Appointments Clerk

2 weeks ago


Poole, Poole, United Kingdom University Hospitals Dorset NHS Foundation Trust Full time
We are looking for appointments clerk for the appointment call centre. The call centre is often the first point of contact that a patient will have with this Trust.

Additional contact information

Lesley Ball Team Leader

Base Location:
Poole Hospital

Interview Date:

TBC

  • The phlebotomy appointment main enquiry line deals with large volume of calls, which require tact, diplomacy and patience whilst being able to deal with calls efficiently and speedily.
  • Providing a central enquiry point for patient queries via the telephone relating to appointment service.
  • Liaison directly with patients and staff on a daily basis requires a high standard of care and commitment. Awareness must be maintained that often patients may be anxious or distressed and must be dealt with the utmost sensitivity and respect
  • Close communication with the Appointments Clerks across all specialities is essential to ensure that all clinic slots are booked and notified.
  • Cancellations must be notified and the vacant slot filled wherever practical. Care has to be taken when dealing with late additions to clinic templates and appropriate action taken.
  • Appointment clerks must maintain patient confidentiality and be aware / comply with the Data Protection Legislation when dealing with patients and their relatives. This is crucial in when dealing with people on the telephone.
  • Follow up appointment booking clerks must be able to provide an efficient responsive service to the ward clerks, Consultant secretaries and other teams within the required appointment timescale. This requires good rapport and communication links to be in place.
  • Ability to action referrals and appointment requests accurately
Ensure that referrals and appointment requests are actioned as require

Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued teammates and colleagues.


UHD are investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.

This means that some services may move site this year or next, either temporarily or long term. Recruiting Managers interviewing for this role will be happy to answer any specific questions that you have at interview.


To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.



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