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Patient Appointment Coordinator
3 months ago
Position Overview
In your application, please ensure you reference the person specification, illustrating how your experiences and skills align with the requirements outlined.
The Healthcare Operations Department is seeking a motivated individual with outstanding communication abilities who thrives in a collaborative environment. A strong background in customer service and a professional telephone demeanor are essential. Familiarity with general office practices and protocols in a customer-focused setting is also required.
This role involves a commitment of hours per week, with a schedule from Monday to Friday, including occasional Saturdays as per a rotating roster. The Call Centre operates from 08:00 to 18:00 on weekdays and 08:30 to 12:30 on Saturdays. Successful candidates must be prepared to work various shifts within these hours.
Flexibility and the ability to quickly adapt to changing circumstances and work patterns are crucial.
Candidates should possess a minimum of GCSE qualifications or equivalent relevant experience, along with demonstrated keyboard proficiency. It is important to provide original certificates for qualifications during the interview process and to clearly outline how you meet the essential and desirable criteria in your application.
Key Responsibilities
As a Patient Appointment Coordinator, your primary responsibilities will include:
Functioning as part of a multi-disciplinary integrated contact centre team to deliver an efficient and effective service for all inquiries, acting as a liaison between customers and service departments. Managing inquiries received via telephone, fax, internet, and email, taking appropriate actions and documenting as necessary. Identifying opportunities for enhancing service delivery to the public. Engaging in ongoing personal and professional development to meet the evolving demands of the role, participating in relevant training as required. Scheduling, modifying, and canceling patient appointments through various communication channels including email and telephone. Applying Trust and National policies and procedures to meet internal and external targets and deadlines. Ensuring the quality of service and redirecting inquiries by utilizing knowledge of booking methodologies and waiting time targets. Generating and dispatching all patient correspondence and information related to bookings in accordance with established procedures and data quality standards. Handling clinic cancellations and patient rebookings following guidelines and instructions. Coordinating appointments for patients attending outpatient clinics in line with booking regulations. Collaborating with clinical staff and secretaries regarding outpatient scheduling. Maintaining regular communication with team members to ensure priorities are met and targets achieved. Fostering positive relationships with key stakeholders. Upholding a professional image of the Trust's services to customers, demonstrating a commitment to patient care. Maintaining a professional demeanor at all times when interacting with the public and colleagues, employing effective communication skills to resolve concerns. Developing efficient communication systems to streamline administrative processes by liaising directly with clinicians and management across clinical services.Qualifications and Skills
Essential Qualifications
Minimum of GCSE qualifications (or equivalent) or demonstrable equivalent experience.Essential Experience
Ability to operate effectively amidst frequent interruptions in a fast-paced environment. Capacity to work efficiently towards targets and deadlines. Proven ability to collaborate within a team while also demonstrating initiative. Strong prioritization and workload management skills.Essential Skills
Proficient keyboard skills. Excellent telephone etiquette. Strong communication skills across all levels of staff. Good organizational capabilities. Ability to quickly learn and adapt to changing circumstances.Essential Knowledge
Understanding of general office systems and protocols in a customer service context. Ability to adhere to guidelines and procedures.Additional Requirements
Flexibility to cover for annual leave or sickness as needed. Proficient in spoken English relevant to the role, demonstrating confidence and accuracy in communication.