Job summary
Are you looking to work in a fast-paced environment and the opportunity to work in a large-multidisciplinary team, where you can make a difference and improve services for our patients? If so, we want to hear from you!
You will be part of a team working at Rouen Road, working within a large open planned office at Rouen Road booking Outpatient New appointments via the telephone and electronic communications, this includes processing clinic cancellations. The role also involves all hospital systems to contain identical information. Previous PAS and waiting list management is essential for this role.
The postholder will communicate with Patients, GP Practices and secretarial and medical colleagues. Supporting Junior Staff with training and undertaking appraisals.
PRIDE Values are paramount to this role, ensuring you are people focused at all times, respectful when handling calls and communications.
Main duties of the job
To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.
- The first point of contact for arranging patients first outpatient appointment including translation/interpretation facilities.
- Managing your waiting lists to ensure patients are booking in turn according to their clinical priority.
- Deal efficiently and effectively with direct and indirect enquiries from patients and other health professionals and staff. Respond to enquiries, providing routine and non-routine information and non-clinical advice, resolving problems where possible. Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns, needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients. To sensitively provide and receive complex information using tact and adapting communication style to meet the needs of individual levels of understanding. Recognise the importance of individual rights in accordance with legislation, policy and procedures.
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity.
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room at NNUH Colney Lane site
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH Colney Lane site
- Free 24-hours confidential counselling support
- On-site Nursery at NNUH Colney Lane
- On-site cafes offering staff discounts at NNUH Colney Lane
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
- Responsible for the maintenance/creation of all templates and schedules for Norfolk and Norwich/Cromer Hospitals and any outreach activity
- Comply with all the policies relating to patient confidentiality
- Provide support and advice on outpatient activities tied up to outpatient templates for Internal/External staff
- Responsible for initiating the process for the measurement of outpatient activities for accuracy and adherence to policies and procedures
- Ensuring the accurate collection of Minimum Data Set Information required to meet demands of commissioning/contracting and identifying and highlighting any shortfalls
- Ensuring the cancellation/reduction of altered clinics and slots are performed as instructed, following verification that requests are accurate/complete and making sure appropriate letters are available and notifying necessary parties concerned
- Make certain that the booking of new appointments meets the required criteria
- Auctioning changes affecting the Master Index and generally assisting in its maintenance
- Reporting and advising Directorates on implications of clinic changes and providing guidance and direction where required
- Other clerical duties, which may be necessary to ensure the smooth running of the department
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Please note due to high volume of applications for some posts, this post may close before the displayed closing date. We recommend that you apply for this role as soon as possible
Please note that this advertised position, which is part of occupation code 4131 does not meet the UKVI eligibility requirements for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role.
Job description
Job responsibilities
- Responsible for the maintenance/creation of all templates and schedules for Norfolk and Norwich/Cromer Hospitals and any outreach activity
- Comply with all the policies relating to patient confidentiality
- Provide support and advice on outpatient activities tied up to outpatient templates for Internal/External staff
- Responsible for initiating the process for the measurement of outpatient activities for accuracy and adherence to policies and procedures
- Ensuring the accurate collection of Minimum Data Set Information required to meet demands of commissioning/contracting and identifying and highlighting any shortfalls
- Ensuring the cancellation/reduction of altered clinics and slots are performed as instructed, following verification that requests are accurate/complete and making sure appropriate letters are available and notifying necessary parties concerned
- Make certain that the booking of new appointments meets the required criteria
- Auctioning changes affecting the Master Index and generally assisting in its maintenance
- Reporting and advising Directorates on implications of clinic changes and providing guidance and direction where required
- Other clerical duties, which may be necessary to ensure the smooth running of the department
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Please note due to high volume of applications for some posts, this post may close before the displayed closing date. We recommend that you apply for this role as soon as possible
Please note that this advertised position, which is part of occupation code 4131 does not meet the UKVI eligibility requirements for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role.
Person Specification
Qualifications
Essential
- PAS, e-RS, Somerset, Outpatient Referral Console, SCR systems etc. as appropriate
Experience
Essential
- Previous experience of multi-professional working
- Significant experience in working within an Outpatient environment
Skills
Essential
- IT skills in Microsoft Outlook, Word and Excel
- Time and Slot Management Skills
Attitude, aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Person Specification
Qualifications
Essential
- PAS, e-RS, Somerset, Outpatient Referral Console, SCR systems etc. as appropriate
Experience
Essential
- Previous experience of multi-professional working
- Significant experience in working within an Outpatient environment
Skills
Essential
- IT skills in Microsoft Outlook, Word and Excel
- Time and Slot Management Skills
Attitude, aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
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).
