Ophthalmology Outpatient Appointment Clerk

The Ophthalmology department at King’s have recently been awarded substantial Trust investment to improve our administrative structure and allow implementation and improvements to processes which will enable us to continue to deliver exemplary eye care to our patients across South East London.

Previous non successful applicants need not apply.

The post holder will work closely with the clinical and managerial and wider admin team to provide efficient and effective admin support to the service. Working in a busy and service with high outpatient throughput the post holder will act as first point of contact for patients accessing the service.

The post holder will be responsible for the booking and processing of patient appointments, clinic preparation, reception areas and general admin duties within the Ophthalmology service.

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

This job description is generic and this post may develop over time to meet the specific needs of the Department.
- To act as a first point of contact on the phone and face to face for patients, relatives, clinical and administrative staff. Ensuring all patient contact is managed in a tactful manner and queries are dealt with professionally and swiftly, taking appropriate action when required.
- To ensure all clinics are fully booked in an appropriate timeframe and all patients are contacted with their appointments by telephone or letter if unobtainable
- Ensure clinic capacity is utilised effectively with patients booked in correct date order using the outpatient waiting list resource with all cancelled appointments backfilled. Additionally, working closely with the secretarial team to ensure all urgent appointments are booked appropriately.
- To achieve all appointment administration in a prompt and timely fashion and ensure appointment outcomes are correctly adhered to and completed.
- To cancel/rebook/reschedule patient appointments when clinic changes need to be actioned both in advance and at short notice.
- To ensure adherence to the Trust’s Access Policy.
- To provide supervision and support to more junior staff when needed and assist in the training of new staff.
- To ensure all appointment letters are posted on the day they are printed.
- To validate booking reports ensuring patients requiring follow up appointments are booked liaising with secretarial failsafe officers on any queries.
- Identify any patients not booked in the correct time frame, and liaise with the admin and management team to discuss capacity needs.