Please refer to the full Job Description & Person Specification To support Outpatient Supervisors and Booking Co-ordinators for booking, cancelling and rescheduling appointments in accordance with SBU [Speciality Business Units] guidance. To communicate appointment details with patients written, verbal or other [E.g. text] in regards to managing SBU clinic templates Record referral information accurately, update, manage and retrieve patient information on Cerner and e-Referrals Service in a timely manner To support Outpatient Supervisors and Booking Co-ordinators to deliver high levels of Outpatient Clinic utilisation Meet departmental targets relating to the work completed that is accurate Act as a point of contact for internal and external enquires To deal with patients in a mature manner when speaking to them on the phone. This may sometimes involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations.
Patient confidentiality should be maintained at all times. To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked. The post holder requires referrals knowledge to be able to recognise inaccuracies in referrals [including ERS] and act appropriately. The post holder will need to maintain working knowledge of eRS in an environment where change is constant The post holder will operate in a large team and will be monitored against set performance targets and KPIs To provide a front of house service to the Trust, greeting patients, visitors and carers and offering an excellent standard of customer service when they arrive at the Trust.
The post holder will play an important role as they will be the first point of contact for many visitors, some of whom may not have previously attended the hospital. The Reception areas will also be available for general patient enquires and the post holder will be required to assist and direct all enquires in a friendly and polite manner. The post holder will need to be flexible and able to prioritise the workload of the department and adjust workload plans on a daily basis. There is a high level of changeability of daily workload and there are many disruptive elements which can impact on daily plans There is a requirement to have a proactive approach to ensure that patients are treated within specified NHS timescales and that national targets [E.g.
RTT] are met To have an understanding of the contracts that the CCGs have with the trust. This will involve reading the referral letters and having an understanding of medical terminology. Provide cover for colleagues during annual leave, sickness and busy periods. To develop working relationships across the trust including medical secretaries, SBU managers and the medical teams Be conversant with the Quality and contractual targets of the Trust and aim to meet these, with the input from senior staff.
Be fully competent in the features of the hospital computer system and undergo further training when systems are updated and as the job requires. For further information please contact the Outpatient Assistant Service Manager on 01483 571122 ext. 479

Please refer the Job description for details