Job summary
The role of the Booking Clerk / Receptionist is critical in providing efficient administration in all aspects of patient appointment booking including confirmation calling and back-filling short notice cancellations for outpatient appointments on Hutchings Ward.
Hutchings Ward operates as an outpatient clinic space supporting all aspects of Gastroenterology, Colorectal, and Upper GI outpatient clinics.
You will provide patient facing reception cover and all associated admin tasks to assist the clinical teams on Hutchings Ward, with strict adherence and compliance to the Trust's Patient Access Policy. They will ensure that patients are treated with courtesy, dignity and respect.
Main duties of the job
The main duties of the job role include:
- Handling inbound calls for Hutchings Ward.
- Making outbound calls, including calls to patients prior to their appointment to confirm attendance.
- Monitoring short notice cancellations to clinics and backfilling appointments
Checking patients in for Outpatient appointments
Booking, cancelling and rearranging Outpatient appointments
Management of patient notes (tracing, requesting, etc.)
Setting up of clinics (including printing additional attendance lists/patient labels)
Associated administration tasks (completing outcomes, unloading notes, finding referrals etc.)
Maintaining a high standard of customer service
Use of hospital systems to effectively support the management of the patient journey
Managing clinic capacity
Managing pending lists and wait times
Managing spreadsheets as required
Processing new referrals from external and internal sources
Liaising with colleagues at all levels to ensure the patient journey is smooth
Assist clinical teams in the department with administrative tasks.
Work in accordance with the Trust policies at all times
Work in accordance with and always uphold the Trust Values
About us
Hutchings Day Unit and outpatient ward is part of Gastrointestinal Services based on Level 8 of Torbay Hospital.
It has a multidisciplinary team consisting of Gastroenterology Consultants, Upper GI and Colorectal Surgeons, Specialist Nurses, AHP's and the administrative support team.
The administrative team work closely to provide efficient administrative and reception support to the teams on the unit while delivering a high quality of care to each patient attending the department.
The department is well regarded across the Trust as a model example of how a mixed outpatient space can work well, and also benchmarks well both regionally and nationally.
Why Work With Us
Job description
Job responsibilities
For the detailed job description and main responsibilities, please refer to the job description and person specification which is attached to this job advert.
Job description
Job responsibilities
For the detailed job description and main responsibilities, please refer to the job description and person specification which is attached to this job advert.
Person Specification
Qualifications
Essential
- oMinimum of 4 A-C GCSE or equivalent
Desirable
- oNVQ Level 2 or equivalent knowledge and skills in Administration or Customer Service
Know
Essential
- oCustomer Service Experience
- Administration/Clerical Experience
- Good understanding of Confidentially and Data Protection
- Good working IT knowledge, specifically Microsoft packages including Excel, Outlook, Word
- Awareness of Equality and Diversity needs
Desirable
- Previous NHS experience
- Knowledge of Hospital systems including IHCS, E-Referral Service, Patient Target List, CRIS, Clinical Portal, Infoflex
- Knowledge of Referral to Treatment pathways
- Intermediate knowledge of Excel and Outlook
- Knowledge and understanding of Trust Values
Skills
Essential
- oAbility to communicate effectively at all levels
- oExcellent organisational and time management skills
- oAbility to prioritise workloads to meet deadlines
- oAdaptable and flexible
- Confident, self-motivated and able to use own initiative
Person Specification
Qualifications
Essential
- oMinimum of 4 A-C GCSE or equivalent
Desirable
- oNVQ Level 2 or equivalent knowledge and skills in Administration or Customer Service
Know
Essential
- oCustomer Service Experience
- Administration/Clerical Experience
- Good understanding of Confidentially and Data Protection
- Good working IT knowledge, specifically Microsoft packages including Excel, Outlook, Word
- Awareness of Equality and Diversity needs
Desirable
- Previous NHS experience
- Knowledge of Hospital systems including IHCS, E-Referral Service, Patient Target List, CRIS, Clinical Portal, Infoflex
- Knowledge of Referral to Treatment pathways
- Intermediate knowledge of Excel and Outlook
- Knowledge and understanding of Trust Values
Skills
Essential
- oAbility to communicate effectively at all levels
- oExcellent organisational and time management skills
- oAbility to prioritise workloads to meet deadlines
- oAdaptable and flexible
- Confident, self-motivated and able to use own initiative
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).
