Job overview
The post holder will work as part of the pre-assessment administrative and bookings team to ensure the smooth running of the administrative workload and to ensure pre-assessment appointments are booked in a timely fashion.
The post holder will play a key role in supporting patients undergoing elective surgery and will support pre-assessment clinic utilisation by ensuring clinics are booked appropriately, that cancelled appointments are updated and rebooked accordingly.
The post holder will be the first point of contact for patients and to allay anxieties and fears through a polite, friendly and professional approach.
Main duties of the job
By joining our team you will contribute to the provision of an effective service, your main role being to provide comprehensive support to the pre-assessment and wider elective surgical teams.
To register patients’ referrals on to the patient administration system, ensuring that a high level of accuracy is maintained and that all demographic
To cancel and rebook patients and clinics as required, with awareness of national requirements and breach dates/targets and clinic utilisation, escalating as appropriate.
To receive and answer telephone calls from patients, relatives, and others both internal and external to the Trust, and respond to emails from patients and other staff members complying with Information Governance guidelines.
To work in a sometimes-challenging environment involving patients who may be highly distressed.
To ensure that data protection, patient confidentiality and other applicable requirements are always adhered to.
To help the Nurses / Clinicians / other booking teams with any queries relating to the pre-assessment process.
To support the pre-assessment clinic utilisation by ensuring clinics are booked appropriately, that cancelled appointments are updated and rebooked accordingly.
To work with a professional approach at all times, upholding the Trust core values to patients and colleagues.
Working for our organisation
Our vision is to provide outstanding care for every patient. Patient care is at the heart of what we do at our three sites: Basingstoke and North Hampshire Hospital, Royal Hampshire County Hospital in Winchester and Andover War Memorial Hospital. Hampshire Hospitals NHS Foundation Trust provides medical and surgical services to a population of approximately 600,000 people across Hampshire and parts of West Berkshire.
Our cultural ambition is to have a culture that places people at the heart of all we do, where we all belong, and where learning, improvement and excellence thrive.
We provide specialist services to people across the UK and internationally. We are one of only two centres in the UK treating pseudomyxoma peritonei (a rare form of abdominal cancer) and we are leaders in the field of tertiary liver cancer and colorectal cancer.
The trust employs more than 9,000 staff and has a turnover of over £500 million a year. As a Foundation Trust, we are directly accountable to our members through the governors. The Council of Governors represent the interests of their constituencies and influence the future plans of the Foundation Trust.
Detailed job description and main responsibilities
Happy to Talk Flexible Working - all requests for flexible and part time working will be considered.
Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.
Person specification
Training & Qualifications
Essential criteria
1. Good standard of general education - English language of GCSE or Equivalent
2. Literacy level 1 or equivalent (GCSE A-C)
3. Numeracy level 1 or equivalent
4. Training in confidentiality, data protection and safeguarding.
Desirable criteria
5. NVQ/Apprenticeship in Business and Administration or equivalent qualifications or experience
6. NHS experience of booking and use of computer systems
Experience & Knowledge
Essential criteria
7. Experience in managing patient records, correspondence, and clinical documentation accurately.
8. Knowledge of NHS patient administration systems (e.g. Patient Centre, EPR) and appointment booking processes.
9. Ability to work effectively within a multidisciplinary team and communicate professionally with patients and staff.
10. Previous experience of working in a customer facing service, providing services directly to members of the public
Desirable criteria
11. Previous experience in a Pre-Assessment, outpatient, or surgical pathway environment within the NHS.
12. Experience of managing elective patient lists
13. Familiarity with medical terminology and clinical workflows
SKills & Ability
Essential criteria
14. Excellent communication and customer service skills, including a good command of both spoken and written English.
15. Excellent organisational skills
16. Ability to respond effectively to unpredictable or difficult situations that may arise, knowing when to resolve personally, and when to refer to more senior colleagues.
17. Demonstrates an ability to improve own standards and those of the team.
Desirable criteria
18. Information technology/word processing qualifications.
19. Ability to remain calm and professional when dealing with challenging situations or distressed patients
20. Ability to adapt to changing priorities and service needs, including cross-covering other admin roles when required.