Job summary
The post holder will be expected to provide support to the Urology Service.An up-to- date knowledge of outpatient clinics and cancer targets will be required to enable the post holder to make, amend, and cancel appointments. They will be expected to be able to adapt and priorities their workload. The post holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic. The role will range from the registration of a new patient, handling GP and patient queries for clinics, making appointments using Trust systems such as full and partially booked appointments. Duties will include answering telephone calls from patients or GP's wishing to make or change appointments or making general enquiries, Daily management of shared email inbox and updating the Cancer Patient Tracking List (PTL)
Main duties of the job
o To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.o To deal with patient enquiries professionally and in line with the Trust standard operating procedures.o Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway.o To be multi-skilled in your working role and able to assist in all areas of the department as and when requiredo Ensure patient records are updated on all electronic systems and confidentiality isalways maintained.o To ensure patient cancellations are updated onto the Patient Access System(PAS) and Any other System and the reason for the cancellation recordedimmediately within the notes field.o To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.o To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol.o To liaise with the team leader to provide a communication and highlight any problems, working together as a customer focused team to solve issues that may arise.
About us
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourWellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
We look forward to receiving your application and the start of your journey with UHSussex.
Candidate Information Pack
https://www.uhsussex.nhs.uk/resources/candidate-information-pack/
Job description
Job responsibilities
To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust. To deal with patient enquiries professionally and in line with the Trust standard operating procedures. Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway. To be multi-skilled in your working role and able to assist in all areas of the department as and when required Ensure patient records are updated on all electronic systems and confidentiality is always maintained. To ensure patient cancellations are updated onto the Patient Access System (PAS) and Any other System and the reason for the cancellation recorded immediately within the notes field. To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment. To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol. To liaise with the team leader to provide a communication and highlight any problems, working together as a customer focused team to solve issues that may arise. To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal The job description and person specification may be reviewed on an on-going basis in accordance with the changing needs of the department and the Trust.
Communication1. Providing extra support for any patients that have additional needs2. Communicate with patients clearly and concisely when booking appointmentswhere barriers to communication may exist, including challenging behaviour,learning disability and recent bereavement.3. Use empathy, tact and diplomacy in dealing with staff members or patients whomay be hostile or antagonistic, often when their expectations are not met i.e. waitingtimes to appointments, cancelled clinic.4. Answer internal and external telephone enquires in an efficient and timely manner,from members of staff, departments, patients/relatives and other health careproviders.
Job description
Job responsibilities
To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust. To deal with patient enquiries professionally and in line with the Trust standard operating procedures. Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway. To be multi-skilled in your working role and able to assist in all areas of the department as and when required Ensure patient records are updated on all electronic systems and confidentiality is always maintained. To ensure patient cancellations are updated onto the Patient Access System (PAS) and Any other System and the reason for the cancellation recorded immediately within the notes field. To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment. To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol. To liaise with the team leader to provide a communication and highlight any problems, working together as a customer focused team to solve issues that may arise. To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal The job description and person specification may be reviewed on an on-going basis in accordance with the changing needs of the department and the Trust.
Communication1. Providing extra support for any patients that have additional needs2. Communicate with patients clearly and concisely when booking appointmentswhere barriers to communication may exist, including challenging behaviour,learning disability and recent bereavement.3. Use empathy, tact and diplomacy in dealing with staff members or patients whomay be hostile or antagonistic, often when their expectations are not met i.e. waitingtimes to appointments, cancelled clinic.4. Answer internal and external telephone enquires in an efficient and timely manner,from members of staff, departments, patients/relatives and other health careproviders.
Person Specification
Essential criteria
Essential
- 5 GCSEs (A-C) or equivalent, including English and Maths. (5)
- Demonstrated knowledge and awareness of Booking / Appointment procedures and systems (5)
- Good level of literacy and numerical skills to read and record patient details and a range of information. (5)
- Knowledge and awareness of confidentiality issues relating to the Data Protection Act and Computer Misuse Act. (5)
- Able to interact with tact and diplomacy with patients and staff at all levels (5)
- Able to communicate complex information where there are barriers to understanding, because of cultural, physical or special educational needs (5)
- Analytical and Judgemental Able to assess facts to make judgements regarding telephone enquiries from the public or other departments (5)
- Use own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations (5)
- Able to work unsupervised (5)
- Information and Communication Competent in a range of packages, including MS Word and MS Excel, and willing to learn Technology new packages and advance current skills (5)
Desirable
- Educated to at least NVQ Level 3 or equivalent level of competency (5)
- Keyboard skills to RSA Level 3 or equivalent (5)
- Experience of working in a hospital booking team (5)
- Experience of working in a hospital environment (5)
- Working Conditions Long periods of sitting at a computer and using a VDU (5)
- Able to contribute to team performance, be considerate towards others and flexible to meet the needs of the role (5)
- Able to exercise discretion to ensure that patient confidentiality is maintained at all times (5)
Equality Diversity and Inclusion
Essential
- Evidence of having undertaken own development to improve understanding of equalities issues
- Evidence of having championed diversity in previous roles (as appropriate to role).
Person Specification
Essential criteria
Essential
- 5 GCSEs (A-C) or equivalent, including English and Maths. (5)
- Demonstrated knowledge and awareness of Booking / Appointment procedures and systems (5)
- Good level of literacy and numerical skills to read and record patient details and a range of information. (5)
- Knowledge and awareness of confidentiality issues relating to the Data Protection Act and Computer Misuse Act. (5)
- Able to interact with tact and diplomacy with patients and staff at all levels (5)
- Able to communicate complex information where there are barriers to understanding, because of cultural, physical or special educational needs (5)
- Analytical and Judgemental Able to assess facts to make judgements regarding telephone enquiries from the public or other departments (5)
- Use own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations (5)
- Able to work unsupervised (5)
- Information and Communication Competent in a range of packages, including MS Word and MS Excel, and willing to learn Technology new packages and advance current skills (5)
Desirable
- Educated to at least NVQ Level 3 or equivalent level of competency (5)
- Keyboard skills to RSA Level 3 or equivalent (5)
- Experience of working in a hospital booking team (5)
- Experience of working in a hospital environment (5)
- Working Conditions Long periods of sitting at a computer and using a VDU (5)
- Able to contribute to team performance, be considerate towards others and flexible to meet the needs of the role (5)
- Able to exercise discretion to ensure that patient confidentiality is maintained at all times (5)
Equality Diversity and Inclusion
Essential
- Evidence of having undertaken own development to improve understanding of equalities issues
- Evidence of having championed diversity in previous roles (as appropriate to role).
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).
