Outpatient Scheduling Assistant

2 weeks ago


Sunderland, Sunderland, United Kingdom South Tyneside and Sunderland NHS Foundation Trust Full time

Job summary

We have an exciting opportunity for customer / patient-focused individuals to join our fantastic Contact Centre team within the Outpatient Appointments Service Department.

You will be the first point of contact for patients, GP and Dental staff, resolving or transferring-on queries for the Outpatients Department.

The Posts are part-time ( hours), over five days, Monday to Friday, between the hours of to (with some flexibility) and challenge your skills, allows you to progress and professionally-develop in a friendly and supportive team.

You will have previous experience in a Contact Centre / Telephonist setting, but full training will be provided to the right candidate.

Please note the Trust are not able to offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. You are requested to consider this when making your application. Please further information.

Main duties of the job

As a member ofthe Outpatient Appointments Service Contact Centre Team your primary role willbe to answer incoming calls, resolve queries from patients, general and dentalpractice staff and STSFT staff in a friendly, courteous and professionalmanner. Dealing with appointment and referral queries and helping the widerOutpatient Appointments team with scheduling tasks, including booking, andrescheduling of appointments.

You will bevery customer / patient focused to provide a high standard of customer care andcomplete confidentiality of patient information at all times whilst dealingwith enquiries from patients about their appointment. This involves use of theTrusts Patient Administration System:Meditech and national e-Referrals service electronic booking systems full training is provided on all systems.

The departmentdeals with high volumes of telephone enquiries from patients regardingoutpatient attendances and also deals with calls externally and internally GP practices, medical secretaries and clinical staff. The post offers the successful candidate anopportunity to gain admin, clerical and customer service skills and experienceworking within a busy office environment.

You must have a minimum GCSEC (9-4) Grade or equivalent, be able to adapt to different tasks and have aflexible approach. Knowledge of email and other Microsoft Packages areessential. Knowledge of the Meditech ande-Referrals systems are desirable.

About us

Please help us by adding your telephone number to your application form this will allow us to contact you quickly if required.

One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.

We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for STSFT. We also provide access to high quality education, training, career progression and support. Flexible working is supported via the Trust's Flexible Working Policy.

The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements.

Job description

Job responsibilities

To enter patient referrals, arrange new and review outpatient appointments, and to register patient attendances adhering to agreed procedures.

To provide Contact Centre and Reception cover across the Outpatient Services Department.

PLEASE REFER TO ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.

Person Specification

Qualifications

Essential

GCSE English C (9-4) or above, or equivalent experience which provides a working knowledge of: o Customer service environment; o Clerical duties. Microsoft Office packages Word, Outlook.

Desirable

Knowledge of Meditech.

Experience

Essential

Experience of reception / telephone duties. Working with the public in a customer-focused/service environment. Experience of clerical / admin work using IT skills.

Desirable

Use of Meditech Version 6, Choose and Book e-Referrals.

Skills

Essential

Interpersonal/communication skills. Effective written communication skills. Data input skills. Effective organisational skills.

Personal qualities/attitude/other

Essential

Able to work in busy office environment. Ability to prioritise workload. To work independently or as part of a team. To use initiative to problem-solve. Flexible approach. Pleasant, helpful manner. Positive attitude. Customer-focused.

Desirable

Please provide a contact telephone number (in case we need to contact you quickly about your Application), or write 'no Number' if you do not have one.
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