Job summary
Working at Wythenshawe Hospital or Trafford General Hospital. (To be discussed at interview)
Being part of an established team ensuring all patients appointments are managed within the specified specialty.
The team are committed to delivering a service to patients and engaging with all disciplines of staff within the trust to achieve the expected standard set.
Main duties of the job
To undertake all duties allocated by the Outpatient Team Leader as appropriate to the role, eg creation and booking of adhoc clinics, registering referrals, booking appointments, etc.
To organise workload of self and team members prioritising urgent matters, eg capacity shortfalls, creation and booking of a short notice adhoc clinic for urgent patients.
To escalate shortfalls in capacity to Consultants and Directorate Management Teams in line with policies and procedures.
To communicate with service users in a sympathetic and empathetic manner using tact and diplomacy both in person and over the telephone.
To work in harmony with other team members in the Directorate displaying a 'one team' ethic at all times.
To escalate service issues or risks and concerns raised by service users to senior staff.
About us
MFT is one of the largest NHS Trust In England with a turnover of over £3bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent qualifications to demonstrate literacy and numeracy skills OR Successful completion of relevant NHS apprenticeship programme
- NVQ 2 in Customer Service or Medical Administration or evidence of continued development Or At least 3 years previous experience in an outpatient, admission or health records service area.
Desirable
- ECDL or other relevant IT qualifications
- NVQ 3 in Customer Service or other relevant subject matter
- Management course, eg MFT's LEAD programme
Experience
Essential
- Customer service
- Evidence of working as part of a team as well as in isolation
- Confidence in dealing with professional groups
- Evidence of handling difficult circumstances, eg customer complaints
- Knowledge of NHS administrative procedures
Desirable
- Previous experience of supervising staff
- Previous experience of performance management
- Previous experience of effectively managing a waiting list
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent qualifications to demonstrate literacy and numeracy skills OR Successful completion of relevant NHS apprenticeship programme
- NVQ 2 in Customer Service or Medical Administration or evidence of continued development Or At least 3 years previous experience in an outpatient, admission or health records service area.
Desirable
- ECDL or other relevant IT qualifications
- NVQ 3 in Customer Service or other relevant subject matter
- Management course, eg MFT's LEAD programme
Experience
Essential
- Customer service
- Evidence of working as part of a team as well as in isolation
- Confidence in dealing with professional groups
- Evidence of handling difficult circumstances, eg customer complaints
- Knowledge of NHS administrative procedures
Desirable
- Previous experience of supervising staff
- Previous experience of performance management
- Previous experience of effectively managing a waiting list
