Job summary
We are seeking Appointment Co-ordinators to join our expanding Central Appointments Office team at Barts Health NHS Trust Whipps Cross. You will be the first point of contact for our patients and represent the Trust with your caring, helpful approach, providing a positive start to the patient pathway.
You will have excellent communication skills, and a professional and courteous telephone manner. You must be enthusiastic, passionate about customer service and able to work under pressure in a very busy environment and at the same time delivering outstanding patient care. Previous experience of working within a Call Centre and/or Hospital setting is desirable.
The Appointment Centre operates between 8.30 - 17.00 Monday - Friday
Main duties of the job
The Appointments Co-Ordinator is responsible for providing a patient focused, effective and efficient Central Appointments service to our patients & their carers, clinical teams, and core services. Working and rotating across several smaller units within the department, main duties will include registering and uploading referrals, booking & cancelling appointments, dealing with telephone enquiries, managing e-Referrals appointments, cancelling clinics, and amending clinic slots, obtaining Minimum Data Sets, updating patient demographic details, and preparing clinic profile change documentation for submission.
Working in adherence to the Trust Access Policy, Governance, and local Standard Operating Procedures always, the post holder will liaise with a number of key stakeholders to ensure the Outpatient referral and booking process is efficient and fit for purpose and that patients are able to access our services and receive expert clinical care
About us
Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Person Specification
Qualifications
Essential
- GCSE or equivalent in English and Maths
Experience
Essential
- Ability to use spreadsheets and computer systems
- Minimum 1 year experience using customer focused administrative system.
- Minimum of 1 year working in a customer focused environment
- Ability to use spreadsheets and computer systems.
- Knowledge of outpatient national targets
Desirable
- Previous experience working in an NHS environment
- Previous experience of working in a service Appointment Centre
Knowledge
Essential
- Cerner Millennium eRS (formally C&B)
Skills
Essential
- Good verbal communication
- Good written communication
- Excellent telephone manner
Desirable
- Ability to communicate effectively in a language other than English
Other
Essential
- Ability to input and retrieve information on a computerised system.
- Flexible approach to working
- Able to work as an integral member of a team.
Person Specification
Qualifications
Essential
- GCSE or equivalent in English and Maths
Experience
Essential
- Ability to use spreadsheets and computer systems
- Minimum 1 year experience using customer focused administrative system.
- Minimum of 1 year working in a customer focused environment
- Ability to use spreadsheets and computer systems.
- Knowledge of outpatient national targets
Desirable
- Previous experience working in an NHS environment
- Previous experience of working in a service Appointment Centre
Knowledge
Essential
- Cerner Millennium eRS (formally C&B)
Skills
Essential
- Good verbal communication
- Good written communication
- Excellent telephone manner
Desirable
- Ability to communicate effectively in a language other than English
Other
Essential
- Ability to input and retrieve information on a computerised system.
- Flexible approach to working
- Able to work as an integral member of a team.
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).
