Outpatient Booking Officer - Frimley, United Kingdom - Frimley Health NHS Foundation Trust

Frimley Health NHS Foundation Trust Frimley, United Kingdom

3 weeks ago

Fixed-Term

Description

Job summary

Previous applicants need not apply.

The post holder will be responsible for booking Breast outpatient appointments over the Trust sites. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems.

The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.

Main duties of the job

The main duties of the role will be:

Arranging appointments over the telephone with patients

Booking patient appointments from waiting lists

Rescheduling and cancelling appointments at short notice, when required

Liaising with clinical admin and CNS teams

Attending the weekly Breast MDT meeting, on a rota basis

About us

Frimley Health NHS Foundation Trust provides NHS hospital servicesforaround 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.

As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.

We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.

Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other,Committed to Excellence,WorkingTogether and Facing the Future.

We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnelworkingalongside the hospital's NHS staff providing care to patients in all specialties

Job description

Job responsibilities

To attend the weekly Breast MDT on a weekly basis, collating appointments that require booking following the multi-disciplinary team discussion

To ensure all phone calls are dealt with in a professional and timely manner, adhering to the local targets set by the Surgery Directorate and the Trust

To ensure all patients, colleagues and visitors are treated with dignity, respect and empathy at all times

To support the Trust in delivering NHS targets

To respond in a timely fashion to all administrative duties within the team

Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways

To be multi-skilled in your working role and able to assist in all areas of the department as and when required

To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy

To ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the patient administration system in accordance with Information Quality Assurance

To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment

To liaise with the team leader to provide a high-quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise

To adhere to the Trust values of being committed to excellence, working together and facing the future

Follow all Trust and local policies and procedures at all times

To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal

For a full list of responsibilities, please see the attached job description.

Person Specification

Qualifications

Essential

GCSE English and Maths pass or equivalent

ECDL or equivalent

Desirable

NVQ Level 2 Administration or equivalent practical knowledge

Experience

Essential

Experience of working in a hospital or busy office environment.

Significant experience in difficult patient situations.

Customer care experience

Has used Epic/other electronic healthcare suite

Desirable

Call centre experience

Previous booking experience

Skills

Essential

Good communication skills both verbal and in writing

Excellent customer service skills and evidence of dealing with telephones and meeting targets

Exceptional interpersonal skills

Time management skills

Ability to escalate any issues as necessary

Persuasive/negotiating skills

Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries

Desirable

Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy

Knowledge of medical terminology

Knowledge of clinical and surgical procedures

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