Integrated Therapies Appointments Officer

4 weeks ago

Bury St Edmunds, United Kingdom West Suffolk NHS Foundation Trust Full time

Integrated Therapies Outpatients Appointment Officer

35hours per week

Do you have excellent communication and administrative skills? Do you enjoy working with people? Do you have high standards of customer care?

An exciting opportunity has arisen for an appointments officer to join our friendly and professional team within the Integrated Therapies Outpatient department at West Suffolk NHS Foundation Trust.

We are looking for a conscientious person with excellent customer service skills who enjoys working in a busy patient facing environment with changing priorities.

The Integrated Therapies department has an excellent appraisal process and is committed to personal and professional development.

The ability to communicate with patients, visitors and staff of all levels is essential to this post. Patient confidentiality and data protection is of the highest priority.

Ideally you will have previous experience of working in the healthcare sector and using a patient administration system.

BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community

We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.

The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.

Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.

We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.

With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.

We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.

Join us. What will you #BeKnown for?

Please see the full job description for more detail

JOB PURPOSE

To provide comprehensive management of appointments system for Physiotherapy, Speech & Language, Occupational Therapy & Lymphoedema Outpatients.

To provide a professional reception service to patients and visitors to the Integrated Therapies Department.

To ensure the timely processing of referrals to the Integrated Therapies Outpatient Department.

To provide a professional and efficient clerical service to the clinical and admin team.

Communication and Team Working

To provide a welcoming, efficient and polite service to patients regarding the booking of therapy outpatient appointments using agreed systems and practices.

To use information from referrals to ensure they are directed to the appropriate clinicians, flagging urgent cases as required.

To liaise with the Outpatient Reception Team Lead and senior clinicians to ensure capacity matches demand and highlight capacity issues as they arise.

To ensure that all referrals received to the service are managed appropriately and in a timely fashion, highlighting any problems to senior staff as soon as they are identified.

To deal with all telephone calls in a polite and efficient manner, re-routing inappropriate calls to the relevant areas.

To respond to detailed enquiries from patients and clinicians, some of which may require further research, in a polite and timely manner.

To work flexibly in support of the service and to cover sickness and annual leave absences.

To participate in weekend rotas as requested, in support of the Integrated Therapy Service.

To ensure that all tasks are completed wherever possible, prior to the end of shift and that comprehensive handover notes are passed on as required.

To ensure that any problems or urgent work are addressed as a priority on a daily basis, communicating any issues to the Outpatient Reception Team Lead and/or senior clinical staff.

To cancel and rearrange patient appointments where necessary to meet the needs of the service, using tact and sensitivity at all times.

Planning and Organising

To support the Outpatient Reception Team Lead in maintaining the accuracy of the electronic appointing system, liaising with IT as required to achieve this.

To ensure that all clinic slots are actively managed to ensure the smooth running of the service and enable maximum clinic utilisation and highlighting waiting list numbers to senior staff.

To ensure that all annual leave, study leave and other planned absences for clinical staff, are accurately reflected on the electronic appoi

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