Job Summary
The post holder will work within a team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, referral centre teams, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between telephony and administrative duties.
Main Duties
Responsibilities include:
* Ensure outpatient waiting times across specialities are monitored in line with performance targets.
* Answer calls from patients, deal with queries, request changes to appointments and book follow‑ups.
* Make appointments using Epic and NHS National Booking System (ERS) in line with the 18‑Week Referral to Treatment Pathway and the Two‑Week Rule for cancer referrals.
* Identify potential breaches to waiting time targets and report to management.
* Advise Team Leader(s) and Assistant Service Manager on capacity issues that may impact patient appointment processes.
* Ensure departmental procedures for processing patient information are followed in line with the confidentiality code of practice.
* Process all referrals and appointment requests in line with departmental and Trust‑wide procedures.
* Amend and cancel all appointment types (new and follow‑ups) and maintain a direct booking system.
* Deal with GP/Consultant queries regarding patient appointments and details for all Trust‑wide clinics.
* Scan referrals and ensure minimal data set captured.
* Book diagnostic tests and ensure outpatient appointments are made if required.
* Arrange interpreters in advance of appointment dates.
* Ensure patient data is recorded and amended in line with Trust policy and support improvement in data quality.
* Answer telephone within agreed time and follow team call script.
* Support management in implementing new outpatient information technology systems.
* Provide courteous and pleasant telephone service and maintain a customer‑focused approach.
* Work collaboratively within the team to meet performance targets.
General Duties
* Observe rules, policies, procedures, and standards of King's College Hospital NHS Foundation Trust.
* Maintain strict confidentiality of personal information relating to patients and staff.
* Be responsible for personal development and support development of colleagues.
* Promote a kind, respectful, and inclusive culture.
Safe Guarding
* Attend mandatory safeguarding training.
* Familiarise with Trust processes for reporting concerns.
* Report any safeguarding child or adult concerns appropriately.
Infection Control Statement
Responsible for infection control and hygiene procedures. Familiarise with national code of practice and local policies.
Person Specification
Essential
* NVQ Level 2 or equivalent experience in customer care / service.
* ECDL or equivalent experience.
* Ability to input and retrieve complex information on a computerized system.
* Excellent written and verbal communication skills with a professional and courteous manner.
* Excellent telephone manner.
* Experience dealing with the public.
Desirable
* Understanding of national targets / initiatives.
* Experience using Epic or similar appointment systems.
* Commitment to undertaking further study in customer care.
Compliance Requirements
Disclosure and Barring Service Check: This post requires a Disclosure to the DBS. Certificate of Sponsorship: Applications from job seekers requiring skilled worker sponsorship will be considered.
Job Details
* Pay scheme: Agenda for change
* Band: Band 3
* Salary: £30,546 to £32,207 a year
* Contract: Fixed term (12 months) full-time
Location
King's College Hospital, Denmark Hill, London, SE5 9RS
Employer
King's College Hospital NHS Foundation Trust
Website: https://www.kch.nhs.uk/
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