Appointments Administrator

Found in: beBee S GB - 2 weeks ago


Darlington, United Kingdom County Durham & Darlington NHS Foundation Trust Full time
Job summary

An exciting opportunity has arisen for an AppointmentsAdministrator to join the Central Appointments team at Darlington MemorialHospital Working 22.5hours per week.

We are looking for an enthusiastic, pro-active person toassist in delivering an efficient, patient focused service within the CentralAppointments Department. This role is within a call centre environment takingin excess of 500 calls per day.

You will assist in carrying out all administrative taskswithin the Departments main office, including logging referral letters ontothe Patient Administrative System, arranging outpatient appointments andmanaging responsibilities in relation to the ERS system as well as answeringtelephone calls.

The post is for 22.5 hours per week Monday - Friday withsome Hybrid working included.

Main duties of the job

You will be responsible for logging outpatient referralsonto the Patient Administration System, inviting patients to contact thedepartment or telephoning patients to arrange an appointment, ensuring that allappointments are booked in accordance within Trust timescales and manageadministrative tasks associated with appointments booked via the ERSsystem. You will also book reviewappointments as requested.

The ability to work under pressure is essential both individuallyand as part of a team is important to ensure that deadlines are met. Goodorganisational and interpersonal skills are essential in order to be able toachieve this.

Excellent customer service skills are essential for thisrole.

Candidates must be interested in ensuringpatient satisfaction, a good telephone manner and be flexible in hours ofwork. A high level of accuracy and aconscientious approach is essential along with the ability to work effectivelywithin a team.

About us

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented

We are unable to offer sponsorship for roles that do not require a professional registration, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post

Full Job Descriptions can be found in the adverts supporting documents

Job description

Job responsibilities

Processing all new patients on Patient AdministrationSystems where the patient has not attended clinic but need a further appointment.Consideration needs to be given as to whether a safeguarding issue should beraised for paediatrics or vulnerable patients who have been unable to accesstheir appointment. Prompt rebooking must take place for all paediatrics andelderly patients within trust guidelines.

Responsible for data quality when updating patientdemographics, next of kin, adding referrals, extracting and producinginformation (including information to patients) in the trust across all of thePatient Administration Systems.

Maintaining information across multiple complex computersystems, including Microsoft packages, shared drives, EPR , E-referral System,and NHS Spine Portal. Providing support and guidance to GP surgeries,secretaries and consultants on how to use each of the computer systems wherenecessary. Managing multiple systems is complex and attention to detail isessential to ensure accuracy. Adhering to Confidentiality and Data ProtectionPolicies is vital.

Deal with sensitive and confidential information in a calmand professional manner adhering to both Internal and National guidelines. Whentaking calls, you may have to provide sensitive, confidential and complexinformation to patients and or their carers often in response to invitationssent by the department. Appointments must be booked sensitively, with anempathetic manner, reassuring any distressed or confused patients. Highlightappropriate contacts if patients require further medical information which isnot in our remit to share.

Treat everyone with respect and dignity. Help patients toovercome any boundaries that may prevent them from attending appointments.Provide information regarding transport, wheelchair availability, porteringservices and interpreting services. Provide communications in a range offormats including large print or braille. Adjust communication techniquessupporting those that cannot read, or do not understand or are scared abouttheir appointment. Book interpreters if necessary and ensure patients are awareusing the correct communication tools. Where a patient is not responding the GPmay need to be contacted by the Appointments Administrator to ask for theirassistance in contacting the patient.

Autonomously organise and prioritise your own workloadaccording to the variable demands of the specialties and the department;adjusting the priorities throughout the day as further work is emailed in tothe department or when processing more complex bookings and dealing with bothinternal and external calls. Liaise with consultants to advise of any issuesaround slot booking and overbooking of clinics where guidance has not alreadybeen provided.

To have a flexible approach to the departmentsdemands and to assist where appropriate in the provision of cover for othercolleagues and departments during emergencies, sickness and holidays.

Job description
Job responsibilities

Processing all new patients on Patient AdministrationSystems where the patient has not attended clinic but need a further appointment.Consideration needs to be given as to whether a safeguarding issue should beraised for paediatrics or vulnerable patients who have been unable to accesstheir appointment. Prompt rebooking must take place for all paediatrics andelderly patients within trust guidelines.

