Mersey and West Lancashire Teaching Hospitals NHS Trust
Are you enthusiastic, hardworking and self-motivated?
An exciting and challenging opportunity has become available for an Appointments / Call Centre Officer within Patient Booking Services.
The post holder will be responsible for providing clerical and administrative support to the department. You will work closely with a wide range of staff across the Organisation, including other hospitals, GP services and mainly, our patients.
Previous applicants need not apply
Main duties of the job
* You must have excellent telephone communication skills as you are very often the first contact with the Trust. A pleasant and courteous disposition is essential.
* You will have a flexible approach to the demands of this post and there will be an expectation that you can work autonomously or as part of a team to ensure we deliver the highest standard of care to our patients.
Job responsibilities
KEY DUTIES
* Enter tertiary referral letter details accurately onto the Patient Administration System (PAS) on a daily basis adhering to the timescales within the Trust Patient Access Policy.
* Deal with pending elective appointments and cancellations, liaising with all relevant staff (including Consultants, Outpatient Managers, Directorate Managers and clinical support staff).
* Meet/liaise with Consultants on a regular basis in order to manage outpatient clinics lists effectively whilst working within the Department of Health guidelines.
* Independently compile clinic status lists 6 weeks in advance, taking into account the composition of lists to include clinical urgency, diagnostic investigations, therapeutic investigations, complex procedures and 18 week referral to treatment target.
* Book appointments using the PAS/NHS e-referral system and identify the type of outpatient appointment required.
* Take into account daily cancellations and alterations, contacting patients by telephone explaining reasons for cancellation.
* Manage Netcall reminder report ensuring outpatient slots are backfilled maximising outpatient capacity.
* Advise patients of all available options with empathy and discretion particularly when dealing with aggrieved patients regarding outpatient waiting list enquiries.
* Monthly validation of 18 week (PTL) for each speciality to maintain 18 weeks.
* Complete data checks on computerised systems (PAS, NHS e-referral, EDMS) amending any changes.
* Participate in call centre rotation.
* Any other duties required by Line Manager.
Person Specification
Qualifications
* Educated to GCSE level and/or equivalent qualification and/or equivalent experience.
* NVQ Level 2 in Business Administration and working towards Level 3 and/or equivalent knowledge through formal training and/or experience.
Knowledge & Experience
* Call Centre experience.
* Excellent IT skills with knowledge and experience of Microsoft office products.
* Previous clerical experience.
* Previous NHS experience.
* Knowledge of medical terminology.
Skills
* Self-motivated and able to work with limited supervision.
* Ability to use own initiative and respond to new challenges.
* Ability to manage/prioritise own workload.
* Ability to work as part of a team.
* Excellent interpersonal skills.
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.
Employer name
Mersey and West Lancashire Teaching Hospitals NHS Trust
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