Job Description

This is an exciting opportunity to join a hardworking and dynamic team in the Appointment Centre HRI. The role will support the insourcing of outpatient clinics to aid the Trusts covid recovery response ensuring patients are seen in a timely manner. A successful candidate will need to poses good analytical and IT skills. The role includes transcribing data from a variety of sources into the electronic patient record. The post holder will need to work with a high degree of accuracy and efficiency. There will be a structured induction and training program to assist in orientation to your role.

• 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 is scanned into the correct patient record in a timely manner.
• To ensure all past appointments have an outcome recorded and highlight to the supervisor / team leader of any missing outcomes.
• To manage and direct outpatient referrals via e-Referral, and to manage all the work lists produced on the various systems mentioned relating to action accordingly.
• 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 of appointments resulting from a hospital/patient-initiated cancellation.
• To be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet with the 18-week referral to treatment pathways.
• To answer the telephone in a timely and courteous manner when dealing with external or internal customers within a call Centre environment.
• To proactively encourage the recording of mobile numbers to improve our text reminder service.
• Dealing with telephone, written, electronic enquires from external and internal sources as appropriate
• 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 time, to priorities 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, 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.
• To maintain confidentiality at all times.

Required Knowledge, Skills, and Abilities