About this role
Job summary
We are passionate about improving patient experience throughout their Ophthalmology journey. You would be an active participant in helping to assist the patients check in for their appointments, dealing with patient enquiries and ensuring their follow up appointments are organised. You would need to demonstrate excellent communication skills between all colleagues across the organisations.
Have you got proven customer service experience? Do you want to be part of a dynamic and innovative team, ensuring the best possible patient care? Have you got a "can do" attitude towards flexible working, as you will be required to work at both Chorley Hospital and Royal Preston Hospital?
Then this could be the ideal role for you.
Our Ophthalmology Team has specialist expertise in Oculoplastics, Orbit and Lacrimal Surgery, Glaucoma, Diabetes, Medical Retina, Vitreoretinal Surgery, Neuro Ophthalmology, Paediatric Ophthalmology and Cornea and Anterior Segment Diseases. We also provide an Orthoptics service for children and adults.
Main duties of the job
Are you someone who is flexible in approach and focused on patient care whilst using their own initiative and working unsupervised.
You will:
Have experience in medical terminology. Have evidence of escalating issues within a patient's journey accordingly. Supporting management with dealing with patient concerns/complaints. Close relationships with your Ophthalmology colleagues and Management Team. Experience of working within a busy office environment Be computer literate and have excellent keyboard skills Deal with inbound/outbound telephone calls in a friendly manner Have proven customer service skills Have excellent communication skills Be a valuable team player Be diplomatic and tactful We have invested £17.5 million into developing our enhanced Ophthalmology and Daycase facilities at Chorley and South Ribble Hospital. We are excited to be able to provide these additional facilities which will help us to improve our patient experience and will give our patients a choice of location and access to state of the art facilities. The unit includes a dedicated outpatient and diagnostic space as well as three additional theatres to provide extra capacity for patients requiring a variety of day case procedures.
About us
We have invested £17.5 million into developing our enhanced Ophthalmology and Daycase facilities at Chorley and South Ribble Hospital. We are excited to be able to provide these additional facilities which will help us to improve our patient experience and will give our patients a choice of location and access to state of the art facilities. The unit includes a dedicated outpatient and diagnostic space as well as three additional theatres to provide extra capacity for patients requiring a variety of day case procedures. Our Ophthalmology Team has specialist expertise in Oculoplastics, Orbit and Lacrimal Surgery, Glaucoma, Diabetes, Medical Retina, Vitreoretinal Surgery, Neuro Ophthalmology, Paediatric Ophthalmology and Cornea and Anterior Segment Diseases. We also provide an Orthoptics service for children and adults.
Job description Job responsibilities
Develop and maintain effective working relationships with Clinicians, Managers and others within Ophthalmology and Trust wide service users. Helping to ensure that patients care is at the forefront of priorities. Ensuring follow up appointments are booked in a timely manner. Be able to work independently and without supervision. Willingness to learn and adapt quickly to changing work environments. Ensure that adequate cover is maintained during periods of annual leave and other staff absences within the Ophthalmology Patient Experience Administrator Team.
Person Specification
Qualifications and Education Essential
Good general level of education Understanding of relevant administrative skills
Desirable
NVQ/Diploma in Administration GCSE English and Maths (Grade C or above) OR Functional/Key skills Maths and English Level 2 Good typing / keyboard skills
Knowledge and Experience Essential
Knowledge and/or experience of working with a customer service environment Aware of the concept and application of confidentiality Proven IT skills e.g. Microsoft Outlook, Excel, Word
Desirable
Previous experience of working in the NHS or a health care related setting Previous experience of working within a customer service environment Previous administrative experience and/or experience of call handling in a busy environment
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 Lancashire Teaching Hospitals NHS Foundation Trust
Address Chorley & South Ribble Hospital
Preston Road
Chorley
PR7 1PP
United Kingdom
Employer's website https://www.lancsteachinghospitals.nhs.uk/ (Opens in a new tab)