Main area: Administration
Grade: Band 3
Contract: Permanent
Hours: 37.5 hours per week (Monday to Friday - Variable hours between 8.00am and 5pm. Part time and job share can be considered)
Job ref: 419-6486882-OSA-O
Employer: York and Scarborough Teaching Hospitals NHS Foundation Trust
Employer type: NHS
Site: Scarborough Hospital
Town: Scarborough
Salary: £24,071 - £25,674 per annum/pro rata
Salary period: Yearly
Closing: 10/10/2024 23:59
Outpatient Services Administrator - Scarborough
Band 3
Please note that contact with applicants will usually be by email, and so please check all of your mail folders regularly.
Our Values
* We are KIND
* We are OPEN
* We pursue EXCELLENCE
We are looking for applications from people who share our values to help make us a valued and trusted partner within our care system, that delivers safe effective care to our local population.
Job overview
We are looking to appoint a motivated individual to join our Outpatient Administration Team. This post is based at Scarborough.
This is a varied role and the post holder must be able to flexibly provide cover across three areas:
* Our referral management centre, where over 300 new patient referrals are registered onto our hospital patient administration system per day
* Our busy reception desks dealing with patients face-to-face, ensuring they are booked in and directed to the appropriate waiting areas
* Our call centre, handling large volumes of calls agreeing outpatient appointments with patients as well as dealing with other appointment related queries
It is essential that this work is carried out accurately and efficiently as it is important that the patient experience is a positive one. You must be able to demonstrate that you have the necessary organisational, administrative and communication skills, the ability to work under pressure and using your own initiative, as well as excellent telephone skills.
The hours advertised are required to cover service needs. We operate a rota of tasks and all staff will rotate through different tasks. The hours for this vacancy are Monday - Friday, variable hours between 8.00am and 5.00pm.
Main duties of the job
* To process all new patient appointments within agreed timescales, and in accordance with consultants’ requests and Speciality booking rules.
* To make follow-up appointments in accordance to booking rules, at the request of both internal and external customers.
* To monitor, maintain and update electronic worklists and ensure that items are actioned in a timely manner, taking remedial action where necessary.
* To receive, record and process all referrals under the 14 day rule.
* To utilise an electronic data base booking system to call patients for their appointments near to their due date to maximize clinic capacity against patient demand.
* Support patients attending the Outpatient clinics, using tact and diplomacy, and record an appropriate outcome for all patients who leave Outpatient clinic where necessary.
* To manage patients ringing the Department to book, amend, or cancel an appointment in accordance with the Standard Operating Procedures and booking rules.
* Any other administrative or clerical duties, which may be required as part of post.
* To actively maintain a safe working environment for yourself and your colleagues.
* Prioritise workload to maximise patient demand against clinic capacity to ensure patients are dealt with as timely as possible.
* To maintain patient confidentiality at all times.
We may also consider part time / job share applicants
Working for our organisation
We offer a range of benefits to support our staff including:
* Access to the NHS Pension Scheme, providing generous benefits upon retirement.
* 27 days holiday rising to 33 days (depending on NHS Trust service)
* A generous relocation package of up to 30% of salary (capped at £18k) for hard to fill positions.
* A variety of different types of paid and unpaid leave covering emergency and planned leave
* Confidential advice and support on personal, work, family, and relationship issues, 24/7, from our Employee Assistance Programme
* NHS Car Lease scheme and Cycle to Work scheme.
* An extensive range of learning and development opportunities
* Discounts on restaurants, getaways, shopping, motoring, cinema, and finance from a range of providers
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early.
Person specification
Qualifications
* GCSE or equivalent
* Good written and spoken English
Experience & Knowledge Required
* Previous clerical experience and knowledge equivalent to NVQ Level 3
* Experience of working within a team
* Experience of working with Microsoft packages
* Experience of working to a high standard in a customer service environment
* Experience of using patient administration systems
* Understanding a range of work procedures and processes
* Experience of using a patient database and recording accurate data
* Working knowledge of the eRS/Choose and Book system
* Understanding of the 2WW cancer referral system and fast track appointment booking
* Experience of processing Outpatient appointments and understanding of Referral to Treatment Policy
Skills & Attributes
* Ability to communicate with staff at all levels, including Consultant medical staff
* Ability to work in a fast paced and busy environment
* Excellent verbal and written communication skills
* Excellent interpersonal skills
* Ability to communicate effectively with all service users
* Advanced keyboard skills
* Ability to think analytically
Aptitude & Personal Qualities
* Able to work under pressure to strict deadlines and requirements
* Able to work as part of a team
Please note that some of our substantive vacancies may be available on a smaller number of hours than advertised.
DBS Checks
Please be aware that all new employees starting work with us will be charged for the cost of their DBS check if it is required for the role. The cost will be deducted from your salary.
The Disclosure and Barring Service (DBS) offers a confidential checking service for transgender applicants in accordance with the Gender Recognition Act 2004.
Agile and Flexible Working
We are committed to helping all staff balance their work with other commitments and have recently launched our new Agile and Flexible Working policy to support this.
Employee Assistance Programme (EAP)
All our employees have access to a free, confidential counselling and wellbeing support service.
Relocation Package
The Trust offers a generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions.
A bit more about us and the surrounding area
York and Scarborough Teaching Hospitals NHS Foundation Trust is situated in a fantastic part of the country.
Sponsorship
If you require sponsorship to work in the UK, check you are eligible under the UKVI points based system online.
Employer certification / accreditation badges
Name: Gemma Carrott
Job title: Outpatient Services Manager
Email address: gemma.carrott@york.nhs.uk
Telephone number: 01723 236187
Additional information: Ross Morton - Deputy Outpatients Services Manager 01723 236148
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