Job description

Job responsibilities

• Following the daily departmental rota, provide Fast Track telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
• Using waiting lists, on hold reports and other tracking reports, book Fast Track appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailingservice, and following guidance in the Elective Access, Booking and Choice Policy.
• Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician or length of time for the appointment, in line with the Trusts Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
• Adopt good customer care practice to provide a high quality service for users of the Fast Track Service, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GPs, nursing homes and relatives. This will include using tact or persuasive skills or where there may be barriers to understanding

Please see the attached job description for full information

Job responsibilities

• Following the daily departmental rota, provide Fast Track telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
• Using waiting lists, on hold reports and other tracking reports, book Fast Track appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailingservice, and following guidance in the Elective Access, Booking and Choice Policy.
• Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician or length of time for the appointment, in line with the Trusts Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
• Adopt good customer care practice to provide a high quality service for users of the Fast Track Service, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GPs, nursing homes and relatives. This will include using tact or persuasive skills or where there may be barriers to understanding

Please see the attached job description for full information

Person Specification

Qualifications

Essential

• GCSE 3 or above including Maths and English
• NVQ 2 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
• Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system

Desirable

• ECDL qualification or other formal IT training / qualification
• Use of internet and intranet

Experience

Essential

• Evidence of significant administrative experience within a customer focused environment
• Frontline customer care

Desirable

• Worked in an area specialising in healthcare appointment making
• Experience of working in an Outpatient Dept
• Organisational awareness of NHS

Skills

Essential

• Ability to prioritise workload and work without direct supervision
• Ability to act on own initiative and deal with non-routine queries
• Demonstrate computer skills in Excel and Word including accurate typing
• Ability to analyse data and produce relevant documentation

Desirable

• Ability to create, produce and use reports in a variety of Microsoft Office IT systems

Qualifications

Essential

• GCSE 3 or above including Maths and English
• NVQ 2 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
• Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system

Desirable

• ECDL qualification or other formal IT training / qualification
• Use of internet and intranet

Experience

Essential

• Evidence of significant administrative experience within a customer focused environment
• Frontline customer care

Desirable

• Worked in an area specialising in healthcare appointment making
• Experience of working in an Outpatient Dept
• Organisational awareness of NHS

Skills

Essential

• Ability to prioritise workload and work without direct supervision
• Ability to act on own initiative and deal with non-routine queries
• Demonstrate computer skills in Excel and Word including accurate typing
• Ability to analyse data and produce relevant documentation

Desirable

• Ability to create, produce and use reports in a variety of Microsoft Office IT systems

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Great Western Hospitals NHS Foundation Trust

Address

Orbital Swindon

Thamesdown Drive

Swindon

SN25 4AN

Employer's website

https://www.gwh.nhs.uk/ (Opens in a new tab)