Outpatient Appointment Administrator

OPAC is a busy outpatient appointment centre an d is support service for King's College Hospital processing incoming referrals and dealing with high volume telephone calls.

We are seeking self-motivated people who are able to efficiently manage their time and workload. They should have excellent communication and customer service skills, IT experience and the ability to manage their own workload to meet deadlines in a busy environment with many demands on their time.

The successful applicants will possess excellent telephone and administrative skills.

The post holder will work within a large team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, referral centre teams, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between telephony and administrative duties.

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 around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

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.

The trust-wide strategy 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 can take Team King’s to another level.

Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets

Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments

To make appointments in the appropriate clinics using Epic and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the ‘Two Week Rule’ for cancer referrals.

Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or Division

Responsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processes

Responsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practice

Responsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures

Responsible for the amendment and cancellation of all appointments types (new and follow ups)

Responsibility for maintaining a ‘direct booking’ system, by agreeing dates either with patients and/or GPs;
To deal effectively with GP/Consultant queries regarding patient appointments and details for all Trust wide clinics

Ensure that any relevant information is communicated to patients and internal service users as appropriate

To scan all referrals entering the Trust and ensure that standards related to the capturing of mínimal data set is met