Job Description

You will be involved with the direct provision of front line services to patients and as the first person the patient has contact with this is an important role for the patient’s experience and first impression of our service.
The post holder will be required to operate a central booking service across all the hubs and spoke clinics for the integrated sexual health service. This includes booking, cancelling and rescheduling patient appointments in all clinics. The post holder needs to be flexible and work over a 6 day a week period. This provides us with an opportunity for our services to work closely with our partners in primary care and the local authority to ensure a seamless service for our patients.
The post involves working over a shift pattern including daytime, evening and Saturday mornings. The aims of this Trust are to improve the health of and provide the best possible care to the population in which we serve and ensure that our staff have joy and pride in their work. We are striving to recruit a workforce that reflects the communities in which we serve. We value our staff and can offer excellent opportunities for further training and development. We are keen to reflect our local population and therefore applications from all sectors of the community are welcomed.

• Operate a central booking service across all the hubs and spoke clinic for the integrated sexual health service which includes contraception and sexual health. This includes booking, cancelling and rescheduling patient appointments in all clinics, including those the patient has booked online. Booking urgent cases with doctors where and when appropriate.
• The post holder will provide non clinical advice, information and guidance establishing the type of appointment required by assessing the patient over the telephone and ensuring the patient is booked into relevant clinic appropriate to patients needs in a timely and effective manner to achieve the contractual performance indicators for access and maintaining public health.
• To receive patients and visitors on arrival at the service in a friendly and professional manner. Promoting a positive image in customer care, demonstrating knowledge and experience of the service.
• The post holder will be required to respect individual privacy, dignity and beliefs and uphold the Trust values, ensuring their own actions support equality, diversity and inclusion.
• Provide a positive patient experience and support anxious, verbally aggressive, upset patients and visitors on a daily basis using skills including tact, persuasion and conflict resolution.
• Providing and receiving complex, confidential and sensitive information and relay messages in a timely, clear and legible manner to the relevant staff within the service or external agencies as appropriate using verbal and written skills.
• Provide a non-judgmental approach to patients using tact, persuasion and understanding when dealing with sensitive issues.
• Offer emotional support to distressed/worried patients, relatives or visitors and informing the clinical staff of the issue.

Required Knowledge, Skills, and Abilities