Job summary
The post-holder will play an integral role in promoting and ensuring a professional and positive working environment for patients attending the Head and Neck services in Northamptonshire.
The role is responsible for the ongoing management of waiting lists, the organisation of clinics and patient appointments and daily tasks associated with the daily management of an outpatient setting.
The post-holder will work with a variety of colleagues to optimise communication, enact any changes and act as a key point of support and contact for patients and colleagues alike.
Main duties of the job
Managing the outpatient waiting list.
Settling up clinics for our services
Booking patients in to clinic slots
Maintaining and ensuring full utilisation each clinic.
Rearranging and planning patients appointments according to demands and the elective policy.
You will be the first contact the patient has with the service, and most communication will be via the telephone.
Working with the team to ensure lean, efficient processes.
About us
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds.This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Job description
Job responsibilities
Manging the clinic services and booking patients according to the patients pathway.
Setting up new clinic templates.
Allocate appointments appropriately for patients with a wide variety of complicated treatment & complex special care needs.
Liaise with parents, carers, Nursing and Residential Homes, GPs, GDPs, and educational establishments.
Responsible for arranging transport, interpreters and other appropriate support as required, meeting the patients needs.
Interface with patients either face to face, by telephone or letter in a courteous and professional manner always.
Provide administrative support to the Head and Neck team to ensure the smooth running of clinics.
Process and administer all patient enquiries.
Provide information and advice to healthcare professionals and specific non-clinical departments
To act as local signpost for other NHS Services.
Train all staff, as appropriate, on the administrative procedures and local policies relevant to the clinic and service.
Take responsibility for own professional development by participating in personal training, development, and appraisal.
Always adhere to Trust policies and procedures.
Undertake training and mentoring of staff as required.
Participate in the collection of complex data for service monitoring and audit activities.
Be compliant with Trust arrangements for continuing professional development.
Job description
Job responsibilities
Manging the clinic services and booking patients according to the patients pathway.
Setting up new clinic templates.
Allocate appointments appropriately for patients with a wide variety of complicated treatment & complex special care needs.
Liaise with parents, carers, Nursing and Residential Homes, GPs, GDPs, and educational establishments.
Responsible for arranging transport, interpreters and other appropriate support as required, meeting the patients needs.
Interface with patients either face to face, by telephone or letter in a courteous and professional manner always.
Provide administrative support to the Head and Neck team to ensure the smooth running of clinics.
Process and administer all patient enquiries.
Provide information and advice to healthcare professionals and specific non-clinical departments
To act as local signpost for other NHS Services.
Train all staff, as appropriate, on the administrative procedures and local policies relevant to the clinic and service.
Take responsibility for own professional development by participating in personal training, development, and appraisal.
Always adhere to Trust policies and procedures.
Undertake training and mentoring of staff as required.
Participate in the collection of complex data for service monitoring and audit activities.
Be compliant with Trust arrangements for continuing professional development.
Person Specification
KeyCompetencies/Personal Qualities and Attributes
Essential
- Confident, Self - Motivated
- Solution focussed
- Willingness to work with a multidisciplinary team
- Reliable and consistent
- Strong attention to detail
- Empathetic
Educations, Training and Qualifications
Essential
- Educated to Minimum 3 GCSE at Grade C or above
Desirable
- Experience of Patient Administration System (Camis) or equivalent
- Customer service qualification
Knowledge and Experience
Essential
- Significant experience working in an office setting
- Some NHS or healthcare administration experience
- Experience of dealing with the public in person, by telephone, and via letter
Desirable
- Experience of managing patient waiting lists
Skills
Essential
- Good communication skills
- Organisation and time management
- Excellent IT and keyboard skills
- Ability to work under pressure
Desirable
- Ability to speak to distressed patients
Person Specification
KeyCompetencies/Personal Qualities and Attributes
Essential
- Confident, Self - Motivated
- Solution focussed
- Willingness to work with a multidisciplinary team
- Reliable and consistent
- Strong attention to detail
- Empathetic
Educations, Training and Qualifications
Essential
- Educated to Minimum 3 GCSE at Grade C or above
Desirable
- Experience of Patient Administration System (Camis) or equivalent
- Customer service qualification
Knowledge and Experience
Essential
- Significant experience working in an office setting
- Some NHS or healthcare administration experience
- Experience of dealing with the public in person, by telephone, and via letter
Desirable
- Experience of managing patient waiting lists
Skills
Essential
- Good communication skills
- Organisation and time management
- Excellent IT and keyboard skills
- Ability to work under pressure
Desirable
- Ability to speak to distressed patients
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).
