Overview
Job Overview. Secondments must be agreed with current line manager. A fantastic opportunity has arisen for two Appointments Officers to join our Appointments team within Medical Records on an 18 month fixed term contract. Within Medical Records the appointments team are responsible for booking appointments, printing referrals and communicating with patients over the phone. You may also be required to work within our small call centre team receiving outbound calls from patients or with our Outpatient Reception team booking in patients for their appointments and making follow up appointments. There may be a requirement to work flexibly across sites at Leighton Hospital and Infinity House. We are looking for dedicated individuals with an attitude to learn and must be organised and work on their own initiative. The successful applicants must have a can do attitude and an approachable manner and have excellent telephone skills. They must be a team player and have the ability to multitask in a busy environment. If this sounds like you then please apply now, we would love to hear from you!
Main duties
* Appointments – responsible for booking outpatient appointments, managing waiting lists and liaising directly with patients or carers. The candidate will also be required to help support the printing of patient referrals. This role is desk based.
* Call Centre – a central contact centre that manage telephone queries from patients/carers and requests to rebook appointments. This role is desk based.
Successful Applicants Will Need To Demonstrate
* Excellent communication skills
* Customer service experience
* Computer literacy
* Self-motivation
* Good organisational skills
* Ability to pay attention to detail
Person specification
Qualifications
Essential criteria
* GCSE Maths and English (grade C or above), or equivalent qualifications. Or Successful completion of the rotational apprenticeship scheme within Health Records/Outpatients.
* Awareness of the need for confidentiality in accordance with Data Protection Act and national/local guidelines
Desirable criteria
* Knowledge of Trust systems: Meditech, Somerset, NHS e-Referral Service, Bookwise, Envoy.
Skills
Essential criteria
* Ability to communicate well verbally and in writing.
* Effective customer service skills
* Patient centred, adaptable, willing to change and suggest ideas for improvement
* Ability to work as part of a team and under own supervision
* Ability to work under pressure in a methodical and logical manner
Desirable criteria
* Ability to solve problems & make decisions under pressure.
Experience
Essential criteria
* Customer Service training/experience
* Proficient use of Microsoft Office
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