About this role
Job summary
Take part in managing, daily, all appointment administration undertaken within the OutpatientBooking Teamo Manage and monitor the outpatient waiting listo Book appointmentso Ensure that all clinics are fully utilizedo Process patient referrals into the trusto Answer incoming calls from all our customers in a professional and appropriate manner and assistwith specific enquirieso Make outgoing calls, negotiating appointment dates and times with patientso Deal with and respond to complaints in a positive mannero Access and update various IT systems i.e. the Trust Patient Administration System, the nationalElectronic Referral system, the Evolve scanning system and Somerset Database, Envoy andother IT systemso Ensure accurate and quality data entry at all timeso Any other duties commensurate with the role
Main duties of the job
Register referrals from all sources on the patient administrative system (Patient Centre) and bookappointments in accordance with clinical need and within local and national targets. Telephone patients to offer appointment dates and times, in accordance with consultantprioritisation, Trust standards and NHS targets, using Patient Centre and the national E-ReferralService systems to record appointments made
Manage the Envoy reminder service responses.Offer appointments to suspected cancer and other urgent patients according to Trust standardsand within NHS target times and recording the data on the Somerset databaseManage and monitor all patients waiting for an appointment on the Outpatient Waiting ListUpload all new referrals to the Evolve scanning system, and process their returnAnswer general telephone enquiries, taking responsibility for callers or forwarding calls to therelevant departmentRespond verbally to complaints in a polite and professional manner seeking to find a resolutionon behalf of the caller. Those which cannot be resolved to be passed to a manager or otherdepartments in the Trust for actionInput, monitor and manage patient information on various IT systems
Discharge old and expired episodes on PAS, completing and updating the patient's pathwayLiaise with referrers/ GP practices regarding incorrect patient information or referrals Liaise with multidisciplinary internal teams regarding clinic utilisation
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
Between 27-33 days of annual leave plus bank holidays NHS pension scheme membership Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further NHS Staff discounts Cycle to work scheme Salary finance - for loans, savings, budget planning and tips on managing debt Stockport Credit Union- for local financial advice
Job description Job responsibilities
Register referrals from all sources on the patient administrative system (Patient Centre) and bookappointments in accordance with clinical need and within local and national targets. Telephone patients to offer appointment dates and times, in accordance with consultantprioritisation, Trust standards and NHS targets, using Patient Centre and the national E-ReferralService systems to record appointments made
Manage the Envoy reminder service responses.Offer appointments to suspected cancer and other urgent patients according to Trust standardsand within NHS target times and recording the data on the Somerset databaseManage and monitor all patients waiting for an appointment on the Outpatient Waiting ListUpload all new referrals to the Evolve scanning system, and process their returnAnswer general telephone enquiries, taking responsibility for callers or forwarding calls to therelevant departmentRespond verbally to complaints in a polite and professional manner seeking to find a resolutionon behalf of the caller. Those which cannot be resolved to be passed to a manager or otherdepartments in the Trust for actionInput, monitor and manage patient information on various IT systems
Discharge old and expired episodes on PAS, completing and updating the patients pathwayLiaise with referrers/ GP practices regarding incorrect patient information or referrals Liaise with multidisciplinary internal teams regarding clinic utilisation
Person Specification
Essential Essential
5 GCSE's or relevant office experience
Desirable
Working knowledge of call centre or out patient booking procedures
Essential Essential
General knowledge of office/administration procedures
Desirable
Experience of outpatient bookings and hospital PAS system
Essential Essential
Extensive administrative experience Experience of using large databases to process information Experience of telephone duties Excellent IT Skills Enthusiastic, confident approach to change, calm and reliable under pressure
Desirable
Knowledge of NHS environment Customer Service Training Experience of outpatient bookings and hospital PAS system
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Stockport NHS Foundation Trust
Address Stepping Hill Hospital
Stockport
SK2 7JE
United Kingdom
Employer's website http://www.stockport.nhs.uk/ (Opens in a new tab)