The post holder is responsible for booking patient appointments, visits and associated administrative duties. In addition, the post holder will support the referral, triage and appointment booking processes using Trust systems and waiting lists to contact and offer patients appointments and assist and support the Matron/ Shift Leader with day-to-day clerical activities at the ward level. The successful candidate may be required to work flexible shift patterns including overnight work.
This is a Bank position and more than one position may be available. You may also be offered shifts in other administrative positions within the trust.
Main duties of the job
1. Assist and support the department with day-to-day clerical activities.
2. Act as the first point of contact for the patients dealing appropriately with all communications and tasks, including sensitive issues.
3. Answer the telephone and deal appropriately with all enquiries.
4. Maintain the admission, discharge, and transfer activity of all patients within the department.
5. Use Trust systems, including waiting lists and patient tracking list information, to ensure patients are booked and scheduled in the correct order.
6. Arrange patient follow-up appointments as directed by medical/nursing staff.
7. Enter data and maintain the safeguarding database, ensuring information is updated in a timely manner.
8. Deliver high customer service in all interactions with patients, their relatives, carers and staff to ensure the highest patient privacy and dignity standards.
9. Patient Record Maintenance - Ensuring correct and accurate personal details are up to date on all patient documentation.
10. Follow Trust policy in relation to processes for assessment and management of potential overseas visitors, including the accurate recording of information and escalation of concerns to the line manager.
11. Use local and national systems to enable the booking and scheduling of appointments.
12. Maintain an up-to-date electronic and paper office filing system appropriate to the relevant department and undertake the filing of patient records.
13. Assist the ward staff with general administrative duties.
Person Specification
* Good level of numeracy and literacy skills.
* Able to communicate clearly both in verbal and written communications.
* Basic keyboard & PC skills.
* Working knowledge of Microsoft Office packages, i.e., Outlook, Word, Excel.
* Organised and methodical with attention to detail.
* Professional and friendly telephone manner.
* Able to maintain accuracy to high standards.
Qualifications & Learning
* Educated to GCSE level or equivalent, including English and Mathematics.
* European Computer Driving Licence (ECDL) Qualification or equivalent.
* Additional Customer Service or Administration qualifications, such as an NVQ Qualification.
Experience
* Experience working in an NHS contact centre, reception or equivalent appointment booking environment.
* Previous experience of data entry/input.
* Knowledge of a hospital-based Patient Administration System.
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.
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