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Booking Clerk / Receptionist

Torbay and South Devon NHS Foundation Trust

Information:

This job is now closed

Job summary

Booking Clerk / Receptionist - Patient Access Centre

We are looking to recruit 5 x 15 hour posts into the Patient Access Centre, working a varied pattern of 4:45pm-7:45pm Monday-Friday and 8:30am-5:00pm Saturday and Sunday, covering both the Booking Clerk and Receptionist role.

This role will be based both in the Patient Access Centre, providing an out of hours booking service for a range of our specialties and also across a selection of our Outpatient Reception desks during the weekend, providing admin support to weekend clinics for a range of specialties.

The ideal candidate will be proactive and confident, with the ability to work with minimal supervision and to manage their workload effectively.

A background in customer service would be desirable.

Main duties of the job

  • Handling inbound calls
  • Booking, cancelling and rearranging Outpatient appointments
  • Making outbound calls
  • Maintaining a high standard of customer service
  • Use of hospital systems to effectively support the management of the patient journey
  • Managing pending lists and wait times
  • Processing new referrals from external and internal sources
  • Checking patients in for Outpatient appointments
  • Management of notes (tracering, requesting, etc.)
  • Setting up of clinics for day
  • Assoctiated administration tasks (completeing outcomes, etc.)
  • Liaising with colleagues at all levels to ensure the patient journey is smooth
  • To work in accordance with the Trust policies at all times

About us

The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT).

The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology.

We also cover a wide remit of reception areas for the Acute and Community hospitals, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT and Paignton Health and Wellbeing Centre.The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital.

The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year.

Why Work With Us

Date posted

13 November 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year Pro Rata

Contract

Permanent

Working pattern

Part-time

Reference number

388-5717752-A&C

Job locations

Torbay Hospital

Torquay

TQ2 7AA


Job description

Job responsibilities

For further details on the responsibilities of the role, please refer to the attached Job Description and Person Specification.

Job description

Job responsibilities

For further details on the responsibilities of the role, please refer to the attached Job Description and Person Specification.

Person Specification

Qualifications and training

Essential

  • Minimum of 4 x GCSE Grade A-C (including English) or equivalent

Desirable

  • NVQ Administration Level 2 or equivalent

Knowledge and experience

Essential

  • Customer Service experience
  • Administrative and clerical experience
  • Experience of working with computers, including Excel
  • Understanding the importance of maintaining confidentiality
  • Organisational and time management skills
  • Ability to work under pressure

Desirable

  • Previous NHS experience
  • Knowledge Referral to Treatment Targets (RTT)
  • Knowledge of Hosptial Systems

Physical skills

Essential

  • Lifting and carrying case notes on a regular basis
Person Specification

Qualifications and training

Essential

  • Minimum of 4 x GCSE Grade A-C (including English) or equivalent

Desirable

  • NVQ Administration Level 2 or equivalent

Knowledge and experience

Essential

  • Customer Service experience
  • Administrative and clerical experience
  • Experience of working with computers, including Excel
  • Understanding the importance of maintaining confidentiality
  • Organisational and time management skills
  • Ability to work under pressure

Desirable

  • Previous NHS experience
  • Knowledge Referral to Treatment Targets (RTT)
  • Knowledge of Hosptial Systems

Physical skills

Essential

  • Lifting and carrying case notes on a regular basis

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Torbay and South Devon NHS Foundation Trust

Address

Torbay Hospital

Torquay

TQ2 7AA


Employer's website

https://www.torbayandsouthdevon.nhs.uk (Opens in a new tab)

Employer details

Employer name

Torbay and South Devon NHS Foundation Trust

Address

Torbay Hospital

Torquay

TQ2 7AA


Employer's website

https://www.torbayandsouthdevon.nhs.uk (Opens in a new tab)

For questions about the job, contact:

PAC Coordinator

Amyleigh Parker

Amyleigh.Parker@nhs.net

01803656340

Date posted

13 November 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year Pro Rata

Contract

Permanent

Working pattern

Part-time

Reference number

388-5717752-A&C

Job locations

Torbay Hospital

Torquay

TQ2 7AA


Supporting documents

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