Appointments Administrator

4 weeks ago

Stanley, United Kingdom County Durham & Darlington NHS Foundation Trust Full time

Job summary

Anexciting opportunity has arisen for an Appointments Administrator to join theCentral Appointments team at The Greenhouse, Annfield Plain, Co. Durham on hours per week, Monday to Friday.

We are looking for anenthusiastic, pro-active person to assist in delivering an efficient, patientfocused service within the Central Appointments Department. This role is withina call centre environment taking in excess of 500 calls per day.

You will assist in carryingout all administrative tasks within the Departments main office, includinglogging referral letters onto the Patient Administrative System, arrangingoutpatient appointments and managing responsibilities in relation to the ERSsystem as well as answering telephone calls.

Thispost includes the ability to hybrid work (office and home working)

Main duties of the job

Youwill be responsible for logging outpatient referrals onto the PatientAdministration System, inviting patients to contact the department ortelephoning patients to arrange an appointment, ensuring that all appointmentsare booked in accordance within Trust timescales and manage administrativetasks associated with appointments booked via the ERS system. You will also book review appointments asrequested.

The ability to work underpressure is essential both individually and as part of a team is important toensure that deadlines are met. Good organisational and interpersonal skills areessential in order to be able to achieve this.

Excellent customer serviceskills are essential for this role.

Candidatesmust be interested in ensuring patient satisfaction, a good telephone mannerand be flexible in hours of work. A highlevel of accuracy and a conscientious approach is essential along with theability to work effectively within a team.

About us

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented

From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary £23,200, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post

Full Job Descriptions can be found in the adverts supporting documents

Job description

Job responsibilities

Processingall new patients on Patient Administration Systems where the patient has notattended clinic but need a further appointment. Consideration needs to be givenas to whether a safeguarding issue should be raised for paediatrics orvulnerable patients who have been unable to access their appointment. Promptrebooking must take place for all paediatrics and elderly patients within trustguidelines.

Responsible for dataquality when updating patient demographics, next of kin, adding referrals,extracting and producing information (including information to patients) in thetrust across all of the Patient Administration Systems

Maintaining informationacross multiple complex computer systems, including Microsoft packages, shareddrives, EPR , E-referral System, and NHS Spine Portal. Providing support andguidance to GP surgeries, secretaries and consultants on how to use each of thecomputer systems where necessary. Managing multiple systems is complex andattention to detail is essential to ensure accuracy. Adhering toConfidentiality and Data Protection Policies is vital

Deal with sensitive andconfidential information in a calm and professional manner adhering to bothInternal and National guidelines. When taking calls, you may have to providesensitive, confidential and complex information to patients and or their carersoften in response to invitations sent by the department. Appointments must bebooked sensitively, with an empathetic manner, reassuring any distressed orconfused patients. Highlight appropriate contacts if patients require furthermedical information which is not in our remit to share

Treat everyone with respectand dignity. Help patients to overcome any boundaries that may prevent themfrom attending appointments. Provide information regarding transport,wheelchair availability, portering services and interpreting services. Providecommunications in a range of formats including large print or braille. Adjustcommunication techniques supporting those that cannot read, or do notunderstand or are scared about their appointment. Book interpreters ifnecessary and ensure patients are aware using the correct communication tools.Where a patient is not responding the GP may need to be contacted by theAppointments Administrator to ask for their assistance in contacting thepatient

Autonomously organise andprioritise your own workload according to the variable demands of thespecialties and the department; adjusting the priorities throughout the day asfurther work is emailed in to the department or when processing more complexbookings and dealing with both internal and external calls. Liaise withconsultants to advise of any issues around slot booking and overbooking ofclinics where guidance has not already been provided

Tohave a flexible approach to the departments demands and to assist whereappropriate in the provision of cover for other colleagues and departmentsduring emergencies, sickness and holidays.

Person Specification

Qualifications

Essential

2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care or equivolent experience

Experience

Essential

Working in a busy office Environment

Desirable

NHS Experience Call Centre experience Booking appoointments using a computer system

Special Skills & Knowledge

Essential

Knowledge of 18 week Referral to Treatment Able to effectively organise and prioritse workload and meet departmental standards, timescales and deadlines. Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face. Ability to handle sensitive information, communicating in a sensitive and compassionate manner. Interested in ensuring patient satisfaction Able to work effectively as a team and autonomously with minimal supervision. Excellent Organisational skills and ability to prioritise. Ability to work under pressure Good working knowledge of Microsoft Office packages including excel Attention to detail Flexible in hours of work and responsibilities

Desirable

Knowledge and experience of managing multiple systems - NHS PAS, e-RS and Microsoft Office skills including Excel. Knowledge of overseas charging regulations

Special Requirements

Essential

Good interpersonal skills Approachable and friendly Ability to maintain strict confidentiality Willing to undertake any training required for the post

Desirable

Self Reliance Well presented

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