Job summary
We are looking to recruit a full time members of staff for 34 hours per week within the Outpatient Booking Clerk at Wrightington Hospital.
You must have experience of working within a busy, pressurised customer focused administration / office environment with an ability to deal with frequent interruptions. You must also have experience of using IT systems in the workplace.
You must be able to demonstrate keyboard skills with high level of data entry accuracy, be a motivated, enthusiastic individual who possess excellent interpersonal and communication skills with an ability to work effectively on your own initiative and within a team.
It is necessary to be flexible and able to adapt quickly to change and altering work patterns. Will be covering various admin and clerical duties in line with service demands.
It is important that you detail in your supporting statement how you meet the essential/desirable requirements given on the person specification.
**PREVIOUS APPLICANTS NEED NOT APPLY**
Main duties of the job
The main duties of this role are to provide an efficient and flexible administrative service that supports the clinical staff in the delivery of an effective booking service. To maintain a patient centred approach in the delivery of the service that supports patients in exercising choice.It is important to ensure patient's needs are central to the delivery of the service, therefore it is important that you have first class customer service skills along with a professional telephone manner.
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh Teaching Hospitals, NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement, and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
Job description
Job responsibilities
Key results from the job holder
- To book appointments for patients attending outpatient clinics, pre operativeassessment and admission for elective surgery in accordance with booking rules
- Display a professional attitude at all times when dealing with the general public andcolleagues alike whilst using effective communication skills to influence the out comein issues causing concern.
- To receive patients attending for elective admission or pre operative assessment, ensuring that all patient demographic details are updated both on PAS and in the casenotes.
- Assist members of the clinical staff with any queries concerning administrativeprocesses.
- To support and assist team members across sites where there are staff shortages,whilst working as part of one multidisciplinary team
- Deal with enquiries from patients, GPs and other disciplines of staff regardingbookings.
- Liaise with the consultant staff and medical secretaries regarding arranging urgentadmissions and /or outpatient appointments
- Process referrals to consultants for assessment of priority in a timely manner and oncethe relevant appointment is booked and negotiated with the patient ensure that all theassociated documentation is tracked and processed accordingly.
- Liaise with the clinical staff to ensure the delivery of a seamless service for patientsattending either as an outpatient or inpatient
- Promote and develop good communication links with all disciplines of staff involved inthe booking process both internal and external to the Trust.
Planning and Organisational Duties
- To locate and prepare casenotes for patients attending for elective admission and pre operative assessment and be responsible for the recording on PAS of all patient outcomes within agreed deadlines where appropriate
- To apply Trust and National policies and procedures in order to achieve internal and external targets and deadline.
- To be responsible for the quality and accuracy of all data input of both written and electronic information that they are recording.
- To resolve queries and redirect enquiries by utilising the knowledge and implementation of the 'Booking Methodology' and 'Waiting Time' targets.
- To undertake general clerical tasks as appropriate e.g. filing, photocopying
- Responsible for the reporting of any incidents / accidents to the supervisor and participating in the investigation by completing necessary documentation and any relevant follow up processes.
- Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards in a timely and accurate manner in accordance with Trust and National targets and guidelines
- Deal with the cancellation of clinics / theatre sessions and rebooking of patients in accordance with instructions and guidelines
- Maintain the accuracy of IP/OP Waiting Lists by ongoing validation ensuring compliance with access times and target
Communications and Key Working Relationships
- Demonstrate effective communication using the spoken and written word to influence the outcome.
- Demonstrate awareness and sensitivity of patients with hearing difficulties and where patients language is not Englis
- Receive and process all messages in accordance with instruction.
- Utilise the Trust's IT resources appropriately in line with the policies and procedure.
- Maintain accurate, timely and legible written and electronic records
Responsibility for Finance
- To be aware of the need for cost effective use of resources when delivering the service
Responsibility for Human Resources
- Adhere to Trust Policies, Procedures and Guidelines
- Ensure compliance with Mandatory training requirements in accordance with Trust Policy
- Compliance with Trust Policies and Procedures
Responsibility for Health & Safety
- Summon Security personnel to the department as and when required using own initiative
- To comply with all Health and Safety issues taking a proactive role by managing the Health and safety of themselves and others at all times where practicably possible.
- To take individual responsibility for managing risks within own working environment, complying with Trust regulations around reporting and managing risk reduction strategies.
- To be involved in managing related risk assessments and effectively taking care to include others that may be affected by their actions.
- To be pro-active regarding potential Health and Safety issues.
Responsibility for Teaching
- Support a learning environment to enable all members of the team to develop
- Recognise and accept responsibility for your own personal development
- Support developments that contribute to individual goals and to those of the department
Job description
Job responsibilities
Key results from the job holder
- To book appointments for patients attending outpatient clinics, pre operativeassessment and admission for elective surgery in accordance with booking rules
- Display a professional attitude at all times when dealing with the general public andcolleagues alike whilst using effective communication skills to influence the out comein issues causing concern.
- To receive patients attending for elective admission or pre operative assessment, ensuring that all patient demographic details are updated both on PAS and in the casenotes.
- Assist members of the clinical staff with any queries concerning administrativeprocesses.
- To support and assist team members across sites where there are staff shortages,whilst working as part of one multidisciplinary team
- Deal with enquiries from patients, GPs and other disciplines of staff regardingbookings.
