Job summary
KIDDERMINSTER HOSPITAL
AND TREATMENT CENTRE
CALL CENTRE
APPOINTMENTS CO-ORDINATOR
BAND 3
37.5 HOURS PER WEEK
SHIFT PATTERN: Flexible to meet service needs: Hours will vary between 8.00am 5.00pm Monday
to Friday
LOCATION: KIDDERMINSTER
In
your current role, do people tell you that you have excellent customer care
skills? If so, we would like you to join
our friendly Call Centre team.
We
are looking for someone to assist patients in the booking of appointments in a
sympathetic and supportive manner. You
will be part of the county wide booking services team and are also an essential
part of the clinical service.
The
departments are busy throughout the day, so candidates must be able to demonstrate
that they are able to work under pressure, able to use their own initiative and
are very organised.
A
friendly, reassuring disposition is essential for this role. You must possess good communication skills
and quick keyboard skills.
A
working knowledge of the Hospital Patient Administration System and hospital
environment is preferred, but not essential.
For informal enquiries please contact Melissa Butler , Booking Services Team Leader at Kidderminster Treatment Centre on (01562) 513219 (internal ext. 55143).
Main duties of the job
The postholder will be responsible for answering calls in the Call Centre and participate in all aspects of appointment making, including scheduling, changing, validating and cancelling patient appointments, mainly by telephone contact with the public.
The postholder will ensure that all patient information in manual and computerised systems is dealt with in accordance with agreed policies and procedures.
Staff will also ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Patient Access, confidentiality and information security.
About us
Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Our objectives are simple:
- Best services for local people
- Best experience of care and best outcomes for our patients
- Best use of resources
- Best people
Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
Job description
Job responsibilities
KEY RESPONSIBILITIES
1) Responsible for answering any calls coming into the Booking Services Call Centre daily ensuring that patients appointment queries are dealt with in a timely manner and in line with Booking Services procedures.
2) To ensure that patients are allocated appointments and admissions in chronological order and offered a suitable date to attend when they telephone to make a booking.
3) To be responsible for managing and updating the Envoy text reminder system daily ensuring that all text messages are actioned and appointments updated on the PAS system.
4) To make changes to and update patient demographic information on the PAS system as and when required.
5) To communicate with patients (and occasionally GPs) regarding appointments, admissions and removals from the waiting list, both over the telephone and in writing, as appropriate.
6) To ensure that patients are allocated dates to avoid vacant slots in clinics/theatre lists and that clinics booking rules are adhered to.
7) To support the Outpatient Appointments Co-Ordinators when requests for cancelled / reduced / additional clinics are actioned, offering patients appropriate revised appointment dates over the telephone.
8) To inform the Appointment Co-Ordinators when long waiting patients select dates that cause breaches to the national waiting times targets.
9) To support the Booking Services co-ordinators which may involve contacting patients, iding and partial booking, updating e-RS, confirming outpatient appointments, as and when required.
10) To ensure that Booking Services co-ordinators across sites are provided with appropriate information regarding patients, in order to carry out their work
effectively.
11) To ensure that all calls to make appointments or admissions are dealt with promptly and professionally in line with Patient Access policies and procedures for the service.
12) To respond to any queries and complaints from patients ensuring that any serious issues are passed on to the appropriate Team Leader or Manager.
13) To contact patients by phone or letter to establish if appointments or admissions are still required
14) To ensure that all patients recorded data in manual and computerised systems is dealt with in accordance with agreed policies and procedures.
15) To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Patient Access, confidentiality and information security.
16) Any other duties within grade appropriate. You may be asked to cover Booking Services work on any of the sites to help over sickness and annual leave including front of house reception duties if required.
Vision and Values:
The Trust aims to provide local services for local people. It has developed its vision to reflect this commitment.
To continue to be the major provider of acute/specialist services for the people of Worcestershire (and wider) with a strong reputation for providing outstanding, high quality, reliable, accessible and integrated healthcare for local people
Driving this commitment is a set of Trust-wide values, developed by the Trusts staff:
- Patients: Patients at the centre of all we do everyone is entitled to privacy, dignity and compassion
- Respect: Treating everyone patients, colleagues and the public as you would want to be treated yourself
- Improve/Involve: The best patient pathways, thinking innovatively, valuing patients and involving stakeholders
- Dependable: Driving safe, quality care, getting things right first time, learning from mistakes, dependable services with good communication
- Empower: Staff take personal responsibility for their actions, challenging if something is not right.
