Job summary
- Main area
- Outpatients
- Grade
- NHS AfC: Band 2
- Contract
- Permanent: 2x 0.6 WTE posts
- Hours
- 22.5 hours per week (2x part time posts)
- Job ref
- 230-36767640-CSS-OAC-A
- Employer
- George Eliot Hospital NHS Trust
- Employer type
- NHS
- Site
- George Eliot Hospital
- Town
- Nuneaton
- Salary
- £22,383 Per Annum Pro Rata
- Salary period
- Yearly
- Closing
- 30/11/2024 23:59
Employer heading
Outpatients Administration Clerk
NHS AfC: Band 2
George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.
The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.
Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join #TeamEliot.
Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.
We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further
We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.
Job overview
Job Title: Outpatient Administration Clerk - Call Centre
Hours per week: 22.5 hours per week (2x part-time posts)
Perm/Fixed Term: Permanent
Salary: £22,383 per annum pro rata
Closing Date: 30th November 2024
Interview Date: 12th December 2024
We have an exciting opportunity to join our Outpatients Administration team on a part time permanent basis.
2x part time posts; Working week after training period will be as follows.
Post 1: Monday, Tuesday, Wednesday 14:30-19:00 Thursday, Friday 8:00-12:30
Post 2: Monday, Tuesday, Wednesday 08:00-12:30 Thursday, Friday 14:30-19:00
All posts will be allocated a Saturday morning shift on a rota basis with time back during the week.
You are invited to join our dynamic and highly effective administrative Outpatient teams, where you will have the chance to learn and develop new skills. You will be working across our Outpatient administration areas.
**This post may close early due to high numbers of applications, so you are advised to apply promptly.**
All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.
#JoinTeamEliot
Main duties of the job
To provide a specialised, comprehensive and confidential administration service, working primarily in the Patient Call Center in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.
Working for our organisation
Here at George Eliot our vision to ‘excel at patient care’ takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:
Effective Open Communication
excellence and safety in everything we do
Challenge but support
Expect respect and dignity
Local health that inspires confidence
Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, on-site discounted gym, extensive in-house course learning directory, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking
Detailed job description and main responsibilities
- Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
- Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
- Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
- To act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
- To ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
- To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
- To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
- Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
- Registration of internal referrals.
- Management of e-referrals on the Electronic Referral Service (eRs)
- Booking of all patient appointments in line with Trust and National targets.
- Contacting patients for short notice appointments aiding clinic utilisation.
- Managing the external Outpatient letter system.
- Managing the NHS mailbox for IPTs.
- Referral verification (chasing missing referrals).
- Contacting patients to inform them of short notice clinic cancellations / reschedules.
- Greet patient’s check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
- Direct patients to appropriate areas.
- To outcome all patients’ attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNA’s or added to the waiting list in accordance with agreed procedure.
- To cancel, re-appoint and reschedule patient’s appointments at patient or Consultant request.
- Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email. communication. Act on the information and distribute accurately.
- To prepare all necessary documentation and/or paperwork for clinics
- To telephone patients at short notice to fill empty clinic slots.
- To correct any operator errors within Lorenzo following protocol.
- Works flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
- To ensure that Consultants are aware of any patients who DNA’d clinic appointment and undertake action as required.
- To open and sort Outpatients post daily and to take appropriate action.
- To provide cover in any other team or department within the Directorate if required.
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Person specification
Experience
Essential criteria
- 1 year's general office experience
- Able to work under pressure to meet required deadlines
- The ability to deal with more than one situation at a time
Desirable criteria
- previous experience in a healthcare setting and reception skills
Qualifications
Essential criteria
- Good Keyboard Skills
Desirable criteria
- RSA II typewriting
Skills
Essential criteria
- Good Communication Skills
- Enthusiastic and Motivated
- Ability to have positive working relationships
- Good Organisational skills
Personal Qualities
Essential criteria
- To be able to sit and concentrate using a PC for frequent periods
- To be able to deal with irate patients and staff
- To deal with distressing situations and distressed patients
- To be calm under pressure
- To deal with competing demands for attention
- To work under own initiative making decisions
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Alice Dodd
- Job title
- Patient Administration Manager
- Email address
- [email protected]
- Telephone number
- 02476153882
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