Calderdale and Huddersfield NHS Foundation Trust
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: the Phone team, the Booking team, and the Template team. The post holder will be required to work across the department 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.
Main duties of the job
1. Handling & receiving phone calls from patients and assisting them with a variety of enquiries including booking, rescheduling, and cancelling appointments.
2. Helping to achieve targets for the team whilst working in a friendly, vibrant busy office environment.
3. To proactively ensure all data held on the trust system is accurate and up to date.
4. Assisting patients and booking transport for patients when necessary, notifying the relevant department of any requirements the patient would have.
Job responsibilities
* Handling and receiving phone calls from patients and assisting them with a variety of enquiries including booking, rescheduling, and cancelling appointments.
* Booking, cancelling, and rescheduling appointments at the request of clinicians and services, utilizing relevant computer systems to ensure that patients are booked in priority order.
* Answering all calls and queries in a courteous and timely manner within a busy office environment.
* 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.
* Dealing with telephone, written, verbal, and electronic enquiries from external and internal sources.
* Proactively ensuring that all information held on electronic systems is correct and up to date.
* Responsible for booking transport for patients when necessary and notifying the transport department of any cancellations or changes when required.
* Ensuring that communication links are maintained with internal staff, GPs, patients, and other organisations to ensure swift resolution of any potential appointment/clinic issues.
* Transcribing data from multiple sources into the electronic patient record accurately.
* Managing and directing outpatient referrals via e-Referral, and managing the work lists produced on the various systems mentioned relating to CHFT and action accordingly.
* Contacting patients by telephone to remind them of pending appointments, changes, and cancellations, and re-negotiating appointments resulting from hospital/patient-initiated cancellations.
Person Specification
Qualifications/ training
* GCSE English grade 3 -9 (A*-D, or equivalent)
* GCSE Mathematics grade 3 - 9 (A*-D, or equivalent)
* ECDL or Microsoft package
* Customer-focused training already undertaken
Knowledge, Experience & Expertise
* Experience of working within a customer-focused setting, office/admin environment
* Motivation to develop the role and themselves
* Experience using various administrative computer systems and good computer skills
* Experience of working within an office-based NHS setting
* Knowledge of EPR / E-Referral (ERS) / System1
Practical/Intellectual Skills/Personal Qualities
* Good organisational skills
* Ability to demonstrate excellent communication skills
* Good oral, verbal, and written communication skills
* Able to work quickly and accurately
* Able to work on own and as part of a team
* To prioritise workload and work to deadlines
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
Calderdale and Huddersfield NHS Foundation Trust
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