Standard Clauses:
The purpose of this post should remain constant, but the duties and responsibilities may vary over time within the overall role and level of the post. The post holder may from time to time be asked to undertake other reasonable duties. Any such changes will be made in discussion with the post holder in the light of service needs.
Competence
The post holder is responsible for limiting his / her actions to those which s/he feels competent to undertake. If the post holder has any doubts as to his or her competence during the course of his / her duties then s/he should immediately speak to their line manager or supervisor.
Codes of conduct
All employees of the Trust who are required to be registered with a professional body, to enable them to practise within their profession, are required to comply with their code of conduct and requirements of their professional registration. Those staff that are not required to be registered with a professional body are required to comply with the Trusts codes of conduct.
Confidentiality
The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and other Health Service business.
Records Management
All employees of the Trust are legally responsible for all records that they gather, create or use as part of their work within the Trust (including patient, financial, personnel and administrative), whether paper or computer based. All such records are considered public records and all employees have a legal duty of confidence to service users. Employees should consult their manager if they have any doubt as to the correct management of records with which they work.
Health and Safety
Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) and the Manual Handling Operations Regulations (1992) and all relevant Trust Health and Safety Policies and Guidance. This ensures that the agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors to the Trust.
Infection Control
Employees must accept personal responsibility and accountability for Infection Prevention and Control practice. Employees should ensure they are familiar with, and comply with, all relevant Infection Control policies for minimising the risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatory updates in Infection Control.
Job description
Job responsibilities
KEY RESPONSIBILITIES
1) Responsible for answering any calls coming into the Booking Services Call Centre daily ensuring that patients appointment queries are dealt with in a timely manner and in line with Booking Services procedures.
2) To ensure that patients are allocated appointments and admissions in chronological order and offered a suitable date to attend when they telephone to make a booking.
3) To be responsible for managing and updating the Envoy text reminder system daily ensuring that all text messages are actioned and appointments updated on the PAS system.
4) To make changes to and update patient demographic information on the PAS system as and when required.
5) To communicate with patients (and occasionally GPs) regarding appointments, admissions and removals from the waiting list, both over the telephone and in writing, as appropriate.
6) To ensure that patients are allocated dates to avoid vacant slots in clinics/theatre lists and that clinics booking rules are adhered to.
7) To support the Outpatient Appointments Co-Ordinators when requests for cancelled / reduced / additional clinics are actioned, offering patients appropriate revised appointment dates over the telephone.
8) To inform the Appointment Co-Ordinators when long waiting patients select dates that cause breaches to the national waiting times targets.
9) To support the Booking Services co-ordinators which may involve contacting patients, iding and partial booking, updating e-RS, confirming outpatient appointments, as and when required.
10) To ensure that Booking Services co-ordinators across sites are provided with appropriate information regarding patients, in order to carry out their work
effectively.
11) To ensure that all calls to make appointments or admissions are dealt with promptly and professionally in line with Patient Access policies and procedures for the service.
12) To respond to any queries and complaints from patients ensuring that any serious issues are passed on to the appropriate Team Leader or Manager.
13) To contact patients by phone or letter to establish if appointments or admissions are still required
14) To ensure that all patients recorded data in manual and computerised systems is dealt with in accordance with agreed policies and procedures.
15) To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Patient Access, confidentiality and information security.
16) Any other duties within grade appropriate. You may be asked to cover Booking Services work on any of the sites to help over sickness and annual leave including front of house reception duties if required.
Vision and Values:
The Trust aims to provide local services for local people. It has developed its vision to reflect this commitment.
