Call Centre Appointments Co-ordinator, KTC

at  Worcestershire Acute Hospitals NHS Trust

KEY RESPONSIBILITIES 1) Responsible for answering any calls coming into the Booking Services Call Centre daily ensuring that patients appointment queries are dealt with in a timely manner and in line with Booking Services procedures. 2) To ensure that patients are allocated appointments and admissions in chronological order and offered a suitable date to attend when they telephone to make a booking. 3) To be responsible for managing and updating the Envoy text reminder system daily ensuring that all text messages are actioned and appointments updated on the PAS system. 4) To make changes to and update patient demographic information on the PAS system as and when required.
5) To communicate with patients (and occasionally GPs) regarding appointments, admissions and removals from the waiting list, both over the telephone and in writing, as appropriate. 6) To ensure that patients are allocated dates to avoid vacant slots in clinics/theatre lists and that clinics booking rules are adhered to. 7) To support the Outpatient Appointments Co-Ordinators when requests for cancelled / reduced / additional clinics are actioned, offering patients appropriate revised appointment dates over the telephone. 8) To inform the Appointment Co-Ordinators when long waiting patients select dates that cause breaches to the national waiting times targets.
9) To support the Booking Services co-ordinators which may involve contacting patients, iding and partial booking, updating e-RS, confirming outpatient appointments, as and when required. 10) To ensure that Booking Services co-ordinators across sites are provided with appropriate information regarding patients, in order to carry out their work effectively. 11) To ensure that all calls to make appointments or admissions are dealt with promptly and professionally in line with Patient Access policies and procedures for the service. 12) To respond to any queries and complaints from patients ensuring that any serious issues are passed on to the appropriate Team Leader or Manager.
13) To contact patients by phone or letter to establish if appointments or admissions are still required 14) To ensure that all patients recorded data in manual and computerised systems is dealt with in accordance with agreed policies and procedures. 15) To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Patient Access, confidentiality and information security. 16) Any other duties within grade appropriate.
You may be asked to cover Booking Services work on any of the sites to help over sickness and annual leave including front of house reception duties if required. Vision and Values: The Trust aims to provide local services for local people. It has developed its vision to reflect this commitment. To continue to be the major provider of acute/specialist services for the people of Worcestershire (and wider) with a strong reputation for providing outstanding, high quality, reliable, accessible and integrated healthcare for local people Driving this commitment is a set of Trust-wide values, developed by the Trusts staff: Patients: Patients at the centre of all we do everyone is entitled to privacy, dignity and compassion Respect: Treating everyone patients, colleagues and the public as you would want to be treated yourself Improve/Involve: The best patient pathways, thinking innovatively, valuing patients and involving stakeholders Dependable: Driving safe, quality care, getting things right first time, learning from mistakes, dependable services with good communication Empower: Staff take personal responsibility for their actions, challenging if something is not right.
Standard Clauses: The purpose of this post should remain constant, but the duties and responsibilities may vary over time within the overall role and level of the post. The post holder may from time to time be asked to undertake other reasonable duties. Any such changes will be made in discussion with the post holder in the light of service needs. Competence The post holder is responsible for limiting his / her actions to those which s/he feels competent to undertake.
If the post holder has any doubts as to his or her competence during the course of his / her duties then s/he should immediately speak to their line manager or supervisor. Codes of conduct All employees of the Trust who are required to be registered with a professional body, to enable them to practise within their profession, are required to comply with their code of conduct and requirements of their professional registration. Those staff that are not required to be registered with a professional body are required to comply with the Trusts codes of conduct. Confidentiality The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and other Health Service business.
Records Management All employees of the Trust are legally responsible for all records that they gather, create or use as part of their work within the Trust (including patient, financial, personnel and administrative), whether paper or computer based. All such records are considered public records and all employees have a legal duty of confidence to service users. Employees should consult their manager if they have any doubt as to the correct management of records with which they work. Health and Safety Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) and the Manual Handling Operations Regulations (1992) and all relevant Trust Health and Safety Policies and Guidance.
This ensures that the agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors to the Trust. Infection Control Employees must accept personal responsibility and accountability for Infection Prevention and Control practice. Employees should ensure they are familiar with, and comply with, all relevant Infection Control policies for minimising the risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatory updates in Infection Control

Please refer the Job description for details