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Booking Clerk/Receptionist
1 month ago
Job summary
Our Booking Clerk/Receptionist will come under the direct supervision of the Patient Access Centre (PAC) Supervisor. They will have no budgetary responsibility within the role.
They will provide efficient administration in all aspects of patient appointment booking and also patient facing reception cover and all associated tasks, across multiple specialties with strict adherence and compliance to the Trust's Patient Access Policy.
They will ensure that patients are treated with courtesy, dignity andrespect.
Main duties of the job
o Handling inbound callso Making outbound callso Checking patients in for Outpatient appointmentso Booking, cancelling and rearranging Outpatient appointmentso Management of patient notes (tracering, requesting, up ofclinics (including printing additional attendance lists)o Associated administration tasks (completing outcomes, Maintaining a high standard of customer serviceo Use of hospital systems to effectively support the management of the patient journeyo Managing clinic capacityo Managing pending lists and wait timeso Managing spreadsheets as requiredo Processing new referrals from external and internal sourceso Liaising with colleagues at all levels to ensure the patient journey is smootho Work in accordance with the Trust policies at all timeso Work in accordance with and always uphold the Trust Values
About us
The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT).
The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology. We also cover a wide remit of reception areas for the Acute and Community hospitals, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT andPaignton Health and Wellbeing Centre.
The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year
Why work with us - 1 (
Job description
Job responsibilities
Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification
Person Specification
Qualifications and Training
Essential
Minimum of 4 x GCSE Grade A-C (including English) or equivalent
Desirable
NVQ Administration Level 2 or equivalent
Knowledge and Experience
Essential
Experience working with emails, spreadsheets and Microsoft packages Administrative and clerical experience Customer service experience Experience of working with computers Awareness of Equality and Diversity
Desirable
Previous NHS experience Experience working in a call centre
Specific Skills
Essential
Audio-Typing skills
Desirable
Typing to RSA II/OCR II or equivalent level of speed and accuracy (40wpm) Ability to use medical terminology appropriately