To continue to be the major provider of acute/specialist services for the people of Worcestershire (and wider) with a strong reputation for providing outstanding, high quality, reliable, accessible and integrated healthcare for local people
Driving this commitment is a set of Trust-wide values, developed by the Trusts staff:
- Patients: Patients at the centre of all we do everyone is entitled to privacy, dignity and compassion
- Respect: Treating everyone patients, colleagues and the public as you would want to be treated yourself
- Improve/Involve: The best patient pathways, thinking innovatively, valuing patients and involving stakeholders
- Dependable: Driving safe, quality care, getting things right first time, learning from mistakes, dependable services with good communication
- Empower: Staff take personal responsibility for their actions, challenging if something is not right.
Standard Clauses:
The purpose of this post should remain constant, but the duties and responsibilities may vary over time within the overall role and level of the post. The post holder may from time to time be asked to undertake other reasonable duties. Any such changes will be made in discussion with the post holder in the light of service needs.
Competence
The post holder is responsible for limiting his / her actions to those which s/he feels competent to undertake. If the post holder has any doubts as to his or her competence during the course of his / her duties then s/he should immediately speak to their line manager or supervisor.
Codes of conduct
All employees of the Trust who are required to be registered with a professional body, to enable them to practise within their profession, are required to comply with their code of conduct and requirements of their professional registration. Those staff that are not required to be registered with a professional body are required to comply with the Trusts codes of conduct.
Confidentiality
The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and other Health Service business.
Records Management
All employees of the Trust are legally responsible for all records that they gather, create or use as part of their work within the Trust (including patient, financial, personnel and administrative), whether paper or computer based. All such records are considered public records and all employees have a legal duty of confidence to service users. Employees should consult their manager if they have any doubt as to the correct management of records with which they work.
Health and Safety
Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) and the Manual Handling Operations Regulations (1992) and all relevant Trust Health and Safety Policies and Guidance. This ensures that the agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors to the Trust.
Infection Control
Employees must accept personal responsibility and accountability for Infection Prevention and Control practice. Employees should ensure they are familiar with, and comply with, all relevant Infection Control policies for minimising the risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatory updates in Infection Control.
Person Specification
Qualifications
Essential
- 5GCSE/OLevel in Maths & English or equivalent
- ECDL or Equivalent experience
Skills/Knowledge
Essential
- PAS System
- 18 week pathway
- Cancelled Clinic Database
- E-Referrals
- Patient Access Policy
- Inpatient Waiting list,
- Gained through experience and training
- Keyboard skills including excel, word and Microsoft outlook
Experience
Essential
- Experience in Waiting List Management
- Experience of working with general public
- Working within deadlines
Personal Qualities
Essential
- Ability to manage own workload and work on own initiative
- Organised
- Team player
- Professional, approachable and friendly manner
- Ability to work flexibly/able to cover others for annual leave and sickness.
- Able to travel across sites for training or if required
Other Job Requirements
Essential
- Standard Clauses
- A Disclosures and Barring Service check will be carried out where the position is eligible for a Disclosures and Barring Service Check in accordance with the 2012 Protection of Freedom Act and the guidance issued by the DBS.
- All posts working with children or vulnerable adults are required to have an Enhanced DBS checked including checking against DBS / ISA Vetting and Barring lists.
Person Specification
Qualifications
Essential
- 5GCSE/OLevel in Maths & English or equivalent
- ECDL or Equivalent experience
Skills/Knowledge
Essential
- PAS System
- 18 week pathway
- Cancelled Clinic Database
- E-Referrals
- Patient Access Policy
- Inpatient Waiting list,
- Gained through experience and training
- Keyboard skills including excel, word and Microsoft outlook
Experience
Essential
- Experience in Waiting List Management
- Experience of working with general public
- Working within deadlines
Personal Qualities
Essential
- Ability to manage own workload and work on own initiative
- Organised
- Team player
- Professional, approachable and friendly manner
- Ability to work flexibly/able to cover others for annual leave and sickness.
- Able to travel across sites for training or if required
Other Job Requirements
Essential
- Standard Clauses
- A Disclosures and Barring Service check will be carried out where the position is eligible for a Disclosures and Barring Service Check in accordance with the 2012 Protection of Freedom Act and the guidance issued by the DBS.
- All posts working with children or vulnerable adults are required to have an Enhanced DBS checked including checking against DBS / ISA Vetting and Barring lists.
