Job summary
Appointment Coordinator
Department: Imaging
Band: 3 £22,816 - £24,336 Per annum
Hours: Full Time - per week, all MKUH roles will be considered for flexible working
You will be responsible for providing an efficient and effective appointment system within the Imaging department. This involves dealing with all appointment requests from Health Centres, GP's, Out-Patient Clinics, and Wards.
This is a challenging roll but if you are a bright, enthusiastic, highly motivated individual who likes to be kept busy, this could be the post for you.
The successful applicants will have excellent communication skills. Enjoy working as part of a team and ideally will have had previous experience of working with the public. A flexible approach to the needs of the department is essential.
Interview date: 09 October 2024
Main duties of the job
This is a key 'shop window' post, involving the provision of an effective and efficient appointments service for all persons attending imaging as a result of GP, health centre, outpatient and inpatient referrals.
About us
MKUH staff scored highest for 'I look forward to coming to work' (NHS Staff Survey 2023).
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
1. Free on-site parking
2. Free tea and coffee
3. Great flexible workingopportunities
4. Discounted gym membership
5. Lease car scheme
6. Generous annual leave and pension scheme
7. On site nursery (chargeable)
8. Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
General administration
To gain a thorough knowledge of the hospital CRS and Radiology CRIS and PACs computer systems to book appointments, look up patient notes and images and update and amend or add patient information. Particular care is required as the department uses a number of operating systems that are interdependent.
Although the post is located within a specific area of the Imaging department: a working knowledge of other areas of the Imaging appointment and reception areas will be required. Specific duties may be amended over time in response to the changing needs of the department.
Patient pathway
Understand and work from Primary Target Lists (PTL) and take appropriate action. It will be necessary to be aware of the targets on the NHS plan and how actions taken in every day procedures affect these targets.
Be aware of length of waits for appointments and highlighting areas of concern to the line manager as well as ensuring concerns are dealt with.
Customer Care/Communications
Ensure that the service provided to patients and other service uses is sympathetic, friendly and efficient. This may involve for example; tactfully encourage patients not fully aware of the severity of their medical needs to attend investigations without unduly alarming them, or, dealing with patients, or their partners, who may be upset, angry or distressed.
Dealing with telephone enquiries from patients, general practitioners and hospital clinicians. A working knowledge of other areas of Imaging will be necessary to ensure that a second call is not required and that queries are dealt with at the first point of contact or passed to the relevant area. Calls cover a whole variety of subjects including:
9. Anxious patients seeking advice on their forthcoming examinations or who are unhappy about the priority of the appointment they have been given.
Training
Undertaking a period of in-post training for 6-12 months to understand all aspects of the post and to attend other training courses as required.
Please refer to the Job Description for further details.
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Person Specification
Qualifications and Knowledge
Essential
10. 3 GCSE A-C passes of which 1 must be English. Alternatively candidates must be able to demonstrate a level of knowledge gained from previous satisfactory clerical experience.
Experience
Essential
11. Data inputting- Ability to input and retrieve information on a computerized system.
12. At least 6 months previous experience in an administrative and/or client facing support role
13. Knowledge of Microsoft packages especially Word and Excel
Desirable
14. Previous experience in the NHS in an administrative and/or patient facing support role.
Skills
Essential
15. Computer Literacy
16. Good written and verbal communication skills
17. Effective team worker
18. Ability to prioritize
19. Ability to maintain a professional attitude in a pressured environment High quality customer service skills
Personal and people development
Essential
20. Must be adaptable
21. Able to work under pressure
22. Have a professional attitude
23. Good team spirit
24. Proactive attitude
25. Friendly disposition
Communication
Essential
26. Effective verbal and written communication skills
27. Good telephone manner
28. Good interpersonal and communication skills
29. Ability to communicate with staff at all levels
30. Able to work under pressure and deal with difficult situations with patience, diplomacy, maturity and empathy