Working as part of the Appointment Services Team, within the Appointment Centre at Huddersfield Royal Infirmary for the Outpatient Directorate. The Appointment Services at CHFT have three busy teams responsible for the smooth running of outpatient services:
1. The Phone team who receive phone calls from patients with a variety of enquiries in relation to their appointments.
2. The Booking team who are responsible for the priority management of patients awaiting outpatient appointments, booking, cancelling, and rescheduling appointments in line with service need, providing clear communication to patients.
3. The Template team are responsible for the building of clinics throughout the trust ensuring that clinics match the needs of patients and clinicians and continue to meet the demands of each individual service.
The post holder will be required to work across the department where required and will also be responsible for a range of general admin duties.
Aimed at staff that already work within the Appointment Services Team.
Please note: This role involves working a shift pattern of Day (0800-1600) and Lates (1100-1900) and some Saturday working (0900-1200); all shift rosters are given with 6 weeks notice.
Responsibilities include:
1. Handling and receiving phone calls from patients and assisting them with a variety of enquiries including booking, rescheduling, and cancelling appointments.
2. Booking, cancelling, and rescheduling appointments at the request of clinicians and services as well as being able to utilise relevant computer systems to ensure that patients are booked in priority order.
3. Answering all calls and queries in a courteous and timely manner within a busy office environment.
4. Being aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet the 18-week referral to treatment pathways.
5. Dealing with telephone, written, verbal, and electronic enquiries from external and internal sources.
6. Proactively ensuring that all information held on electronic systems is correct and up to date.
7. Responsible for booking transport for patients when necessary and notifying the transport department of any cancellations or changes when required.
8. Ensuring that communication links are maintained with internal staff, GPs, Patients, and other organisations to ensure swift resolution of any potential appointment/clinic issues.
9. Transcribing data from multiple sources into the electronic patient record accurately.
10. Managing and directing outpatient referrals via e-Referral, and managing the work lists produced on the various systems mentioned relating to CHFT and actioning accordingly.
11. Contacting patients by telephone to remind them of pending appointments, changes, and cancellations, and where possible re-negotiating appointments resulting from hospital/patient-initiated cancellations.
This advert closes on Sunday 29 Dec 2024.
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A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.
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