Job summary
Previous applicants need
not apply.
An
exciting opportunity has arisen for an Appointments Administrator to join the
Central Appointments team at Darlington Memorial Hospital Working 22.5hours per
week.
We are looking for an
enthusiastic, pro-active person to assist in delivering an efficient, patient
focused service within the Central Appointments Department. This role is within
a call centre environment taking in excess of 500 calls per day.
You will assist in carrying
out all administrative tasks within the Departments main office, including
logging referral letters onto the Patient Administrative System, arranging
outpatient appointments and managing responsibilities in relation to the ERS
system as well as answering telephone calls.
The
post is for 22.5 hours per week Monday - Friday with some Hybrid working
included.
Main duties of the job
You
will be responsible for logging outpatient referrals onto the Patient
Administration System, inviting patients to contact the department or
telephoning patients to arrange an appointment, ensuring that all appointments
are booked in accordance within Trust timescales and manage administrative
tasks associated with appointments booked via the ERS system. You will also book review appointments as
requested.
The ability to work under
pressure is essential both individually and as part of a team is important to
ensure that deadlines are met. Good organisational and interpersonal skills are
essential in order to be able to achieve this.
Excellent customer service
skills are essential for this role.
Candidates
must be interested in ensuring patient satisfaction, a good telephone manner
and be flexible in hours of work. A high
level of accuracy and a conscientious approach is essential along with the
ability to work effectively within a team.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary £23,200, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
Processing
all new patients on Patient Administration Systems where the patient has not
attended clinic but need a further appointment. Consideration needs to be given
as to whether a safeguarding issue should be raised for paediatrics or vulnerable
patients who have been unable to access their appointment. Prompt rebooking
must take place for all paediatrics and elderly patients within trust
guidelines.
Responsible for data
quality when updating patient demographics, next of kin, adding referrals,
extracting and producing information (including information to patients) in the
trust across all of the Patient Administration Systems
Maintaining information
across multiple complex computer systems, including Microsoft packages, shared
drives, EPR , E-referral System, and NHS Spine Portal. Providing support and
guidance to GP surgeries, secretaries and consultants on how to use each of the
computer systems where necessary. Managing multiple systems is complex and
attention to detail is essential to ensure accuracy. Adhering to
Confidentiality and Data Protection Policies is vital
Deal with sensitive and
confidential information in a calm and professional manner adhering to both
Internal and National guidelines. When taking calls, you may have to provide
sensitive, confidential and complex information to patients and or their carers
often in response to invitations sent by the department. Appointments must be
booked sensitively, with an empathetic manner, reassuring any distressed or
confused patients. Highlight appropriate contacts if patients require further
medical information which is not in our remit to share
Treat everyone with respect
and dignity. Help patients to overcome any boundaries that may prevent them
from attending appointments. Provide information regarding transport,
wheelchair availability, portering services and interpreting services. Provide
communications in a range of formats including large print or braille. Adjust
communication techniques supporting those that cannot read, or do not
understand or are scared about their appointment. Book interpreters if
necessary and ensure patients are aware using the correct communication tools.
Where a patient is not responding the GP may need to be contacted by the
Appointments Administrator to ask for their assistance in contacting the
patient
Autonomously organise and
prioritise your own workload according to the variable demands of the
specialties and the department; adjusting the priorities throughout the day as
further work is emailed in to the department or when processing more complex
bookings and dealing with both internal and external calls. Liaise with
consultants to advise of any issues around slot booking and overbooking of
clinics where guidance has not already been providedProcessing all new patients
on Patient Administration Systems where the patient has not attended clinic but
need a further appointment. Consideration needs to be given as to whether a
safeguarding issue should be raised for paediatrics or vulnerable patients who
have been unable to access their appointment. Prompt rebooking must take place
for all paediatrics and elderly patients within trust guidelines.
