Our Booking Clerk/Receptionist will come under the direct supervision of the Patient Access Centre (PAC) Supervisor. They will have no budgetary responsibility within the role.
You will provide efficient administration in all aspects of patient appointment booking and also patient facing reception cover and all associated tasks, across multiple specialties with strict adherence and compliance to the Trust’s Patient Access Policy.
You will ensure that patients are treated with courtesy, dignity and respect.
Responsibilities
* Handling inbound calls
* Making outbound calls
* Checking patients in for Outpatient appointments
* Booking, cancelling and rearranging Outpatient appointments
* Management of patient notes (tracering, requesting, etc.)
* Setting up of clinics (including printing additional attendance lists)
* Associated administration tasks (completing outcomes, etc.)
* Maintaining a high standard of customer service
* Use of hospital systems to effectively support the management of the patient journey
* Managing clinic capacity
* Managing pending lists and wait times
* Managing spreadsheets as required
* Processing new referrals from external and internal sources
* Liaising with colleagues at all levels to ensure the patient journey is smooth
* Work in accordance with the Trust policies at all times
* Work in accordance with and always uphold the Trust Values
The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT). The teams within the PAC manage the booking of appointments and associated administration tasks for various specialties including Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology. We also cover a wide remit of reception areas for the Acute and Community hospitals, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT and Paignton Health and Wellbeing Centre.
The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year.
Contact Information
For further details / informal visits contact:
Name: Jody Barton
Job title: PAC Coordinator
Email address: jody.barton@nhs.net
Telephone number: 01803 656073
To enquire further about the job or to arrange an informal visit, please contact Jody Barton at jody.barton@nhs.net.
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