Previous Applicants Need Not Apply
We are looking for a Patient Experience Clerk to join our team here at the Great Western Hospital.
Job Summary
We are looking for a Patient Experience Clerk to join our team here at the Great Western Hospital. You will develop and maintain an effective, friendly, and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, you will continually improve service delivery liaising with key stakeholders through effective staff and process management and control.
At the time of advertising, this role does not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK. For this reason, we are unable to sponsor anyone for a skilled worker visa for this role. We are happy to accept applications from candidates who can prove their right to work in the UK or via alternative visa routes. Such applications will be considered alongside all other applications.
Main Duties of the Job
* Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment.
* Be the custodian of a brilliant experience for all our patients, role model through excellent customer service skills at all points of patient engagement, a warm and engaging interaction with a smile at all times.
* Operationally responsible for day‑to‑day delivery and implementation of departmental procedures, liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.
* Responsible for the standard and quality of the Outpatient Administration, requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
About Us
Our STAR values – Service, Teamwork, Ambition and Respect – are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined‑up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.
Job Description
Job Responsibilities
* Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trust’s Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
* Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trust’s Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
* Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
* Manage follow‑up patient wait list for service by validating the Validation tool, completing the test and submitting the information to the automation team within the agreed time frame.
Person Specification
Essential Qualifications
* GCSE 3 or above including Maths and English.
* Evidence of continuing professional development.
* Evidence of Health & Safety training.
* Educated to NVQ Level 3.
* Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, case‑note tracking, patient transport system.
Essential Experience
* Evidence of significant administrative experience within a customer focused environment.
* Experience and understanding of outpatient services and performance indicators.
* Experience in implementing NHS policies and guidelines relevant to outpatient services.
* Evidence of successful process design and implementation.
* Proven experience of developing administrative processes, analysing information, and report writing.
Desirable Experience
* Past experience of working in an area specialising in healthcare appointment making.
Additional Information
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here: Criminal records checks for overseas applicants.
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