Job summary
An exciting opportunity has arisen within the established Oral & Maxillofacial Service for an experienced administrator. The ideal candidate will possess excellent communication skills, with the ability to effectively manage a high volume of telephone calls and face-to-face enquiries from the public. The ability to remain calm under pressure is essential in this role.
You should have a good standard of education, excellent keyboard skills, and be an effective team player, working collaboratively with colleagues to support the smooth running of the service.
Main duties of the job
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Telephone Service:Provide a prompt, courteous, and professional telephone service to patients in accordance with office procedures, supporting the efficient and effective operation of the Oral & Maxillofacial Unit.
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Clinic Appointment Coordination:Work closely with nursing and medical staff to manage the booking, rearranging, or cancellation of designated follow-up clinics. Ensure appointments are scheduled efficiently and escalate any booking issues promptly to avoid compromising patient care.
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.
Job description
Job responsibilities
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Telephone and Appointment Management:Answer telephone calls in a polite, friendly, and professional manner, dealing with all patient enquiries promptly. Schedule appropriate appointments, including rearranging, cancelling, or rescheduling through the IPM system due to service pressures. Provide accurate and appropriate guidance to patients.
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Message and Email Handling:Respond to voice messages and emails in a timely and efficient manner.
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Patient Engagement:Use persuasive communication skills to encourage patients to attend their appointments, where necessary, in order to support national waiting time standards.
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Waiting List Validation:Support the validation of patient waiting lists on the IPM system, ensuring accuracy and up-to-date information.
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Administrative and Reception Duties:Undertake general office duties and provide reception cover to ensure the smooth and efficient operation of the Oral & Maxillofacial Unit.
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Data Integrity:Use the NHS Spine Portal to verify and maintain the integrity of patients data, updating systems as needed.
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Flexibility and Team Support:Work with a reasonable degree of flexibility to provide cover for colleagues during periods of sickness or holiday.
Job description
Job responsibilities
-
Telephone and Appointment Management:Answer telephone calls in a polite, friendly, and professional manner, dealing with all patient enquiries promptly. Schedule appropriate appointments, including rearranging, cancelling, or rescheduling through the IPM system due to service pressures. Provide accurate and appropriate guidance to patients.
-
Message and Email Handling:Respond to voice messages and emails in a timely and efficient manner.
-
Patient Engagement:Use persuasive communication skills to encourage patients to attend their appointments, where necessary, in order to support national waiting time standards.
-
Waiting List Validation:Support the validation of patient waiting lists on the IPM system, ensuring accuracy and up-to-date information.
-
Administrative and Reception Duties:Undertake general office duties and provide reception cover to ensure the smooth and efficient operation of the Oral & Maxillofacial Unit.
-
Data Integrity:Use the NHS Spine Portal to verify and maintain the integrity of patients data, updating systems as needed.
-
Flexibility and Team Support:Work with a reasonable degree of flexibility to provide cover for colleagues during periods of sickness or holiday.
Person Specification
Qualifications
Essential
- Good GCSE (or equivalent) English Language and Maths (Grade C or above)
- RSA 2 or equivalent keyboard skills
Experience
Essential
- Administration / clerical experience in customer care roles
- Experience of data entry
- Experience of dealing with enquiries from members of public
Desirable
- Knowledge of Retinal Screening
- Use of Hospital PiMS
Knowledge
Essential
- Excellent interpersonal communication skills, both written and verbal
- Excellent telephone manner
- Excellent organisational and time management skills
- Ability to prioritise tasks
Person Specification
Qualifications
Essential
- Good GCSE (or equivalent) English Language and Maths (Grade C or above)
- RSA 2 or equivalent keyboard skills
Experience
Essential
- Administration / clerical experience in customer care roles
- Experience of data entry
- Experience of dealing with enquiries from members of public
Desirable
- Knowledge of Retinal Screening
- Use of Hospital PiMS
Knowledge
Essential
- Excellent interpersonal communication skills, both written and verbal
- Excellent telephone manner
- Excellent organisational and time management skills
- Ability to prioritise tasks
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).
