Join to apply for the Clerical Officer role at University Hospitals Coventry and Warwickshire (UHCW) NHS Trust
We are currently looking for a Clerical Officer to work within the Outpatient Appointment Centre (OAC) with some availability to work from home where appropriate and approved by your line manager.
The role will entail taking calls from patients to assist in booking outpatient appointments and dealing with any patient enquires that result from the calls. There will also be a number of other appointment related tasks that will need to be completed during the course of the working day; therefore the work will be varied and interesting.
Applicants will need to be organised, hardworking, adaptable, committed and motivated individuals to help us provide a patient focused service representing University Hospitals Plymouth NHS Trust.
The posts require someone who can work as part of a busy team and/or on their own initiative. The successful applicant must be reliable, with excellent interpersonal skills, and be prepared to perform a variety of tasks.
The post requires someone who is educated to GCSE grade C and above/equivalent qualification or equivalent demonstrable experience in an administrative role
Job Purpose
This post is part of a professional team working within the Outpatient Appointment Centre (OAC). The key responsibilities of this role are to work within the Contact Centre and Administration teams. There will be an expectation that the job holder will be required to work in any area of the Contact Centre or Admin Support within the remit of this job description. Responsible for managing inbound and outbound telephone calls to/from patients and various other administrative tasks relating to outpatient appointments.
Key Dimensions
As a department, the OAC book approximately 368,000 appointments per year.
We are a people business where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care.
Primary Duties & Areas Of Responsibility
* To receive, process and action all referrals received to the department from all specialties in a timely manner, ensuring each patient is added to the appropriate waiting list and the referral is filed accurately.
* To ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and UK Data Protection Act 2018/UK General Data Protection Regulation (UK GDPR).
* To manage inbound and outbound telephone calls to/from patients in an efficient and patient focussed manner.
* To provide a good level of customer service at all times.
* To ensure that all appointments are booked in accordance with the Access Policy for Planned Care Services and departmental booking guides for clinics.
* To ensure that patients are given sufficient notification of appointment, as set out in the Access Policy for Planned Care Services.
* To cancel and rearrange appointments as requested by patients or Service Lines as appropriate following the rules as set out in the Access Policy for Planned Care Services.
* To manage and action out of hours reminder requests as appropriate.
* To ensure that suspected cancer 2-week wait patients are booked within policy guidelines.
* To prioritise own workload and work without supervision.
* To ensure that all patients who fail to attend appointments (DNAs) are managed in accordance with the Trust DNA policy.
We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. We commit to giving this full consideration in each case.
We are an equal opportunities employer and welcome applications from all sections of the community.
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