East Kent Hospitals University NHS Foundation Trust
The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking and administrative service to patients for the Therapies Department across East Kent. You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues.
This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust.
The role will ensure all clinics are utilised Trust wide within the different sub-specialities, escalating capacity and demand issues on a daily basis using a range of information reports. A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users.
Within Therapies customer service is the focus of all tasks, providing a high-quality service to all patients, relatives, staff and visitors to the Therapies department in a professional, courteous, respectful and confidential manner.
Main duties of the job
1. Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.
2. Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.
3. Assisting recording and responding to patient needs such as Interrupter services via email to support AIS (Accessible Information Standard).
4. Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.
5. Working in a person-centred way with all members of the healthcare team.
6. Preparing clinical records for clinics.
7. Liaising with Transport Services for patients as and when required.
8. Updating PAS system for the purpose of recording all patient activity and patient personal data.
9. Assisting with enquiries from clinical teams.
10. To support the Trust in achieving both National and local NHS standards including the 18-week RTT by booking in accordance to the relevant sub-specialities within Therapies.
11. Ensuring all DNAs are discharged or re-appointed, as directed by the clinician in accordance with Patient Access Policy.
About us
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is 'great healthcare from great people'. Everything we do is guided by our values: 'People feel cared for, safe, respected and confident that we are making a difference'. We have a new way of working at East Kent Hospitals, called 'We care'. It's about empowering frontline staff to lead improvements day-to-day. We're looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.
Job responsibilities
The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking and administrative service to patients for the Therapies Department across East Kent. You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues.
This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust.
The role will ensure all clinics are utilised Trust wide within the different sub-specialities, escalating capacity and demand issues on a daily basis using a range of information reports. A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users.
Within Therapies customer service is the focus of all tasks, providing a high-quality service to all patients, relatives, staff and visitors to the Therapies department in a professional, courteous, respectful and confidential manner.
Person Specification
Experience
* Experience in a customer focused role dealing with the public both on the telephone or/and in person.
* Clerical/Administrative experience.
* Previous NHS experience.
* Experience of using a Patient Administration System (PAS).
* Previous procurement or stock management experience.
Skills
* Ability to effectively communicate with patients, colleagues and all service users, both written and verbally.
* Ability to work under pressure and meet deadlines whilst maintaining a high standard of accuracy and attention to detail.
* Confidence to handle difficult conversations with patients, staff, relatives and carers whilst maintain a high level of customer service.
* Ability to work effectively in a busy team, adjust to change and motivate others.
* Ability to prioritise and organise own workload.
* Working knowledge of Outpatient booking procedures and NHS standards.
* Desire to learn new skills.
Knowledge
* Knowledge of IT skills and a variety of software packages.
* Knowledge of Microsoft Office packages e.g. Word, Excel.
Qualifications
* Good level of education including Maths and English Language qualifications GCSE grade C above.
* Willing to learn and work towards further qualification.
Other Requirements
* To be aware of and adhere to the Trust We Care Values.
* Respecting each other working as part of a team.
* Flexibility.
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.
Address
Royal Victoria Hospital Folkestone & Kent and Canterbury Hospital Canterbury
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