Appointments Administrator

**Hear for Norfolk**

**(the operating name of Norfolk Deaf Association)**

**Job title**:Appointments Administrator**

**Responsible to**:Executive Assistant**

**Responsible for: No line management responsibility**
Hours of work: 37.5 hours per week
**Salary**:£11.50 per hour**

**Place of work: 14 Meridian Way, Meridian Business Park, Norwich, NR7 0TA**

**Job purpose**:
The post holder will provide a high-quality, responsive and timely appointment booking service for patients/service users accessing services at Hear for Norfolk by means of both, GP (General Practice) referrals made thorough the NHS Electronic Referral System (eRs) and patient self-referrals. The post holder will need to be able to communicate well with service users/patients and their relatives, the general public and a wide range of multi-professional staff, internal and external to the charity.

The postholder will be responsible for ensuring the correct and timely input of service user information onto the database, working within target response times as set both internally and by our commissioners. All aspects of this role should be carried out in line with Hear for Norfolk’s Policies and Procedures on data collection, data security and confidentiality.
Principal duties**:To provide full administrative support of the patient journey from referral to initial appointment.**
- To organise own workload to meet targets, deadlines and waiting times performance indicators acting upon own initiative and/or working with the Chief Executive to solve problems.
- To assist with the provision of statistical information in relation to patient waiting times and attendance as required.
- To provide an efficient and friendly service to patients, visitors and colleagues either on the telephone, in person or in written communication.
- To ensure referrals are downloaded from the eRs system, triaged by clinical staff promptly and the outcome advised to the referrer within the set timescale.
- To use the organisational patient information system (MS 365 SharePoint) for booking appointments, creating clinics, and managing patient records, including uploading scanned hard copy and electronic referral forms onto individual service user records.
- To ensure that all clinics are booked in a systematic way to ensure the smooth running of the service.
- To contact all patients booked for clinics 3-4 days in advance to check receipt/remind of appointments.
- To be responsible for contacting non-attendance (DNA) patients to ascertain if a further appointment is required.
- To be responsible for the invoicing process for non-attendance (DNA) or short notice cancellations.
- To be responsible for sending the post procedure letter back to the referrer using the NHSmail portal.
- To ensure that a letter is sent back to the referrer if the patient declines the appointment offered.
- To organise a visit date, appointment for the patient/ service user and route for the Mobile Clinic Assistant and Clinical staff to take for patients/ service users who require a domiciliary visit or visits to care homes.
- To market and promote the service to the general public, General Practices and other health and social care providers across Norfolk.
- To train other new/temporary/less experienced administrative/reception staff and ensure their ability to cover the role is kept up to date through regular support and guidance on a monthly basis.
- To be available to assist in other areas of the charity’s work as needs arise.
- Personnel and Professional Development
- To participate in regular supervision, annual performance review and attendance at team meetings.
- To be responsible for own personal and professional development to actively participate in identifying training needs and to be willing to undertake training where a need has been identified by the Chief Executive, to ensure that an effective service is provided.
- To be able to work some additional hours, as required, to cover staff holiday/sickness and operational needs.
- To undertake any other reasonable duties as directed by the Chief Executive that may reasonably fall within the scope of the post.
- General responsibilities:

- To ensure the security within Hear for Norfolk at all times and be familiar with emergency procedures
- To maintain full and accurate records in accordance with procedures
- To implement and adhere to charity’s policies and procedures
- To incorporate Equal Opportunities Policy and Anti-Discriminatory practice in all areas of work
- To maintain the highest level of confidentiality and information security with all personal information held at Hear for Norfolk
- To implement and adhere to policy and practice in relation to health and safety in all aspects of the post holder’s work. To adhere to the post holder’s own responsibilities to health and safety within the workplace to colleagues, service users/patients and the general public and also whilst working from other sites.
- To wor