Booking Clerk/Receptionist - Patient Access Centre
Torbay and South Devon NHS Foundation Trust
An exciting opportunity has arisen to join the Patient Access Centre as part of our centralised booking clerk team, working within the Physiotherapy pod.
As a booking clerk, you are the first point of contact for our patients, supporting them with appointment management and general queries, as well as handling various administration tasks within the office throughout the day.
A background in customer service with a strong focus on providing a high-quality patient experience is essential. The ideal candidate will be passionate about supporting people and will have good IT/Telephony skills, with the ability to work well under pressure. Organisation, time management, and proactivity are also key skills we are looking for.
Main Duties of the Job
1. Handling inbound calls
2. Making outbound calls
3. Checking patients in for Outpatient appointments
4. Booking, cancelling and rearranging Outpatient appointments
5. Management of patient notes (tracering, requesting, etc.)
6. Setting up clinics (including printing additional attendance lists)
7. Associated administration tasks (completing outcomes, etc.)
8. Typing of clinic letters
9. Maintaining a high standard of customer service
10. Use of hospital systems to effectively support the management of the patient journey
11. Managing clinic capacity
12. Managing pending lists and wait times
13. Managing spreadsheets as required
14. Processing new referrals from external and internal sources
15. Liaising with colleagues at all levels to ensure the patient journey is smooth
16. Working in accordance with the Trust policies at all times
17. Upholding the Trust Values
About Us
The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT). The teams within the PAC manage the booking of appointments and associated administration tasks for various specialties. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year.
Job Responsibilities
Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.
Person Specification
Qualifications and Training
* Minimum of 4 x GCSE Grade A-C (including English) or equivalent
* NVQ Administration Level 2 or equivalent
Knowledge and Experience
* Administrative and clerical experience
* Experience working with the general public
* Experience working with emails, spreadsheets, and Microsoft packages
* Previous NHS experience
* Experience working in a call centre
Specific Skills
* Typing to RSA II/OCR II or equivalent level of speed and accuracy (40wpm)
* Ability to use medical terminology appropriately
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
Torbay and South Devon NHS Foundation Trust
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