Job overview
The post holder will support the provision of the highest quality patient care through dedicated administrative and clerical support and continuous improvement.
Based in the Outpatient Booking Centre, the post holder will be the point of contact for all administrative and clerical issues relating to patients’ pathway of care, tracking and supporting them from referral to first appointment.
The post holder will provide a patient focused service that supports clinical staff in the provision of efficient integrated pathways that enable the best use of resources and ensure that patients are fit, willing and able to be treated and that they are treated in the right place, by the right person, at the right time.
The post holder will ensure high levels of patient care and will ensure clinician satisfaction by being accessible, customer focused and knowledgeable point of contact.
The post holder will be part of a team that registers referrals and arranges patients’ appointments across the various sites of Epsom & St. Helier University Hospitals NHS Trust. They will be responsible for offering patient choice in line with NHS England guidelines and Trust.
The post holder will also provide a service to GPs who wish to book urgent appointments or make enquiries about an appointment or patient.
The post holder will also be responsible for the requesting of Cardiac Investigations via Powerchart on behalf of the Consultant where specified within the triage decisions.
Main duties of the job
Ensure that patients are informed with reasonable notice for their Outpatient appointment, and that all relevant electronic records is completed for given appointment. This includes ensuring that all elective attendances are promptly and accurately recorded on the appropriate PAS system(s) including the Electronic Referral System (e-RS) and Cito.
The range of working hours varies between 8am and 5pm, Monday and Friday.
To provide triage support to consultant/clinical teams. Ensure consultants’ outpatient clinics are fully and appropriately utilised.
To ensure referrals are reviewed, that triage is completed and that any required diagnostic tests are booked before booking the appointment. Check patient identity details including all demographic information during patient encounters. Where required check the NHS Spine to ensure the details are correct.
Work on daily/weekly reports to support the management and monitoring of the First Waits report.
Monitor eRS closely for urgent patients and any referrals that need to returned to the GP with advice or converted to a referral. This needs to be done in good time to avoid delay to the patients pathway.
To ensure patients are book for an appointment in chronological order and within the 18 week pathway criteria.
In addition the post holder will work closely with internal and external stakeholders and attend meetings with services where required to provide the right level of service support.
Working for our organisation
The post holder will support the provision of the highest quality patient care through dedicated administrative and clerical support and continuous improvement.
Based in the Outpatient Booking Centre, the post holder will be the point of contact for all administrative and clerical issues relating to patients’ pathway of care, tracking and supporting them from referral to first appointment.
Detailed job description and main responsibilities
**Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification**
Person specification
Qualifications and Training
Essential criteria
1. Good basic educational background
2. GCSE English and Maths Grade C or above
3. NVQ Level 3 or relevant experience working within NHS for a minimum of two years
Desirable criteria
4. IT Qualifications
5. NVQ Level 3 in Business administration or Customer care
Experience
Essential criteria
6. Customer Service experience
7. Knowledge of a full range of IT/patient admin systems
8. Knowledge of patient administration work in a healthcare setting
9. Working to deadlines and targets
10. Knowledge and experience of e-RS
11. Two years NHS experience
Desirable criteria
12. NHS Experience
13. Knowledge of PAS
14. Experience of Excel Spreadsheets and reports
Skills and Abilities
Essential criteria
15. Good verbal and written communication skills
16. Ability to prioritise
17. Able to work independently and as a team member
18. Flexible approach to working hours
19. Respect for confidentiality
20. Ability to deal with sensitive issues appropriately
Desirable criteria
21. Ability to plan and co-ordinate work
22. Evidence of interacting with a wide range of people
Your recruitment team
The NHS South West London Recruitment Hub is your dedicated recruitment team, here to support you at every stage of the process. If you have a query, please contact us:
E:
Your application
Please ensure your supporting statement clearly reflects the job description and person specification, as shortlisting will be based on these criteria.
Please refer to the latest UKVI guidance and ensure you have the appropriate right to work before applying for this role.
Use of Artificial Intelligence
We kindly ask that you avoid using AI tools to draft your application. We value authentic, individual responses that reflect your own experience and communication style.
References
Please provide a minimum of 3 years’ employment and/or education history, including professional email addresses (not personal accounts such as Hotmail or Gmail). If you cannot provide these, please inform the interview panel to avoid delays in pre-employment checks.
Closing date
To help us manage recruitment efficiently, some vacancies may close early once we have received a sufficient number of applications.
Shortlisting
If you are successfully shortlisted, you will be contacted by email or SMS from the South West London Recruitment Hub. Please check your registered TRAC email regularly.
Application feedback
If you do not hear from us within four weeks of the closing date, please assume your application has not been successful on this occasion.
Safeguarding and DBS Checks
We are committed to safeguarding children and vulnerable adults. For roles with direct access to these groups, an Enhanced Disclosure and Barring Service (DBS) check will be required. All staff are expected to understand and uphold their safeguarding responsibilities as part of their role.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
This vacancy may have an application cap, so please apply promptly to avoid disappointment. Ensure your supporting statement clearly shows how you meet the job specifications.
Documents to download
Further details / informal visits contact
NameJake ChadwickJob titleOutpatient Operational ManagerEmail addressTelephone number0208 296 3541