About this role
Job summary
To provide comprehensive administration services to support all functions of the Appointment Booking Centre.
To deliver an effective call centre and booking management service supporting patients and patient carers through the patient pathway for a range of clinical services
The post holder will be required to undertake a range of tasks working in a busy, fast-paced environment. Tasks include accurate data input, booking outpatient appointments, booking interpreters, the use of electronic call handling systems, the use of processes and procedures relating to Patient Access and
The post holder is required to ensure that all duties are carried out to a high professional standard whilst delivering a friendly, patient-centred service.
Main duties of the job
To communicate with a wide range of patients, carers, GPs, clinicians, work colleagues, on a daily basis, by verbal, written or electronic.
To provide an efficient appointment booking service to patients/carers within the relevant timescale, recording Information onto the electronic system.
To ensure all telephone enquiries are handled politely and sympathetically in a professional timely manner.
Liaise with clinical teams/Medical secretaries, for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision.
Downloading and scanning of referrals.
Escalate capacity constraints to Team leader.
Retrieval of daily emails, ensuring appropriate redirection.
To support patients concerns, escalating to the appropriate team as required to support in the resolution of any query.
Register all patient demographic details, accurately and in a timely manner on all electronic systems.
Book interpreters for patient appointments where required.
Daily management of own workload, seeking any other administrative duties when necessary.
Meet Trust requirements for mandatory training and participate in the annual appraisal process to fully carry out their duties, or identify training in their Personal Development Plan.
About us
Birmingham Women's and Children's NHS Foundation Trust is the first of its type in the UK. Our Trust was formed in February 2017 to drive forward our commitment to provide the highest quality, world-class physical and mental health care for our women, children and families. Uniting our hospitals means more seamless care; more investment to make greater advances in our specialist treatment and world-leading neo-natal and fetal work. Importantly, it also gives us a greater voice in shaping the future of family-centred care.
Birmingham Children's Hospital is a UK leading specialist paediatric centre with an international reputation in several areas.
Birmingham Women's Hospital is one of two dedicated women's hospitals in the UK, with the busiest single site maternity unit, delivering more than 8,200 babies a year offering a full range of gynaecological, maternity and neonatal care.
Forward Thinking Birmingham (FTB) Mental Health Services are a unique, innovative community and inpatient mental health partnership. Alongside partners FTB offers care pathways of mental health assessment and treatment for young people aged 0-25 years old.
Our Trust is committed to creating the best place to work. We believe in promoting and enhancing inclusion, diversity and equality and encourage applications from all areas of the community, who meet the criteria for the role, regardless of age, gender identity, disability, race, religion or sexual orientation.
Job description
Job responsibilities
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Womens and Childrens NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
Person Specification
QUALIFICATIONS
Essential
- NVQ Level 3 or equivalent knowledge and experience.
- Good standard of English and Mathematics at GCSE level (or equivalent) grade
KNOWLEDGE & NATURE OF EXPERIENCE
Essential
- Good telephone manner and keyboard skills
- Experience in administrative/clerical role
- Experience in patient focused or custom service role
Desirable
- Knowledge of hospital departments / NHS administrative processes
- Ability to make decisions on situations/courses of action which require analysis
- Knowledge and Understanding of the Data protection act 1998 and patient confidentiality.
- Knowledge and experience of the e Referral system / NHS Access Targets
ANALYTICAL AND JUDGEMENT SKILLS
Essential
- Computer Skills - Experience of using Microsoft Office packages including Word, Excel and Outlook.
Desirable
- Previous NHS/work experience in a patient administration environment
PERSONAL SKILLS / ABILITIES AND ATTRIBUTES
Essential
- Able to meet deadlines in a pressurized environment
- Excellent Interpersonal skills, including clear communication and written skills.
- Articulate, methodical and able to work well within a team environment.
Desirable
- Prioritise workloads
- Ability to self-motivate and work without supervision as and when required
PESONAL SKILLS / ABILITIES AND ATTRIBURES
Essential
- Able to remain calm under pressure
- Reliable, dedicated and flexible
- Able to multitask with accuracy
Desirable
- Willing to learn and develop with the role, in line with performance developments expectations
OTHER REQUIREMENTS
Essential
- Team player / working
- Punctual and flexible across hours of work when required
Desirable
- Experience of using Microsoft Office packages including Word and Excel
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
Birmingham Women's and Children's NHS Foundation Trust
Address
Birmingham Women's Hospital
Midelsohn Way
Birmingham
B15 2TG
United Kingdom
Employer's website
https://bwc.nhs.uk/ (Opens in a new tab)