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Job Summary
* To process and action all referrals received in a timely manner, ensuring each patient is added to the appropriate waiting list and the referral is filed accurately.
* To manage inbound and outbound telephone calls to/from patients in an efficient and patient focused manner ensuring a good level of customer service at all times.
* To ensure that all appointments are booked and cancelled in accordance with the Access Policy for Planned Care Services and departmental booking guides and processes for clinics.
* To use the different functions on the eRS system daily ensuring that referral letters are printed where needed and the appointments are booked or amended as appropriate.
* The post holder would be trained on the job through a combination of instruction and practice and by attending Access Policy for Planned Care Services, Information Governance and iPM training as well as being allocated a training supporter and Team Leader to support them through each task and each stage of the NVQ.
* To ensure that a firm understanding is obtained of all administration procedures in the Access Policy and Service Line Agreements.
* The post holder will be expected to work remotely and fulfil their duties efficiently, ensuring clear lines of communication are held with their Team Leader and work colleagues on a regular basis throughout the working day.
Main Duties of the Job
* To receive, process and action all referrals received to the department from all specialties in a timely manner.
* To manage inbound and outbound telephone calls to/from patients in an efficient and patient focused manner.
* To provide a good level of customer service at all times (calls are monitored to ensure standards are being met).
* To ensure that all appointments are booked in accordance with the Access Policy for Planned Care Services and departmental booking guides for clinics.
* To manage and action out of hours reminder requests as appropriate.
* To ensure that when a patient or GP cancels a routine appointment and no further appointment is required that the waiting list and referral entries are closed on iPM.
* To undertake other duties within the post holder's competence/career development plan as may be necessary from time to time, as determined by OAC Manager/OAC Team Leader or Team Leader.
Person Specification
* Excellent communication and interpersonal skills.
* Good time management and organisational skills.
* Ability to work to the Trust values.
Employer Details
University Hospitals Plymouth NHS Trust
Derriford Hospital
PLYMOUTH
PL6 8DH
Salary
£14,762 a year Per Annum
Contract
Apprenticeship for 15 months
Working Pattern
Full-time
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