Portsmouth Hospitals University NHS Trust
* To work within a team to support the smooth running of the Outpatient Booking Centre for patients referred to Portsmouth Hospitals University Trust.
* To ensure all new referrals are processed in accordance with Trust and National Policy.
* To ensure appropriate booking of clinic lists.
* To provide a high standard of service for patients.
Main duties of the job
* To maintain confidentiality at all times.
* To provide helpful, customer-focused responses to all patient and relative enquiries, and enquiries from other departments.
* Input data using Trust systems to ensure patients' pathways are accurately started and maintained.
* Monitor and react to multiple systems utilised by patients to inform of appointment cancellations.
* Deal with high volumes of telephone enquiries from patients, other organisations and departments, taking appropriate action.
* Respond to calls promptly using persuasiveness, empathy, tact, and reassurance.
* Book appointments and monitor capacity to ensure clinics are utilised fully, escalating any capacity issues appropriately.
* Regularly validate and maintain worklists to ensure information is up to date.
* To escalate issues to a supervisor/manager in a timely manner.
* To identify and highlight opportunities for improved working processes.
* To undertake any other duties commensurate with this banding as required by the Trust.
Please note this post is temporarily based at Lakeside North Harbour, will relocate to the Rodney Road Centre, date TBC.
About us
Previous Applicants Need Not Apply.
Here at Portsmouth Hospitals University NHS Trust, we are proud to provide expert, compassionate care for our local population. We are ranked as the third in the country for research, embedding education and training across the organisation. Our main hub is the Queen Alexandra Hospital, which is one of the largest hospitals on the south coast employing over 8,700 staff.
Job responsibilities
* To maintain confidentiality at all times.
* To provide helpful, customer-focused responses to all patient and relative enquiries, and enquiries from other departments.
* Input data using Trust systems to ensure patients' pathways are accurately started and maintained.
* Monitor and react to multiple systems utilised by patients to inform of appointment cancellations.
* Deal with high volumes of telephone enquiries from patients, other organisations and departments, taking appropriate action.
* Respond to calls promptly using persuasiveness, empathy, tact, and reassurance.
* Book appointments and monitor capacity to ensure clinics are utilised fully, escalating any capacity issues appropriately.
* Regularly validate and maintain worklists to ensure information is up to date.
* To escalate issues to a supervisor/manager in a timely manner.
* To identify and highlight opportunities for improved working processes.
* To undertake any other duties commensurate with this banding as required by the Trust.
Person Specification
Experience
* Experience within the health service or related area in a management capacity for a minimum of 2 years.
* Dealing with the public in a busy demanding environment.
* Working unsupervised.
* Managing people in a customer care environment.
* Evidence of ability to deliver multiple objectives concurrently.
* Skill in the use of computers, preferably in a PC, Windows-based operating environment.
Qualifications
* Education to NVQ III or relevant equivalent experience.
* A minimum of 2 years experience of working in a healthcare environment having an in-depth working knowledge of managing outpatient appointments.
* Working knowledge of hospital systems including PAS, eReferral and Microsoft Teams.
* In-depth working knowledge and understanding of RTT and Cancer pathways including ITRs.
Skills and Knowledge
* Ability to gather data, compile and analyse information and prepare reports.
* Ability to communicate effectively, both orally and in writing.
* Able to work collaboratively to achieve common goals.
* Knowledge of waiting list management.
* Evidence of building strong appropriate working relationships.
* Knowledge of NHS IT Systems including e-Referral.
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
Portsmouth Hospitals University NHS Trust
Address
1000 Lakeside North Harbour, Western Rd, Cosham, Portsmouth
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