Responsible for data
quality when updating patient demographics, next of kin, adding referrals,
extracting and producing information (including information to patients) in the
trust across all of the Patient Administration Systems
Maintaining information
across multiple complex computer systems, including Microsoft packages, shared
drives, EPR , E-referral System, and NHS Spine Portal. Providing support and
guidance to GP surgeries, secretaries and consultants on how to use each of the
computer systems where necessary. Managing multiple systems is complex and
attention to detail is essential to ensure accuracy. Adhering to
Confidentiality and Data Protection Policies is vital
Deal with sensitive and
confidential information in a calm and professional manner adhering to both
Internal and National guidelines. When taking calls, you may have to provide
sensitive, confidential and complex information to patients and or their carers
often in response to invitations sent by the department. Appointments must be
booked sensitively, with an empathetic manner, reassuring any distressed or
confused patients. Highlight appropriate contacts if patients require further
medical information which is not in our remit to share
Treat everyone with respect
and dignity. Help patients to overcome any boundaries that may prevent them
from attending appointments. Provide information regarding transport,
wheelchair availability, portering services and interpreting services. Provide
communications in a range of formats including large print or braille. Adjust
communication techniques supporting those that cannot read, or do not understand
or are scared about their appointment. Book interpreters if necessary and
ensure patients are aware using the correct communication tools. Where a
patient is not responding the GP may need to be contacted by the Appointments
Administrator to ask for their assistance in contacting the patient
Autonomously organise and
prioritise your own workload according to the variable demands of the
specialties and the department; adjusting the priorities throughout the day as
further work is emailed in to the department or when processing more complex
bookings and dealing with both internal and external calls. Liaise with
consultants to advise of any issues around slot booking and overbooking of
clinics where guidance has not already been provided
To
have a flexible approach to the departments demands and to assist where
appropriate in the provision of cover for other colleagues and departments
during emergencies, sickness and holidays.
Job description
Job responsibilities
Processing
all new patients on Patient Administration Systems where the patient has not
attended clinic but need a further appointment. Consideration needs to be given
as to whether a safeguarding issue should be raised for paediatrics or vulnerable
patients who have been unable to access their appointment. Prompt rebooking
must take place for all paediatrics and elderly patients within trust
guidelines.
Responsible for data
quality when updating patient demographics, next of kin, adding referrals,
extracting and producing information (including information to patients) in the
trust across all of the Patient Administration Systems
Maintaining information
across multiple complex computer systems, including Microsoft packages, shared
drives, EPR , E-referral System, and NHS Spine Portal. Providing support and
guidance to GP surgeries, secretaries and consultants on how to use each of the
computer systems where necessary. Managing multiple systems is complex and
attention to detail is essential to ensure accuracy. Adhering to
Confidentiality and Data Protection Policies is vital
Deal with sensitive and
confidential information in a calm and professional manner adhering to both
Internal and National guidelines. When taking calls, you may have to provide
sensitive, confidential and complex information to patients and or their carers
often in response to invitations sent by the department. Appointments must be
booked sensitively, with an empathetic manner, reassuring any distressed or
confused patients. Highlight appropriate contacts if patients require further
medical information which is not in our remit to share
Treat everyone with respect
and dignity. Help patients to overcome any boundaries that may prevent them
from attending appointments. Provide information regarding transport,
wheelchair availability, portering services and interpreting services. Provide
communications in a range of formats including large print or braille. Adjust
communication techniques supporting those that cannot read, or do not
understand or are scared about their appointment. Book interpreters if
necessary and ensure patients are aware using the correct communication tools.
Where a patient is not responding the GP may need to be contacted by the
Appointments Administrator to ask for their assistance in contacting the
patient
Autonomously organise and
prioritise your own workload according to the variable demands of the
specialties and the department; adjusting the priorities throughout the day as
further work is emailed in to the department or when processing more complex
bookings and dealing with both internal and external calls. Liaise with
consultants to advise of any issues around slot booking and overbooking of
clinics where guidance has not already been providedProcessing all new patients
on Patient Administration Systems where the patient has not attended clinic but
need a further appointment. Consideration needs to be given as to whether a
safeguarding issue should be raised for paediatrics or vulnerable patients who
have been unable to access their appointment. Prompt rebooking must take place
for all paediatrics and elderly patients within trust guidelines.
