About this role
Job summary
We are currently seeking a dynamic, adaptable, and patient-focused Outpatient Support Services Administrator to join our Colchester-based Contact Centre.
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 our Outpatient Support Services Contact Centre while also providing cross-cover at Outpatients Reception Areas across sites, offering variety in your day-to-day work and the chance to develop a broad range of administrative and patient-facing skills.
Main duties of the job
You will provide a flexible and efficient service ensuring support is provided to the Administrative Team. Maintaining key relationships with: Team Leaders, Medical Secretaries, clinical and non-clinical staff, patients, carers and the general public.
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.
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
GCSE Grade C (or equivalent) standard in English/Maths
Knowledge Essential
Good keyboard skills Good communication skills Able to use initiative and judgment and organise own work and work within a team Clerical skills
Desirable
Previous knowledge of hospital work and systems Knowledge of computer data systems Knowledge of confidentiality
Experience Essential
Should be able to work in a crowded and stressful 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 East Suffolk and North Essex NHS Foundation Trust
Address Colchester Hospital
Colchester
CO4 5JL
United Kingdom
Employer's website https://www.esneft.nhs.uk/ (Opens in a new tab)