Job overview
An exciting development opportunity has arisen for a band 3 Administration Support Assistant to be based at our Royal Stoke site at the University Hospital of North Midlands NHS Trust. The successful candidate will work closely with the Clinic Administration teams to ensure outpatient clinics are fully utilised and patients are allocated an outpatient appointment within NHS national targets. They may also assist with any incoming calls to the Appointments Call Centre.
A flexible approach is essential, as is the need to be self-motivated with the ability to work under pressure and prioritise, set tasks/objectives. Team building skills are also an essential requirement of the post holder, together with an awareness of Trust policies and procedures.
Main duties of the job
1. To undertake clerical duties, providing and receiving routine information requiring tact or persuasive skills. Communicate tactfully with patients and reception staff about appointments or any other queries deemed necessary.
2. Deal with enquiries where there may be barriers to understanding.
3. The post holder will deal with all appointment queries, communicating factual routine information to patients, relatives (with consent), and external and internal bodies.
4. Handle general internal calls, external patient calls, and patient relative enquiries and calls from other healthcare professionals.
5. Work closely with the Outpatient department to develop a wide knowledge of the specialties to ensure a good patient experience, promoting effective communication to achieve Trust and Divisional objectives.
6. Communicate closely with the system administrators daily, updating them on any slot issues and patient queries, and ensure that feedback is given on any work allocated daily.
7. Ensure that all available capacity is fully utilised.
8. Take instruction from the Clinic administrator to deliver an effective and efficient booking service.
9. Organise own workload, coordinating and adjusting ongoing clinic appointments.
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