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Job overview

To provide a high level of Customer Service for patients requiring an Outpatient Appointment at The Princess Alexandra Hospital

To provide a Patient’s Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care.

To ensure that patients’ telephone calls are answered efficiently and effectively.

To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone.

To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection

Main duties of the job

Ensure the accurate and confidential use of COSMIC or any other electronic booking system to register patients new to the Trust ensuring that patient details are correct.

To follow Trust guidelines and policies to book patients’ appointments, working to achieve compliance with the 18 Week RTT Pathway and 2 Week Wait

To maintain confidentiality and to be aware of data protection when entering patient details and episodes onto COSMIC or any other electronic booking system.

To make new appointments working to achieve compliance with the 18 Week RTT Pathway including Choose & Book and 2 Week Wait targets

Provide data regarding patients who have been unable to book an appointment electronically.

Working for our organisation

Our Organisation

The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop’s Stortford, and St Margaret’s Hospital in Epping.

We employ 3,500 staff and serve a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop’s Stortford and Epping. Our extended catchment area incorporates a population of up to 500,000 and includes the areas of Hoddesdon, Cheshunt and Broxbourne in Hertfordshire.

Our Values

The Princess Alexandra Promise to our patients as identified by our 3 values which will contribute to improving our patient experiences:

Patient at heart – Always holding the patient and their wellbeing at the centre of our thoughts and efforts

Everyday excellence – Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both

Creative collaboration – Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care

The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level.