Outpatients Administration Clerk

This post may close early due to high numbers of applications, so you are advised to apply promptly.

This role is not eligible for visa sponsorship.

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.
• 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.
• 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.
• Continuously contribute to patient and business improvement agendas. This includes undertaking any project work as directed, obtaining information using current systems and sharing ideas for potential service improvement.
• 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 requires 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.
• Register internal referrals.
• Manage e referrals on the Electronic Referral Service (eRs).
• Book all patient appointments in line with Trust and National targets.
• Contact patients for short notice appointments to aid clinic utilisation.
• Manage the external Outpatient letter system.
• Manage the NHS mailbox for IPTs.
• Verify referrals (chasing missing referrals).
• Contact patients to inform them of short notice clinic cancellations or reschedules.
• Greet patients, check and update personnel details if necessary on Lorenzo and attend relevant clinics.
• Direct patients to appropriate areas.
• Outcome all patient attendances, ensuring that all patients are either re appointed, discharged, suspended, DNAs or added to the waiting list in accordance with agreed procedure.
• Cancel, re appoint and reschedule patient appointments upon 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, and act on the information and distribute accurately.
• Prepare all necessary documentation and/or paperwork for clinics.
• Telephone patients at short notice to fill empty clinic slots.
• Correct any operator errors within Lorenzo following protocol.
• Work flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
• Ensure that Consultants are aware of any patients who DNAd clinic appointments and undertake action as required.
• Open and sort Outpatients post daily and take appropriate action.
• Provide cover in any other team or department within the Directorate if required.

Experience and Knowledge

• 1 year's general office experience
• Ability to work under pressure to meet required deadlines
• The ability to deal with more than one situation at a time
• Previous experience in a healthcare setting and reception skills

Qualifications

• Good Keyboard Skills
• RSA II typewriting

Skills

• Good Communication Skills
• Enthusiastic and Motivated
• Ability to have positive working relationships
• Good Organisational skills

Personal Qualities

• 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

Benefits

Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, in house training and development, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.

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.