- Liaise with the consultant staff and medical secretaries regarding arranging urgentadmissions and /or outpatient appointments
- Process referrals to consultants for assessment of priority in a timely manner and oncethe relevant appointment is booked and negotiated with the patient ensure that all theassociated documentation is tracked and processed accordingly.
- Liaise with the clinical staff to ensure the delivery of a seamless service for patientsattending either as an outpatient or inpatient
- Promote and develop good communication links with all disciplines of staff involved inthe booking process both internal and external to the Trust.
Planning and Organisational Duties
- To locate and prepare casenotes for patients attending for elective admission and pre operative assessment and be responsible for the recording on PAS of all patient outcomes within agreed deadlines where appropriate
- To apply Trust and National policies and procedures in order to achieve internal and external targets and deadline.
- To be responsible for the quality and accuracy of all data input of both written and electronic information that they are recording.
- To resolve queries and redirect enquiries by utilising the knowledge and implementation of the 'Booking Methodology' and 'Waiting Time' targets.
- To undertake general clerical tasks as appropriate e.g. filing, photocopying
- Responsible for the reporting of any incidents / accidents to the supervisor and participating in the investigation by completing necessary documentation and any relevant follow up processes.
- Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards in a timely and accurate manner in accordance with Trust and National targets and guidelines
- Deal with the cancellation of clinics / theatre sessions and rebooking of patients in accordance with instructions and guidelines
- Maintain the accuracy of IP/OP Waiting Lists by ongoing validation ensuring compliance with access times and target
Communications and Key Working Relationships
- Demonstrate effective communication using the spoken and written word to influence the outcome.
- Demonstrate awareness and sensitivity of patients with hearing difficulties and where patients language is not Englis
- Receive and process all messages in accordance with instruction.
- Utilise the Trust's IT resources appropriately in line with the policies and procedure.
- Maintain accurate, timely and legible written and electronic records
Responsibility for Finance
- To be aware of the need for cost effective use of resources when delivering the service
Responsibility for Human Resources
- Adhere to Trust Policies, Procedures and Guidelines
- Ensure compliance with Mandatory training requirements in accordance with Trust Policy
- Compliance with Trust Policies and Procedures
Responsibility for Health & Safety
- Summon Security personnel to the department as and when required using own initiative
- To comply with all Health and Safety issues taking a proactive role by managing the Health and safety of themselves and others at all times where practicably possible.
- To take individual responsibility for managing risks within own working environment, complying with Trust regulations around reporting and managing risk reduction strategies.
- To be involved in managing related risk assessments and effectively taking care to include others that may be affected by their actions.
- To be pro-active regarding potential Health and Safety issues.
Responsibility for Teaching
- Support a learning environment to enable all members of the team to develop
- Recognise and accept responsibility for your own personal development
- Support developments that contribute to individual goals and to those of the department
Person Specification
Additional
Essential
- Must be able to work flexibly and where appropriate cover annual leave or sickness
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
Knowledge
Essential
- Knowledge of general office systems and protocols in a customer related environment
- Ability to follow guidelines and procedure
- Knowledge of I.T. systems and packages within the workplace
- Good understanding of customer care packages and procedures
Desirable
- Awareness of the 'Data Protection Act'
Skills
Essential
- Able to demonstrate keyboard skills with high level of data entry accuracy
- To demonstrate good telephone manner
- Must work well as part of a team but also able to work on own initiative
- To demonstrate excellent communication skills with all disciplines of staff
- Good organisational skills
- To work effectively to targets and deadlines and able to prioritise and manage workloads
- Ability to learn quickly and adapt to change in circumstances
Desirable
- To deliver high level of customer service using electronic, telephone and other channels of communication
Experience
Essential
- Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions
- Recent work experience within an administration / office setting
- Experience of using I.T. systems in the workplace
Desirable
- Recent work experience within a healthcare administration setting
Qualifications
Essential
- Educated to GCSE Level (or equivalent/experience)
Desirable
- ECDL or equivalent IT qualification
- To hold NVQ 2 clerical qualification or equivalent
Person Specification
Additional
Essential
- Must be able to work flexibly and where appropriate cover annual leave or sickness
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
Knowledge
Essential
- Knowledge of general office systems and protocols in a customer related environment
- Ability to follow guidelines and procedure
- Knowledge of I.T. systems and packages within the workplace
- Good understanding of customer care packages and procedures
Desirable
- Awareness of the 'Data Protection Act'
Skills
Essential
- Able to demonstrate keyboard skills with high level of data entry accuracy
- To demonstrate good telephone manner
- Must work well as part of a team but also able to work on own initiative
- To demonstrate excellent communication skills with all disciplines of staff
- Good organisational skills
- To work effectively to targets and deadlines and able to prioritise and manage workloads
- Ability to learn quickly and adapt to change in circumstances
Desirable
- To deliver high level of customer service using electronic, telephone and other channels of communication
Experience
Essential
- Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions
- Recent work experience within an administration / office setting
- Experience of using I.T. systems in the workplace
Desirable
- Recent work experience within a healthcare administration setting
Qualifications
Essential
- Educated to GCSE Level (or equivalent/experience)
Desirable
- ECDL or equivalent IT qualification
- To hold NVQ 2 clerical qualification or equivalent
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.
Employer details
Employer name
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Wrightington Hospital
Hall Lane
Appley Bridge
WN6 9EP
Employer's website
http://www.wwl.nhs.uk/ (Opens in a new tab)