Responsible for data
quality when updating patient demographics, next of kin, adding referrals,
extracting and producing information (including information to patients) in the
trust across all of the Patient Administration Systems
Maintaining information
across multiple complex computer systems, including Microsoft packages, shared
drives, EPR , E-referral System, and NHS Spine Portal. Providing support and
guidance to GP surgeries, secretaries and consultants on how to use each of the
computer systems where necessary. Managing multiple systems is complex and
attention to detail is essential to ensure accuracy. Adhering to
Confidentiality and Data Protection Policies is vital
Deal with sensitive and
confidential information in a calm and professional manner adhering to both
Internal and National guidelines. When taking calls, you may have to provide
sensitive, confidential and complex information to patients and or their carers
often in response to invitations sent by the department. Appointments must be
booked sensitively, with an empathetic manner, reassuring any distressed or
confused patients. Highlight appropriate contacts if patients require further
medical information which is not in our remit to share
Treat everyone with respect
and dignity. Help patients to overcome any boundaries that may prevent them
from attending appointments. Provide information regarding transport,
wheelchair availability, portering services and interpreting services. Provide
communications in a range of formats including large print or braille. Adjust
communication techniques supporting those that cannot read, or do not understand
or are scared about their appointment. Book interpreters if necessary and
ensure patients are aware using the correct communication tools. Where a
patient is not responding the GP may need to be contacted by the Appointments
Administrator to ask for their assistance in contacting the patient
Autonomously organise and
prioritise your own workload according to the variable demands of the
specialties and the department; adjusting the priorities throughout the day as
further work is emailed in to the department or when processing more complex
bookings and dealing with both internal and external calls. Liaise with
consultants to advise of any issues around slot booking and overbooking of
clinics where guidance has not already been provided
To
have a flexible approach to the departments demands and to assist where
appropriate in the provision of cover for other colleagues and departments
during emergencies, sickness and holidays.
Person Specification
Special Skills and Knowledge
Essential
- Knowledge of the 18 week Referral to Treatment.
- Able to effectively organise and prioritse workload and meet departmental standards, timescales and deadlines.
- Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face.
- Ability to handle sensitive information, communicating in a sensitive and compassionate manner.
- Interested in ensuring patient satisfaction.
- Able to work effectively as a team and autonomously with minimal supervision.
- Excellent Organisational skills and ability to prioritise.
- Ability to work under pressure.
- Good working knowledge of Microsoft Office packages including excel.
- Attention to detail.
- Flexible in hours of work and responsibilities.
Desirable
- Knowledge and experience of managing multiple systems - PAS, ERS.
Special Requirements
Essential
- Good interpersonal skills.
- Approachable and friendly.
- Ability to maintain strict confidentiality.
- Willing to undertake any training required for the post.
Desirable
Qualifications
Essential
- 2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care or relevant experience
Experience
Essential
- Working in a busy office Environment.
Desirable
- NHS Experience.
- Call Centre experience.
- Booking appoointments using a computer system.
Person Specification
Special Skills and Knowledge
Essential
- Knowledge of the 18 week Referral to Treatment.
- Able to effectively organise and prioritse workload and meet departmental standards, timescales and deadlines.
- Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face.
- Ability to handle sensitive information, communicating in a sensitive and compassionate manner.
- Interested in ensuring patient satisfaction.
- Able to work effectively as a team and autonomously with minimal supervision.
- Excellent Organisational skills and ability to prioritise.
- Ability to work under pressure.
- Good working knowledge of Microsoft Office packages including excel.
- Attention to detail.
- Flexible in hours of work and responsibilities.
Desirable
- Knowledge and experience of managing multiple systems - PAS, ERS.
Special Requirements
Essential
- Good interpersonal skills.
- Approachable and friendly.
- Ability to maintain strict confidentiality.
- Willing to undertake any training required for the post.
Desirable
Qualifications
Essential
- 2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care or relevant experience
Experience
Essential
- Working in a busy office Environment.
Desirable
- NHS Experience.
- Call Centre experience.
- Booking appoointments using a computer system.
Employer details
Employer name
County Durham & Darlington NHS Foundation Trust
Address
Darlington Memorial Hospital NHS Trust
Hollyhurst Road
Darlington
County Durham
DL3 6HX
Employer's website
https://www.cddft.nhs.uk/ (Opens in a new tab)
