About this role
Job summary
We are looking for highly organised, proactive, enthusiastic and customer focused team members within the Patient Access Department at Sandwell and West Birmingham Hospitals NHS Trust.
Based at Sandwell Health Campus the roll is fast paced, varied and challenging working closely with our colleagues throughout the Trust and members of the public to provide a 'Best in Class' service.
The department has four main areas -
Outpatient Bookings, who manage with new referrals and appointments for a variety of specialties; Rapid Access and Imaging, who manage referrals for Cancer Services and Imaging, Contact Centre, who are the main point of contact for our service users and manage follow up appointments. Scheduled Care, who manage in-patient activity throughout the Trust
Main duties of the job
The post holder will be responsible for clinic management, booking and rescheduling of new and follow up appointments to specific targets, dealing with enquiries from colleagues and members of the public and associated administrative tasks.
To be successful in this role you will need to be highly organised and a logical thinker with a strong ability to solve problems and multi task. A cheerful, caring and kind nature, with firm focus on delivering an excellent service are essential attributes, together with proven abilities to communicate effectively at at all levels
Ideally, you will have a good understanding of RTT and 2ww performance targets and have experience in working within a hospital environment; however this is not essential if you are able to demonstrate the other required skills.
About us
Sandwell and West Birmingham NHS Trust (SWB) serves Birmingham and the Black Country - one of the country's most culturally diverse areas. It's a friendly and welcoming place - a place where you can belong, and a place where you can grow.
We care for our patients, we care about our population, and we care about our people.
Our values - Ambition, Respect and Compassion - are at the heart of who we are. They guide us every step of the way; how we work with each other, and how we look after our patients and their families; how we respect and value the rich diversity of our team and our community. Our Trust has always aspired to be more than a hospital, more than a healthcare provider. Our purpose is to "Improve the Life Chances and Health Outcomes of our Population." It is what inspires, drives, and unites us every day. It's what makes us unique.
We want working at SWB to feel like more than just a job. We want our Trust to be a place where you can feel you belong. A place where you feel happy, safe, and rewarded. A place where you can develop your career in whatever way you choose. When we say we're 'with you all the way' we want you to know that we mean it. Visit the SWB website to find out more about our ambitions and people plans.
Job description Job responsibilities
Please see the attached Job Description and Person Specification for full details on what this role entails.
Person Specification
Qualifications Essential
GCSE or equivalent in English and Mathematics
Desirable
Proof of qualification Business or administrative qualification
Experience Essential
Evidence of continued personal / professional development Experience in a Customer Focused environment Experience of working in a fast paced, complex or regulated environment Experience working in the NHS IPM experience
Desirable
Experience of clinic and waiting list management Experience of Data Protection regulations
Personal Qualities Essential
Attention to detail Communicate effectively using a variety of media Work on own initiative or as part of a team Reliable and a flexible approach to cross site working and working hours. Demonstrates customer focus Ability to meet targets in a pressurised arena Able to work within policies and procedures Able to manage and prioritise own workload.
Knowledge Desirable
Knowledge of PAS system Knowledge of RTT and pathways
Written Skills Essential
To be able to give and understand written instructions Able to accurately maintain records Able to compile reports and updates
Communication / Verbal Skills Essential
Excellent Verbal and Written communication skills Good telephone manner Good interpersonal skills High quality service focus Good negotiation skills Ability to deal with distressed/angry patients/families on a daily basis
Mental Effort Essential
Able to deal with sensitive matters calmly and clearly Able to concentrate for long periods and deal with regular interruptions
Emotional effort Essential
To be able to handle sensitive and confidential information in accordance with Trust policies. To be able to deal with challenging situations
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 Sandwell and West Birmingham NHS Trust
Address SWB NHS Trust
Lyndon
West Bromwich
B71 4HJ
United Kingdom
Employer's website https://www.swbh.nhs.uk/ (Opens in a new tab)