An exciting development opportunity has arisen for a band 2 Administration Support Assistant to be based at our Royal Stoke site at the University Hospital of North Midlands NHS Trust. The successful candidate will work closely with the Clinic Administration teams to ensure outpatient clinics are fully utilised and patients are allocated an outpatient appointment within NHS national targets. They may also assist with any incoming calls to the Appointments Call Centre.
* Provide and receive routine information requiring tact or persuasive skills.
* Communicate tactfully with patients, reception staff, and others about appointments or any other queries deemed necessary.
* Deal with enquiries where there may be barriers to understanding.
* Handle all appointment queries, communicating factual routine information to patients, relatives (with consent), and external and internal bodies.
* Handle general internal calls, external patient calls, patient relative enquiries, and calls from other healthcare professionals.
* Work closely with the Outpatient department to develop a wide knowledge of specialties to ensure a good patient experience, promoting effective communication to achieve Trust and Divisional objectives.
* Communicate closely with system administrators daily, updating them on any slot issues, patient queries, and ensuring feedback on any work allocated daily.
* Ensure that all available capacity is fully utilised.
* Take instruction from the Clinic administrator to deliver an effective and efficient booking service.
* Organise own workload, coordinate, and adjust on‑going clinic appointments.
* Show a flexible approach, stay self‑motivated, work under pressure, prioritise, and set tasks/objectives.
* Demonstrate team building skills and awareness of Trust policies and procedures.
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