Job summary
- Main area
- Outpatients
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 203-EL817
- Employer
- South Warwickshire University NHS Foundation Trust
- Employer type
- NHS
- Site
- PAS Outpatient & Reception D28226
- Town
- Warwick
- Salary
- £24,071 - £25,674 pro rata
- Salary period
- Yearly
- Closing
- 03/11/2024 23:59
Employer heading
Outpatient Booking Co-ordinator
Band 3
South Warwickshire University NHS Foundation Trust is one of the top performing organisations within the NHS. Our staff think this is a great place to work and we hope you will agree. We have recently been rated as 'Outstanding' by the Care Quality Commission (CQC) following our most recent inspection.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the whole county. This includes our Community Teams in North Warwickshire.
We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity. Over 6000 people work for the Trust and many of them have been here a long time. People find they don’t need to go elsewhere to find a fulfilling career in healthcare.
The first thing you will notice about us is how we take our values seriously. We believe that our values underpin everything we do. If you are interested in a role with us you need to make sure our values match your own.
Our values can be summed up in one sentence. We are ‘Trusted to provide inclusive, safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Probationary Period
All new staff to the Trust will be subject to a standard 6 month probationary period, the details of which will duly follow in your contract of employment.
Equality, Diversity, and Inclusion
South Warwickshire University NHS Foundation Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees. Our aim is to ensure that employees are equally valued and respected and that our organisation is representative of all members of society. We define diversity as valuing everyone as an individual – we value our employees, job applicants, students, patients and visitors as people. This is reflected within our values of being Inclusive, Safe, Effective, Compassionate and Trusted.
Agile and Flexible Working
All our staff will have a work base. However the Trust operates as an Agile Working Team therefore staff may be working from home on a regular basis as required by the service. However, occasionally travel around Warwickshire and into your base will be required so access to your own transport would be helpful.
The Trust also welcome staff to work flexibly and we would welcome the conversation at interview regarding flexible working.
Staff Benefits
The Trust offer a wide range of additional benefits to staff. Anyone who joins us on a substantive basis can assess things such as the Lease Car Scheme, Electronics Scheme, Discounted Leisure and Travel, Cycle to work scheme amongst many others available.
Car Parking
The Trust have recently completed the construction of a multi-storey car park at our Warwick Hospital site which has allowed us to reduce waiting times for car parking passes.
To keep up to date on our latest recruitment activity follow us on twitter @swftrecruit or look us up on Facebook (Recruitment - South Warwickshire NHS Foundation Trust).
Job overview
Patient Access Services is a busy and diverse area that books outpatient and inpatient appointments/operations for patients and we are looking for person who is interested in this full time role.
The post holder’s main focus will be to work within the Outpatient Booking Team. Full training will be provided.
The post holder will be required to ensure that they provide a patient centred approach at every stage of the patient journey, and ensuring potential breaches of RTT (referral to treatment) waiting times are avoided or escalated to the relevant manager.
Applicants will need to be a good team worker as well as able to work independently. They will need to be flexible, and be able to use their own initiative working proactively with colleagues to ensure waiting time targets are achieved. The post holder will be responsible for prioritising own workload and ensuring data quality and customer service are met to a high quality standard.
Previous applicants need not apply.
Main duties of the job
To work as a flexible member of a team to carry out clerical duties within the Patient Access Services giving support to patients, medical staff and the management process, maintaining an effective customer focused service.
Working for our organisation
Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are ‘Trusted to provide safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Detailed job description and main responsibilities
Key Responsibilities
Negotiate patient appointments to attend for Outpatients, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.
Ensure all relevant patient information is recorded on the Trust’s PAS system and updated accordingly, including early offers of operation date.
Work flexibly and provide cross cover for colleagues in the Department.
Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.
Communication
Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.
To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.
Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.
Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.
Liaise with reception staff regarding clinics and follow up appointments
Service Improvement/ Team Development
Be involved in the development & revision of protocols & processes as required.
To participate in the training and induction of new starters and work experience.
Data Quality
Ensure any data entries are accurate and good record keeping is maintained at all times.
Ensure waiting lists are regularly validated to ensure accurate.
Monitor patient pathways to ensure patients don’t breach their 18 week pathways.
Person specification
Qualifications
Essential criteria
- Good general education
- NVQ level 2 Customer Service/ Administration or equivalent
- European Computer Driving Licence (ECDL) or RSA Stage II/III Typing
- NVQ 3 Customer Service/ Administration or equivalent knowledge
Experience
Essential criteria
- Previous customer service experience
- Previous clerical experience
Desirable criteria
- Previous Healthcare/NHS experience
Skills
Essential criteria
- Articulate and able to communicate clearly: verbally and written
- Good interpersonal skills – able to work as a team
- Able to use initiative and show practical skills and dexterity
- Competent to communicate with all grades of staff and public
- Knowledge and use of outlook, excel and word
- Ability and experience in managing own workload
- Demonstrates initiative and use of innovative and lateral thinking in problem solving
- Good analytical skills to ensure good knowledge and experience in balancing theatre lists/clinic mix
Desirable criteria
- Knowledge of Patient Administration System
- Good understanding of clinical procedures in order to manage waiting list
- Knowledge of Medical terminology
Personal Qualities
Essential criteria
- Responsible and reliable
- Able to use own initiative
- Able to work effectively as a team member
- Co-operative and flexible
- Recognises own limitations
- Receptive to change
- Professional manner
- Adhere to patient confidentiality
- Able to work under pressure and meet deadlines
Desirable criteria
- Able to implement new ideas to benefit patients, staff and working environment
Other Job Requirements
Essential criteria
- Keen to develop personal skills
- Demonstrate ability to work flexibly and ability to multi task
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Jasdeep Kalm-Mahil
- Job title
- Outpatient Manager
- Email address
- [email protected]
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