About this role
Job summary
We are currently seeking dynamic, adaptable, and patient-focused Outpatient Support Services Administrators to join our Ipswich based Outpatient Service
This is an exciting opportunity to become part of a supportive, fast-paced team that plays a vital role in ensuring our patients receive an excellent experience from the moment they contact us to the point of arrival for their outpatient appointments.
In this dual-role position, you will work within the Outpatient Support Services Appointment Centre while also providing cross-cover at Outpatients Reception Areas, offering variety in your day-to-day work and the chance to develop a broad range of administrative and patient-facing skills.
We currently have full time and part time hours (30 hours - over 4 days a week) available.
Main duties of the job
Contacting patients by telephone to arrange appointments - using the workqueues to assist and manage priority and date order. Ensure patient cancellations/changes/Rebooked appointments are recorded appropriately on all relevant Trust systems. In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken. Have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity. Using the relevant IT systems to register patients and checking personal details, updating where necessary Ensure regular, efficient validation of all workqueues in accordance with Trust Policies. Answering telephone enquiries from patients calling into Outpatient phone lines querying appointments, wait times and such like, in an efficient manner and ensuring appropriate follow through using initiative to deal with routine enquiries and referring complex queries to the relevant department.
About us
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.
We are one of the largest NHS organisations in England, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A
Job description Job responsibilities
For full details of the responsibilities and duties of this role please see the attached job description.
Person Specification
Qualifications Essential
Minimum of GCSE English and maths
Experience Essential
Working in an office environment Intermediate level IT skills and experience with strong Excel skills Work involving contact with members of the public
Desirable
NHS experience & knowledge of NHS target - 18 week pathways
Knowledge and Skills Essential
Able to demonstrate working knowledge of confidentiality issues Able to work accurately with attention to detail
Desirable
Knowledge of layout of Ipswich Hospital site Understanding of basic medical terminology
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 East Suffolk and North Essex NHS Foundation Trust
Address Ipswich Hospital
Heath Road
Ipswich
IP4 5PD
Employer's website https://www.esneft.nhs.uk/ (Opens in a new tab)