Main duties of the job
* Take part in managing daily appointment administration undertaken within the Outpatient Booking Team.
* Manage and monitor the outpatient waiting list.
* Book appointments.
* Ensure that all clinics are fully utilised.
* Process patient referrals into the trust.
* Answer incoming calls from all customers in a professional and appropriate manner and assist with specific enquiries.
* Make outgoing calls, negotiating appointment dates and times with patients.
* Deal with and respond to complaints in a positive manner.
* Access and update various IT systems (Trust Patient Administration System, national Electronic Referral System, Evolve scanning system, Somerset Database, Envoy and other IT systems).
* Ensure accurate and quality data entry at all times.
* Any other duties commensurate with the role.
Primary responsibilities
* Register referrals from all sources on the patient administrative system (Patient Centre) and book appointments in accordance with clinical need and within local and national targets.
* Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using the Patient Centre and the national E‑Referral Service systems to record appointments made.
* Manage the Envoy reminder service responses.
* Offer appointments to suspected cancer and other urgent patients according to Trust standards and within NHS target times, recording the data on the Somerset database.
* Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List.
* Upload all new referrals to the Evolve scanning system, and process their return.
* Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department.
* Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller; those that cannot be resolved are passed to a manager or other departments in the Trust for action.
* Input, monitor and manage patient information on various IT systems.
* Discharge old and expired episodes on PAS, completing and updating the patient's pathway.
* Liaise with referrers/GP practices regarding incorrect patient information or referrals.
* Liaise with multidisciplinary internal teams regarding clinic utilisation.
Person Specification
* 5 GCSEs or relevant office experience.
* Working knowledge of call centre or outpatient booking procedures.
* General knowledge of office/administration procedures.
* Experience of outpatient bookings and hospital PAS system.
* Experience of using large databases to process information.
* Experience of telephone duties.
* Enthusiastic, confident approach to change, calm and reliable under pressure.
* Knowledge of NHS environment.
* Customer Service Training.
Benefits we offer to you
* Between 27‑33 days of annual leave plus bank holidays.
* Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further.
* Cycle to work scheme.
* Salary finance – for loans, savings, budget planning and tips on managing debt.
* Stockport Credit Union – for local financial advice.
Disclosure and Barring Service Check
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.
Salary
£25,760 to £27,476 a year pro‑rata per annum.
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