Main area Administration Grade Band 2 Contract Permanent Hours 37.5 hours per week (Full Time – 37.5 hours per week – shifts available between 8am – 5pm (7.5 hour shift) and 12pm-8pm) Job ref 438-PB3829
Employer Lancashire Teaching Hospitals NHS Foundation Trust Employer type NHS Site Preston Business Centre Town Preston Salary £25,272 per annum, pro rata Salary period Yearly
Clerical Officer - Outpatient Appointment Services
Band 2
Job overview
Would you like to work for an organisation who can offer a range of exciting and challenging opportunities, for people who are passionate about making a difference to the patient experience? If so...look no further!
An opportunity has arisen to be part of the Contact Centre team in our supportive and forward-thinking Outpatient Appointment Booking team. As the first point of contact for inbound patient telephone queries, this role plays an integral part in patient care and experience.
Working as part of a small team, teamwork and a flexible approach are vital, while the successful candidate will be a flagbearer for the values and behaviours expected of all trust employees.
The Contact Centre provides a 12 hour outpatient appointment service, and we have vacancies for roles between the hours of 8am – 5pm, as well as a 12pm – 8pm shift. Applicants are advised to contact the team prior to interview to discuss working hours.
Main duties of the job
You will possess outstanding communication and organisational skills, be conscientious and self‑motivated, with the ability to use your own initiative and support the Central Booking and Reception teams across numerous workflows.
You will ensure on‑going compliance with the terms set out in the Elective Patient Access Policy adhering to Patient Choice and in line with speciality waiting times, Trust and national access targets (such as 18 weeks RTT, 2 week rules etc).
With strict adherence to Trust protocols, the Postholder will be fully aware of the need for confidentiality and integrity. Appointment queries will be dealt with politely and efficiently, and changes made to the trust’s computerised patient record systems, to ensure Data Quality is maintained.
You will be multi‑skilled following training, have a working knowledge of clinic templates across a multitude of specialities, and an awareness of the national, local and specialist targets that must be achieved. This role provides a perfect platform for candidates wishing to pursue a career within Lancashire Teaching Hospitals.
Working for our organisation
We have 10,000 fantastic people working hard to deliver quality services to our patients. Whatever your role, you help look after 370,000 people in our local area & give specialist care to 1.5 million people across Lancashire & Cumbria.
Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns.
You’ll have access to varied development opportunities, learn new skills, meet fab people & do things you’d never have done. You’ll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path.
You’ll make an impact, be challenged to think differently, be bold & help innovate to keep improving things. Everything we do centres around patient care which means your role is pivotal and something really to be proud of.
Detailed job description and main responsibilities
Duties will include, but not be limited to:
* Maintain good communication skills when dealing with colleagues, patients, relatives, carers and other health care professions.
* Constructively manage barriers to effective communication.
* Maintain confidentiality at all times, as required by legislation and Trust Policy.
* Demonstrate own duties to new starters and agency staff.
* Work with the Outpatient Business Support Managers to develop procedures to support an efficient and effective outpatient appointment service.
* Provide flexible cover for colleagues as required to ensure the provision of an efficient Outpatient appointment booking service.
* Ensure any changes to patient demographic details are updated immediately on trust systems.
* Maintain the integrity of data/information using agreed procedure.
* Maintain a high standard of patient care by adhering to trust values at all times.
Person specification
Qualifications and Education
* GCSE level, English and Maths
* English and Maths GCSE level or equivalent
* Knowledge of Microsoft Windows applications
Knowledge and Experience
* Experience of working in a changing environment
* Computer literate, experienced in data entry and use of e‑mail
* Understanding of Information Governance, Data Quality and its requirements.
* Experience in the use of electronic PAS
* Experienced in Customer Care
* Confidentiality Awareness
We are committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership, neurodiversity or veteran status are encouraged to apply for this post.
Employer certification / accreditation badges
Name Marieann Crompton
Job title Outpatient Booking and Reception Service Manager
Email address Marieann.Crompton@lthtr.nhs.uk
Telephone number 01772 522240
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