Employer: Calderdale and Huddersfield NHS Foundation Trust
Employer type: NHS
Site: Huddersfield Town
Salary: £23,615 per annum, pro rata
Salary period: Yearly
Closing: 11/03/2025 23:59
Interview date: 17/03/2025
NHS AfC: Band 2
Calderdale and Huddersfield NHS Foundation Trust (CHFT) is committed to equal opportunities and welcomes applications from all sections of the community, regardless of any protected characteristics.
We are committed to recruiting to our values. Leading One Culture of Care underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care.
We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require.
Job overview
Working as part of the ENT insourcing team, within the ENT admin department at Huddersfield Royal Infirmary for the Head & Neck Directorate. The insourcing team is responsible for supporting the insourcing of outpatient services for our patients as part of the recovery programme from the Covid-19 pandemic. The post holder will be responsible for accurately transcribing data into patients' electronic records from a variety of sources as well as organizing patient lists and booking appointments.
Main duties of the job
* To transcribe data from multiple sources into the electronic patient record in an accurate and timely manner. This data will include the clinic outcome following a patient’s attendance at an outpatient clinic.
* To ensure any clinic letters/documentation are scanned into the correct patient record in a timely manner.
* To manage and direct outpatient referrals via e-Referral, and to manage all the work lists produced on the various systems mentioned relating to CHFT and action accordingly.
* To maintain confidentiality at all times.
Detailed job description and main responsibilities
* To ensure all past appointments have an outcome recorded and highlight to the supervisor/team leader any missing outcomes.
* To be responsible for contacting patients by telephone to remind them of pending appointments and to cancel, change, or re-book accordingly, where possible re-negotiating appointments resulting from a hospital/patient-initiated cancellation.
* To be aware of outpatient waiting times to ensure that appointments are rearranged to appropriate timescales to meet the 18-week referral to treatment pathways.
* To follow a pre-determined call script as provided by CHFT and present a polite, pleasant telephone manner at all times to ensure a gold star patient experience.
* To answer the telephone in a timely and courteous manner when dealing with external or internal customers within the ENT admin team.
* To ensure that all messages left on any answer phone are dealt with promptly to ensure that all demographic details are accurately recorded, including NHS number, ethnicity, registered GP, referring GP and practice.
* To proactively encourage the recording of mobile numbers to improve our text reminder service.
* To assist in the booking of urgent new/follow-up appointments when necessary, ensuring all relevant information is enclosed, to actively contact patients to confirm appointment dates and times, and to prioritize your workload on a daily basis.
* To be responsible for booking transport for patients as necessary and notifying the transport department of any cancellations or changes when required.
* To ensure that communication links are maintained with internal staff, GPs, patients, and other organizations to ensure swift resolution of any potential appointment/clinic/reception issues.
* Carry out general office admin duties such as scanning, photocopying, and handling post.
* This job description is intended as an outline of the duties of the post; it is not exhaustive and is subject to change following discussions with the post holder. Full training will be given to the successful candidate.
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 training or significant experience with IT
Knowledge, Experience & Expertise
* Experience using various administrative computer systems
* Good organizational skills and able to prioritize workload and work to deadlines
* Experience of working within a customer-focused setting, office/admin environment
* Motivation to develop the roles and themselves
* Knowledge of EPR/E-Referral (ERS) and 18-week RTT pathway
Communication and Relationships (Including Management Responsibilities)
* Ability to work on own and as part of a team
* Ability to demonstrate excellent communication skills
* Ability to work quickly and accurately
* Good oral, verbal, and written communication skills
Our vision is to provide One Culture of Care for one another in order that we can provide compassionate care for the people who use our services. We are passionate about creating a workplace where we work together to get results, encouraging colleagues to have their say, in order to co-create the change we want to see. We take pride in the diversity of our workforce; that’s why we encourage applications from all. Reasonable adjustments will be made for disabled applicants.
Please ensure your application is submitted with referees who can verify your employment/education history over the last three years and include valid email addresses for them. We will request electronic factual employment references from your previous employers. These references will be requested before you are issued with an unconditional offer of employment letter.
If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system. The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR, and following the interview, your previous NHS employment data, if applicable, will be transferred from your current/most recent employer.
You may be required to undertake a DBS. The Trust will administer the DBS check on your behalf and will recover the cost (Enhanced £54.40, Standard £26.40, or Basic £26.40) from your salary when you commence in post (including Internal staff). You will also be required to participate in the DBS Update Service and pay the £16 cost per year. This is a condition of your employment.
CHFT is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.
If you have any questions, please contact ask.recruitment@cht.nhs.uk for assistance.
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