Job overview
The post holder will be expected to provide support to the Urology Service.
An up-to- date knowledge of outpatient clinics and cancer targets will be required to enable the post holder to make, amend, and cancel appointments. They will be expected to be able to adapt and priorities their workload. The post holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic. The role will range from the registration of a new patient, handling GP and patient queries for clinics, making appointments using Trust systems such as full and partially booked appointments. Duties will include answering telephone calls from patients or GP’s wishing to make or change appointments or making general enquiries, Daily management of shared email inbox and updating the Cancer Patient Tracking List (PTL)
Main duties of the job
• To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.
• To deal with patient enquiries professionally and in line with the Trust standard operating procedures.
• Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway.
• To be multi-skilled in your working role and able to assist in all areas of the department as and when required
• Ensure patient records are updated on all electronic systems and confidentiality is
always maintained.
• To ensure patient cancellations are updated onto the Patient Access System
(PAS) and Any other System and the reason for the cancellation recorded
immediately within the notes field.
• To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.
• To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol.
• To liaise with the team leader to provide a communication and highlight any problems, working together as a customer focused team to solve issues that may arise.
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
Candidate Pack
Detailed job description and main responsibilities
Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.
If you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.
• To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.
• To deal with patient enquiries professionally and in line with the Trust standard operating procedures.
• Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway.
• To be multi-skilled in your working role and able to assist in all areas of the department as and when required
• Ensure patient records are updated on all electronic systems and confidentiality is always maintained.
• To ensure patient cancellations are updated onto the Patient Access System (PAS) and Any other System and the reason for the cancellation recorded immediately within the notes field.
• To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.
• To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol.
• To liaise with the team leader to provide a communication and highlight any problems, working together as a customer focused team to solve issues that may arise.
• To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
• The job description and person specification may be reviewed on an on-going basis in accordance with the changing needs of the department and the Trust.
Communication
1. Providing extra support for any patients that have additional needs
2. Communicate with patients clearly and concisely when booking appointments
where barriers to communication may exist, including challenging behaviour,
learning disability and recent bereavement.
3. Use empathy, tact and diplomacy in dealing with staff members or patients who
may be hostile or antagonistic, often when their expectations are not met i.e. waiting
times to appointments, cancelled clinic.
4. Answer internal and external telephone enquires in an efficient and timely manner,
from members of staff, departments, patients/relatives and other health care
providers.
Person specification
Essential criteria
Essential criteria
1. 5 GCSEs (A-C) or equivalent, including English and Maths. (5)
2. Demonstrated knowledge and awareness of Booking / Appointment procedures and systems (5)
3. Good level of literacy and numerical skills to read and record patient details and a range of information. (5)
4. Knowledge and awareness of confidentiality issues relating to the Data Protection Act and Computer Misuse Act. (5)
5. Able to interact with tact and diplomacy with patients and staff at all levels (5)
6. Able to communicate complex information where there are barriers to understanding, because of cultural, physical or special educational needs (5)
7. Analytical and Judgemental Able to assess facts to make judgements regarding telephone enquiries from the public or other departments (5)
8. Use own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations (5)
9. Able to work unsupervised (5)
10. Information and Communication Competent in a range of packages, including MS Word and MS Excel, and willing to learn Technology new packages and advance current skills (5)
Desirable criteria
11. Educated to at least NVQ Level 3 or equivalent level of competency (5)
12. Keyboard skills to RSA Level 3 or equivalent (5)
13. Experience of working in a hospital booking team (5)
14. Experience of working in a hospital environment (5)
15. Working Conditions Long periods of sitting at a computer and using a VDU (5)
16. Able to contribute to team performance, be considerate towards others and flexible to meet the needs of the role (5)
17. Able to exercise discretion to ensure that patient confidentiality is maintained at all times (5)
Equality Diversity and Inclusion
Essential criteria
18. Evidence of having undertaken own development to improve understanding of equalities issues
19. Evidence of having championed diversity in previous roles (as appropriate to role).
Important information for applicants:
A Note on AI Use in Applications
We value the individuality and authenticity that each candidate brings to the application process. While AI tools are increasingly accessible, we strongly discourage their use in completing your application. Your responses should reflect your own voice, experiences, and motivations—elements that are essential to a fair and accurate evaluation.
Applications that rely heavily on AI-generated content may misrepresent your abilities and could result in your application being rejected. We encourage you to take the time to present your genuine self, as this helps us better understand your potential and ensures a transparent selection process.
Closing Adverts Early: In the event of exceptional interest, we may close adverts earlier than specified.
Some of our adverts are capped for a limited number of applications; therefore, the advert will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in the position to prevent you from missing out on applying for the opportunity.
Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.
DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check. We make offers in line with the Rehabilitation of Offenders Act 1975.
Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for the roles that meet the Visa and Immigrations eligibility criteria. For further information please visit the gov.uk website searching for Skilled Worker. It is your responsibility as the applicant to ensure that you meet this criteria.
UHSussex reserves the right to close the role early if we receive a high volume of applications