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Appointment Administrator
2 weeks ago
The Outpatient directorate at Northampton General Hospital is looking to appoint a full time Appointment Administrator to join them in the outpatient contact centre.
You will be an important part of the team delivering a high quality service to patients in dealing with their enquiries and the rescheduling of their outpatient appointments.
You will be responsible for handling incoming calls from patients, ensuring that their enquiry is handled professionally and effectively whilst also ensuring that patients are booked in a timely manner adhering to the national waiting time targets and the specialty clinic rules.
You should be able to demonstrate administrative experience, excellent customer service skills and a proactive attitude whilst working sensitively within a team.
If successful you will receive a full trust and local induction with appropriate training and support to ensure both you and the role are a success.
The Outpatient Appointment Administrator forms part of a rota that manages all calls incoming to the Outpatient Contact Centre, dealing with enquiries and the rescheduling of both new and follow up outpatient appointments on the hospital PAS system (CaMIS).
Due regard must be given to agreed waiting list targets and making use of hospital information systems to ensure that appointments are rescheduled appropriately and accurately, actioning any changes notified as appropriate and in communication with the Outpatient Directorate Manager, Consultants and Directorate Management.
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Communicate with patients, colleagues, internal and external contacts in a courteous, professional and timely manner at all times by various methods, i.e. telephone, written, face to face.
Receive telephone calls and enquiries on a handset/headset via the telephone call queue management system (Liberty) from patients, GPs, wards and Consultants. Providing an efficient service regarding enquiries and the rescheduling of new and follow up outpatient appointments. Taking appropriate action, or, where necessary, re-direct or accept a message on behalf of members of the team and to have the initiative to know when help from a more senior staff member is required or advice needs to be sought from the service itself. All enquiries and requests are to be dealt with in a timely manner.
Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff.
Rescheduling outpatient appointments according to the specialities booking rules and guidelines.
Action the daily task list for patients requesting to reschedule their appointment via the Chronos ERS Connect system
Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.
Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the Outpatient Appointments Supervisor.
Entering and retrieving data from hospital computer systems.
Training of new staff in simple tasks where appropriate.
Ensure the timely arrival of patient information to the appropriate destination to facilitate prompt patient care.
Have relevant and up to date knowledge of the Trust’s Standards Policies, following them at all times. Be responsible for updating own knowledge as and when necessary in agreement with the Outpatient Appointments Supervisor.
Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with Trust Policy.
Take ownership of equipment supplied to enable job role to be fulfilled.
Support with welcoming and induction of new staff into the team as required - including those helping on a short term basis.
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