Crynodeb o'r swydd
Teitl cyflogwr
Outpatient Booking Officer
NHS AfC: Band 3
Trosolwg o'r swydd
The post holder will be responsible for booking outpatient appointments over the Trust sites. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems. The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.
Previous applicants need not apply
Prif ddyletswyddau'r swydd
• To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust
• To ensure all patients and visitors are treated with dignity, respect and empathy at all times
• To deal with patients in a polite and respectful manner complying with their requests where possible
• To respond in a timely fashion to all administrative duties within the team
• Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
• To be multi-skilled in your working role and able to assist in all areas of the department as and when required
• To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
• To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.
• To liaise with the team leader to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
• To adhere to the Trust values of being committed to excellence, working together and facing the future
• Follow all Trust and local policies and procedures at all times
• To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
Gweithio i'n sefydliad
Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.
As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.
We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.
Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.
We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
Please see attached job description for all key and main responsibilities for this position which is detailed in depth
Manyleb y person
Qualifications
Meini prawf hanfodol
- GCSE English and Maths pass or equivalent
- ECDL or equivalent
- NVQ Level 3 Administration or equivalent practical knowledge
Experience
Meini prawf hanfodol
- Experience of working in a hospital or busy office environment
- Significant experience in difficult patient situations.
- Minimum of 1 year customer care experience
Meini prawf dymunol
- NHS experience
- Call centre experience
Skills & Knowledge
Meini prawf hanfodol
- Good communication skills both verbal and in writing
- Demonstrate attention to detail and accuracy when completing tasks
- Flexible and balanced approach to work
- Ability to work under pressure
- Ability to work using own initiative
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
- Exceptional interpersonal skills
- Empathetic problem solving skills
- Time management skills
- Multi-tasking skills
- Accurate and methodical
- Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
- Persuasive/negotiating skills
- Ability to escalate any issues as necessary
- Ability to communicate appropriately and professionality to patients and staff at different levels
- Ability to act on own initiative,
- Ability to prioritise workload
- Call centre experience
- NHS experience
- Good knowledge of NHS targets
- Knowledge of clinical and surgical procedures
- Knowledge of medical terminology
- Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy
- Assessing problems and queries and understanding which can be resolved and which must be passed on.
Meini prawf dymunol
- Call centre experience
- NHS experience
- Good knowledge of NHS targets
- Knowledge of clinical and surgical procedures
- Knowledge of medical terminology
- Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy.
Gofynion ymgeisio
Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Rohina Mir
- Teitl y swydd
- Patient Pathway Co-ordinator Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 0300 6156020
Rhestr swyddi gyda Frimley Health NHS Foundation Trust yn Gwasanaethau gweinyddol neu bob sector