Responsible for data quality when updating patientdemographics, next of kin, adding referrals, extracting and producinginformation (including information to patients) in the trust across all of thePatient Administration Systems.

Maintaining information across multiple complex computersystems, including Microsoft packages, shared drives, EPR , E-referral System,and NHS Spine Portal. Providing support and guidance to GP surgeries,secretaries and consultants on how to use each of the computer systems wherenecessary. Managing multiple systems is complex and attention to detail isessential to ensure accuracy. Adhering to Confidentiality and Data ProtectionPolicies is vital.

Deal with sensitive and confidential information in a calmand professional manner adhering to both Internal and National guidelines. Whentaking calls, you may have to provide sensitive, confidential and complexinformation to patients and or their carers often in response to invitationssent by the department. Appointments must be booked sensitively, with anempathetic manner, reassuring any distressed or confused patients. Highlightappropriate contacts if patients require further medical information which isnot in our remit to share.

Treat everyone with respect and dignity. Help patients toovercome any boundaries that may prevent them from attending appointments.Provide information regarding transport, wheelchair availability, porteringservices and interpreting services. Provide communications in a range offormats including large print or braille. Adjust communication techniquessupporting those that cannot read, or do not understand or are scared abouttheir appointment. Book interpreters if necessary and ensure patients are awareusing the correct communication tools. Where a patient is not responding the GPmay need to be contacted by the Appointments Administrator to ask for theirassistance in contacting the patient.

Autonomously organise and prioritise your own workloadaccording to the variable demands of the specialties and the department;adjusting the priorities throughout the day as further work is emailed in tothe department or when processing more complex bookings and dealing with bothinternal and external calls. Liaise with consultants to advise of any issuesaround slot booking and overbooking of clinics where guidance has not alreadybeen provided.

To have a flexible approach to the departmentsdemands and to assist where appropriate in the provision of cover for othercolleagues and departments during emergencies, sickness and holidays.

Person Specification

Qualifications

Essential

2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care or relevant experience. Experience

Essential

Working in a busy office Environment. Desirable

NHS Experience. Call Centre experience. Booking appointments using a computer system . Special Skills & Knowledge

Essential

Knowledge of the 18 week Referral to Treatment. Able to effectively organise and prioritise workload and meet departmental standards, timescales and deadlines. Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face. Ability to handle sensitive information, communicating in a sensitive and compassionate manner. Interested in ensuring patient satisfaction. Able to work effectively as a team and autonomously with minimal supervision. Excellent Organisational skills and ability to prioritise. Ability to work under pressure. Good working knowledge of Microsoft Office packages including excel. Attention to detail. Flexible in hours of work and responsibilities. Desirable

Knowledge and experience of managing multiple systems - PAS, ERS and Microsoft Office Skills including Excel. Knowledge of overseas charging regulations. Special Requirements

Essential

Good interpersonal skills. Approachable and friendly. Ability to maintain strict confidentiality. Willing to undertake any training required for the post. Desirable

Self Reliance. Well presented.
Person Specification
Qualifications

Essential

2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care or relevant experience. Experience

Essential

Working in a busy office Environment. Desirable

NHS Experience. Call Centre experience. Booking appointments using a computer system . Special Skills & Knowledge

Essential

Knowledge of the 18 week Referral to Treatment. Able to effectively organise and prioritise workload and meet departmental standards, timescales and deadlines. Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face. Ability to handle sensitive information, communicating in a sensitive and compassionate manner. Interested in ensuring patient satisfaction. Able to work effectively as a team and autonomously with minimal supervision. Excellent Organisational skills and ability to prioritise. Ability to work under pressure. Good working knowledge of Microsoft Office packages including excel. Attention to detail. Flexible in hours of work and responsibilities. Desirable

Knowledge and experience of managing multiple systems - PAS, ERS and Microsoft Office Skills including Excel. Knowledge of overseas charging regulations. Special Requirements

Essential

Good interpersonal skills. Approachable and friendly. Ability to maintain strict confidentiality. Willing to undertake any training required for the post. Desirable

Self Reliance. Well presented.
Employer details

Employer name

County Durham & Darlington NHS Foundation Trust
Address

Darlington Memorial Hospital NHS Trust

Hollyhurst Road

Darlington

County Durham

DL3 6HX

Employer's website


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