Outpatient Booking Clerk x4
4 weeks ago
Responsibilities:
- To index referrals in the Trust referral management system so that the correct person can review the referral
- To update demographics in the Trust administration at time of referral registration
- To book, amend and sometimes cancel appointments for customers via the telephone and to confirm these details by letter using the administration system if required.
- To work to targets and objectives, managing a workload or phone calls, booking of appointments, dealing with queries, data management and general daily duties
- To respond to customer needs and ensure that their individual needs are always met, making adjustments where required in order for them to access the care that they need. For example, booking interpreters for patients whose first language is not English
- To provide and receive complex and sensitive information to and from customers about their appointment, and give explanations and instructions clearly and concisely where barriers to communication may exist
- To raise and escalate any questions where you do not have a solution for the customer so that this can be investigated to ensure that there is no delay to patient treatment
- To follow the customer access policy when booking and amending patient appointments and to always book customers in order, by waiting time and by urgency
- To ensure that the correct appointment type is booked i.e., new/follow up, face to face or telephone
- To update referral urgency and sub-specialty information on the Trust administration system following a clinical review of every referral
- To answer telephone calls from staff, always maintaining confidentiality and ensuring that a customer focussed/professional service is maintained
- To ensure the correct recording of cancellation reason and reason in the Trust administration system, ensuring that all updates are recorded in the referral comments
- To update customer demographics on the Trust customer administration system at time of booking if there has been a change
- To ensure that text message confirmations are sent when making or amending appointments
- To work under pressure, maintaining the ability to multi-task whilst dealing with complex and sometimes emotional situations, such as cancelling appointments at short notice.
- To problem solve and escalate any issues and record all information accurately
- To always maintain professionalism when dealing with customers and colleagues, ensuring that the expected standards at work are maintained
- Organise and prioritise assignments to complete work in a timely and efficient manner, particularly when there are changes in workload or demands. Escalate as required so that help/assistance can be arranged.
- Carry out any other duties that may be required from time to time in line with the job holder's grade, experience and job title.
Essential Skills:
- Customer service/administration experience
- Good standard of computer skills full training will be given on the customer administration system
- Excellent verbal and written communication skills with the ability to communicate with customers/service users and staff at all levels of the organisation
- Ability to organise and prioritise own workload
- Ability to manage conflicting priorities
- Problem solving skills
- Ability to exercise discretion and ensure that patient confidentiality is maintained at all times
- Ability to work under pressure, using own initiative
- Ability to maintain composure, efficiency and positive customer -service orientated manner during period of peak workload, with frequent interruptions, under tight deadlines, when dealing with patients on the telephone who are unwell, angry and sometimes distressed
- Remain flexible and adaptable to alterations in policies and procedures, proposing changes where appropriate
- Ability to remain calm in dealing with stressful situations, this will involve cancelling customers appointments and delivering unpleasant news
If you would like to hear more about these opportunities please get in touch.
JBRP1_UKTJ
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