Job summary
We have an Exciting opportunity within the Outpatient Booking Team at Stockport NHS Foundation Trust. The post holder will be expected to undertake a variety of administrative tasks across all aspects of the Outpatient Booking Team. The role will also include phone sessions throughout the week.
The ideal candidate will possess:
- Excellent communication skills
- A flexible approach to work and the ability to work independently and as part of a team
- A keen eye for detail in data collection and recording
- Quick Learner
- Proactive
Full training will be given to the successful candidates in the relevant systems.
Main duties of the job
Take part in managing, on a daily basis, all appointment administration undertaken within the Outpatient Booking Team
Manage and monitor the outpatient waiting list
Book appointments
Ensure that all clinics are fully utilized
- Process patient referrals into the trust
Answer incoming calls from all our customers in a professional and appropriate manner and assist with specific enquiries
Make outgoing calls, negotiating appointment dates and times with patients
Deal with and respond to complaints in a positive manner
Access and update various IT systems i.e. the Trust Patient Administration System, the national Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and other IT systems
Ensure accurate and quality data entry at all times
- Any other duties commensurate with the role
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
- Between 27-33 days of annual leave plus bank holidays
- NHS pension scheme membership
- Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
- NHS Staff discounts
- Cycle to work scheme
- Salary finance - for loans, savings, budget planning and tips on managing debt
- Stockport Credit Union- for local financial advice
Job description
Job responsibilities
Main Duties and Responsibilities
Register referrals from all sources on the patient administrative system (PAS) and book appointments in accordance with clinical need and within local and national targets.
- Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using PAS and the national E-Referral Service systems to record appointments made
- Manage the Envoy reminder service responses.
Offer appointments to suspect cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database
Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List
Scan/upload all new referrals to the Evolve scanning system
Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department
Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action
Input, monitor and manage patient information on various IT systems
Discharge old and expired episodes on PAS, completing and updating the patients pathway
Liaise with referrers/ GP practices regarding incorrect patient information or referrals
Liaise with multidisciplinary internal teams regarding clinic utilisation
Cancelling clinics for clinical staff leave including emergency cancellations
Escalating concerns and lack of capacity to the relevant business groups
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Please note: This vacancy may close earlier than the advertised date and time if sufficient applications are received.
Job description
Job responsibilities
Main Duties and Responsibilities
Register referrals from all sources on the patient administrative system (PAS) and book appointments in accordance with clinical need and within local and national targets.
- Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using PAS and the national E-Referral Service systems to record appointments made
- Manage the Envoy reminder service responses.
Offer appointments to suspect cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database
Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List
Scan/upload all new referrals to the Evolve scanning system
Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department
Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action
Input, monitor and manage patient information on various IT systems
Discharge old and expired episodes on PAS, completing and updating the patients pathway
Liaise with referrers/ GP practices regarding incorrect patient information or referrals
Liaise with multidisciplinary internal teams regarding clinic utilisation
Cancelling clinics for clinical staff leave including emergency cancellations
Escalating concerns and lack of capacity to the relevant business groups
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Please note: This vacancy may close earlier than the advertised date and time if sufficient applications are received.
Person Specification
Knowledge
Essential
- General knowledge of office/admin procedures
Desirable
- Customer service experience
- Knowledge of NHS and Outpatient bookings procedures
Experience
Essential
- Extensive administration experience
- Telephone experience
- Experience using large databases to process information
Desirable
- Outpatient booking experiences , use of PAS system
Skills and Abilities
Essential
- Enthusiastic , confident approach to change , calm under pressure
- Able to work independently as well as part of team
- Excellent verbal and written communication skills
- Ability to pay close attention to detail when entering data & a systematic approach to work
- Proactive
- Excellent IT skills
Education
Essential
- 5 GCSEs or relevant office experience
Person Specification
Knowledge
Essential
- General knowledge of office/admin procedures
Desirable
- Customer service experience
- Knowledge of NHS and Outpatient bookings procedures
Experience
Essential
- Extensive administration experience
- Telephone experience
- Experience using large databases to process information
Desirable
- Outpatient booking experiences , use of PAS system
Skills and Abilities
Essential
- Enthusiastic , confident approach to change , calm under pressure
- Able to work independently as well as part of team
- Excellent verbal and written communication skills
- Ability to pay close attention to detail when entering data & a systematic approach to work
- Proactive
- Excellent IT skills
Education
Essential
- 5 GCSEs or relevant office experience
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).
