Job Description

Work as part of a team with focus on high quality experience for patients to administrate all aspects of outpatient appointments to the highest standards. We are looking for talented individuals willing to work hard, with a positive attitude and with a flexible approach to change who can make a significant contribution to the important work of this highly performing team.

• Act as the first point of contact for patients telephoning the Appointments Centre Confidently deal with queries via the telephone
• To assist the referral team and booking team in administrative tasks as required by the team leaders
• Answer general hospital queries and appointment queries as appropriate
• Respond to and resolve patient queries where appropriate and in line with departmental guidelines
• Assist in supporting new members of the team
• Handle personal and confidential patient related information in a sensitive manner
• Receive and accurately pass on information to relevant personnel/teams.
• Maintain and update accurate patient details on hospital computer systems
• Adhere to appropriate booking rules when rescheduling and cancelling appointments
• Generate appointment letters as and when required
• Effectively manage and respond to patient communications to the Outpatients email box
• Work as part of a team processing diagnostic, tertiary, and non-consultant led referrals, ensuring these are processed in a timely manner
• Take part in team meetings and play a role in service redesign
• Ensure that compliments and complaints are escalated to the Team Leader or Performance and Operations Manager
• Manage patient appointments/cancellations under supervision from Team Leader or Clinic Coordinator
• Maintain good working relationships with other hospital staff
• Adhere to Trust and departmental policies, procedures and guidelines
• Participate in annual appraisal reviews
• Co-operate fully in the introduction of new technology and methods of working
• Demonstrate tasks to new and current staff as required
• Undertake other duties commensurate with the role and grade

Required Knowledge, Skills, and Abilities