Administration Advisor

Monday to Friday / Administration Post / Lister Contact Centre

08:30 - 17:00

Our clerks are trained to support a patient’s pathway through Outpatients, from referral to treatment, so in this role you can really make a difference. You could work in our busy outpatient clinics, on the outpatient reception desk, and in our Outpatient Contact Centre, using various appointment computer systems to book, cancel and answer patient appointment enquiries on the telephone. If you’ve got excellent communication and people-skills and enjoy working as part of a team, then this role will give you great job satisfaction. It is also a great stepping-stone to career progression within the NHS, with excellent promotion opportunities within the Trust.
- You will regularly work at the reception at outpatient clinics and also answer the Trust’s Appointment Line dealing with patients’ appointment queries.
- To train fellow colleagues & new staff in role in order to be multi-skilled & standardise processes across Trust in order to be able to cross cover other Administration Advisors & support the department during leave of absences.
- Use excel spreadsheets and the Trust’s Lorenzo appointment system to validate Patient Tracking Lists.

At East and North Hertfordshire NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

**We run the following hospitals**:

- The Lister Hospital, Stevenage
- New Queen Elizabeth II (New QEII), Welwyn Garden City
- Hertford County, Hertford
- Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

In the paragraphs above you have read an overview about the role we would like to offer and general information about main duties of the post holder. Please see attached - job description which describes in full details the duties, responsibilities and reporting relationships of the advertising role.

Main role requirements are below but for full details please refer the attached person specification.
- Administer referrals received from the national Electronic Referral System to ensure patients are booked in accordance with National waiting times.
- Book outpatient clinics, ensuring maximum utilisation of capacity (filing cancellation slots as necessary) in accordance with the agreed speciality, consultant and clinic protocols. Liaise with clinical specialties as required to ensure capacity meets demand.
- In accordance with the Trust Access Policy ensure patients are contacted via telephone or letter to confirm outpatient appointment dates, recording all transactions on the Lorenzo appointment system.
- In accordance with the Access Policy, cancel and rebook appointments, informing patients either by telephone or letter, as directed.
- Assist with outpatient queries from the patient and / or their accompanying friends / relatives, Consultants, Nursing Staff, insurance companies & GP’s in a polite and courteous manner.
- Undertake reception duties using tact and diplomacy, diffusing difficult situations and dealing with confrontation, cashing up the clinics and rebooking patients in real time.
- To liaise with medical, nursing and other specialty staff on administration enquiries as directed by an Outpatient Supervisor.