areas.
Other Factors
Essential
- A 'flexible' approach to work
- Able to learn what is required from all teams within the contact centre and administration
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).
