About this role
Job summary
To work as part of a Team and to be responsible for the administration of outpatient clinics, liaising with doctors, service users and professional staff on an ongoing basis. Duties include responsibility for managing outpatient appointments on the Electronic Patient Records (Paris) as per the Booking & Choice Policy; Inputting all relevant clinical data: registering of patient details and continuous updating of patient records, booking all new and follow up clinic appointments and liaising closely with the team secretaries; To manage all calls into the site and appropriately transfer all calls throughout the unit; dealing with visitors to the Unit; distribute incoming mail and manage the outgoing mail; to log faults with Estates and ensuring that the reception area is a tidy and safe environment for all visitors.
Whilst we welcome all applications from all suitable candidates, unfortunately, we will not be offering sponsorship for this role.
If you already work for HPFT on a health and care visa, you will NOT be able to transfer your visa to this role as this role is NOT eligible for Sponsorship
Main duties of the job
The post holder will be responsible for the smooth running of outpatient clinics, ensuring appointments are booked, amended, cancelled and followed up appropriately, and that accurate records are maintained on Trust digital systems. The post holder will support effective service delivery by ensuring clinic administration is completed efficiently and to a high standard.
The post holder will act as the first point of contact for service users, carers, visitors and professionals, ensuring all telephone and face-to-face enquiries are managed in a professional, courteous and confidential manner whilst promoting the Trust's corporate image.
The post holder will be required to work independently, applying a high degree of confidentiality to all aspects of their work and will be expected to demonstrate self-motivation, good attention to detail, effective organisational skills and the ability to remain calm under pressure.
The post holder will be the nominated Fire Marshall and/or First Aider and be expected to meet the requirements of the NHS Knowledge and Skills Framework appropriate outline for the post.
All staff should comply with the Trust's Anti-Discriminatory Statement, Employee Charter, Trust Policies and Procedures, Code of Conduct and Equality and Diversity.
About us
Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from theCare Quality Commission.
Our family of over 4,500 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:
Welcoming. Kind. Positive. Respectful. Professional.
Job description Job responsibilities
Responsible for the smooth running of outpatient clinics, generating correspondence to service users and ensuring that all service users receive follow-up appointments where appropriate.
To ensure accurate information is recorded on EPR and other Trust systems and to produce data and reports for audits as required.
Responsible for ensuring that all visitors to the service and all telephone enquiries are dealt with promptly, courteously and professionally, bearing in mind the need for confidentiality and the requirement to promote the Trusts corporate image.
Demonstrate a positive customer care approach and provide a welcoming environment for service users, carers, visitors and professionals.
To act as the first point of contact for the service, responding to enquiries, signposting individuals to the appropriate team or clinician and escalating concerns where appropriate.
To manage outpatient appointment systems, including booking, amending, cancelling and rearranging appointments in line with Trust procedures.
To support waiting list administration and ensure accurate recording of appointments, attendance and clinic outcomes.
To manage clinic outcomes and record information on EPR, with training provided as required.
To undertake diary management associated with outpatient clinics and support the effective use of clinic capacity.
To identify and escalate clinic capacity issues, appointment conflicts or administrative concerns which may affect service delivery.
To sort and distribute incoming post and process outgoing mail in accordance with local procedures.
Responsible for logging building, estates and IT faults with the Helpdesk and escalating unresolved issues to the Site Manager.
To oversee and coordinate the room-booking system within the building.
Responsible for the reception area, ensuring noticeboards, displays and service-user information leaflets are maintained and current.
To administer appointeeship monies in accordance with Trust policies and local procedures and maintain accurate records.
To manage personal alarms, ensuring equipment is available, charged and functioning appropriately.
To maintain a log of staff, visitors and contractors entering and leaving the building in accordance with local procedures.
To arrange patient transport for appointments, admissions and discharges as required.
To maintain accurate electronic and paper-based records in accordance with Trust policies, information governance requirements and data protection legislation.
To update skills as necessary and attend mandatory training relevant to the role.
To use initiative within established procedures and manage a defined workload independently, seeking guidance when required
To work as part of the Adult Community Mental Health Service and provide a professional Reception and Outpatient Administration service, liaising with clinicians, service users, carers and professional staff on an ongoing basis.
The post holder will be responsible for the smooth running of outpatient clinics, ensuring appointments are booked, amended, cancelled and followed up appropriately, and that accurate records are maintained on Trust digital systems. The post holder will support effective service delivery by ensuring clinic administration is completed efficiently and to a high standard.
Person Specification
Role Requirements Essential
Good standard of education including GCSE English Language or equivalent. Good level of numeracy ECDL or equivalent IT qualification, or equivalent experience. Willingness to undertake further training and development relevant to the role. Experience working within an office, reception, customer service or healthcare administration environment. Experience of working with confidential and sensitive information. Experience of using electronic record systems and Microsoft Office applications. General knowledge of office procedures and administrative systems. Evidence of the ability to organise and prioritise workload and respond to frequent interruptions Evidence of good communication skills (examples)
Desirable
Experience of appointment booking, clinic administration or diary management. Knowledge of EPR and electronic patient administration systems.
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.
Employer details Employer name Hertfordshire Partnership University NHS Foundation Trust
Address Centenary House
Grammar School Walk
Hitchin
SG5 1JN
United Kingdom
Employer's website https://www.hpft.nhs.uk/careers/ (Opens in a new tab)