Employer: 279 University Hospitals Sussex NHS Foundation Trust
Employer type: NHS
Site: Princess Royal Hospital
Town: Haywards Heath
Salary: £24,071 - £25,674 per annum
Salary period: Yearly
Closing: 05/01/2025 23:59
Band 3
About our Trust
At UHSussex, we’re proud to be at the heart of the NHS. As one of the UK’s largest acute Trusts, we’re a leading example of the excellence, ambition, and values that have embodied the NHS for over 70 years.
Our hard-working, talented, and dedicated people work together towards a common goal – to always put our Patient First. In fact, our mission is summed up by our ‘where better never stops’ motto, and you will play a part in driving us forwards and in improving the lives of patients across Sussex.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff, which is extensive and designed to support you when you need it, including where possible, flexible working to support work-life balance.
Job overview
The post holder will be expected to provide support to the Urology Service. An up-to-date knowledge of outpatient clinics and cancer targets will be required to enable the post holder to make, amend, and cancel appointments. They will be expected to be able to adapt and prioritize their workload. The role will range from the registration of a new patient, handling GP and patient queries for clinics, making appointments using Trust systems.
Main duties of the job
1. To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.
2. To deal with patient enquiries professionally and in line with the Trust standard operating procedures.
3. Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway.
4. To be multi-skilled in your working role and able to assist in all areas of the department as and when required.
5. Ensure patient records are updated on all electronic systems and confidentiality is always maintained.
6. To ensure patient cancellations are updated onto the Patient Access System (PAS) and any other system with the reason for the cancellation recorded immediately within the notes field.
7. To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.
8. To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists.
9. To liaise with the team leader to provide communication and highlight any problems, working together as a customer-focused team to solve issues that may arise.
10. To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal.
Person specification
* 5 GCSEs (A-C) or equivalent, including English and Maths.
* Demonstrated knowledge and awareness of Booking / Appointment procedures and systems.
* Good level of literacy and numerical skills to read and record patient details and a range of information.
* Knowledge and awareness of confidentiality issues relating to the Data Protection Act and Computer Misuse Act.
* Able to interact with tact and diplomacy with patients and staff at all levels.
* Able to communicate complex information where there are barriers to understanding.
* Analytical and Judgemental - able to assess facts to make judgements regarding telephone enquiries.
* Able to work unsupervised.
* Competent in a range of packages, including MS Word and MS Excel.
* Experience of working in a hospital booking team.
* Experience of working in a hospital environment.
* Able to contribute to team performance and be flexible to meet the needs of the role.
* Able to exercise discretion to ensure that patient confidentiality is maintained at all times.
Important information for applicants
Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.
DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check.
Closing adverts early: Please apply as early as you're able for this role. In the event of exceptional interest, we may close adverts earlier than specified.
UHSussex reserves the right to close the role early if we receive a high volume of applications.
#J-18808-Ljbffr