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.
Responsibilities:
* Handling inbound calls
* Making outbound calls
* Checking patients in for Outpatient appointments
* Booking, cancelling, and rearranging Outpatient appointments
* Management of patient notes (tracering, requesting, etc.)
* Setting up clinics (including printing additional attendance lists)
* Associated administration tasks (completing outcomes, etc.)
* Typing of clinic letters
* Maintaining a high standard of customer service
* Use of hospital systems to effectively support the management of the patient journey
* Managing clinic capacity
* Managing pending lists and wait times
* Managing spreadsheets as required
* Processing new referrals from external and internal sources
* Liaising with colleagues at all levels to ensure the patient journey is smooth
* Working in accordance with the Trust policies at all times
* Upholding the Trust Values
About Our Organisation:
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 and books approximately 500,000 appointments a year.
Why Work With Us:
You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, and we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.
If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a 'Staff Carers' policy which includes flexible working where possible and a Carer's Passport scheme that links you into support and discounts.
Important Information:
* We reserve the right to close vacancies early if we receive a high volume of applications. Please apply promptly.
* Please read the job description and tailor your application to reflect the role.
* Correspondence will be via Trac, text, and email. Please check your email and Trac account regularly.
* Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
* If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
* It is your responsibility to assist us in the timely receipt of appropriate references.
The Trust is committed to preventing discrimination, valuing diversity, and achieving equality of opportunity. No person (staff, patient, or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support, you can obtain this from our Equality Business Forum which has representatives from all protected groups.
Candidate Requirements:
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 pro-activity are also key skills we are looking for.
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