Act as an essential point of contact for all patients and play a vital role in ensuring patients are booked in line with the Trust's Access Policy, enabling the Trust to meet national waiting time targets. To exercise initiative and carry out their duties to make a direct and positive contribution to the organisation. Provide a comprehensive service for the Trust's outpatient clinics. Exercise initiative and carry out duties in such a way as to make a direct and positive contribution to the organisation of work. Act as an essential point of contact for clinical office staff, service managers, ADOs, patients and work closely with the Team leaders and Appointment centre manager.
This advert offers both a part-time and full-time position, which will be decided at interview after discussion with the manager.
Key Responsibilities:
1. Liaise with patients to book, cancel, and reschedule appointments, considering 18-week targets. Demonstrate excellent customer service skills with an understanding and reassuring manner when dealing with patients and their relatives.
2. Ensure that any two-week rule patients who are canceled or who do not attend (DNA) are offered new dates within the appropriate timeframes to avoid a cancer breach.
3. Provide secretarial/admin support from Monday to Friday within the specialty as part of a team.
4. Perform general office duties including handling post, filing, photocopying, scanning, and answering phones.
5. Advise patients on outpatient waiting times.
6. Follow up with GPs regarding patients missing referrals.
7. Open post and emails, record all referrals onto the Patient Administration System, ensuring data accuracy, and highlight urgent referrals or discrepancies.
8. Assist in preparing patient records for all teams' specialties and update Evolve.
9. Dispatch necessary paperwork informing patients that their referral has been received.
10. Access PAS to identify and book suitable appointments within government target wait times, and dispatch associated paperwork.
Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of over 410,000 people in North-West Surrey, parts of Hounslow, and beyond. Our workforce of over 3,700 staff provides a wide range of services across two hospital sites: Ashford, Surrey, and St Peter's, Chertsey, Surrey. We also operate many specialist clinics in the community and other healthcare facilities. Our vision is to be one of the best healthcare trusts in the country. We are committed to staff health and wellbeing, continuous professional development, staff benefits, and flexible working arrangements to support high-quality patient care.
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