Job summary
Employer heading
Patient Experience Clerk Outpatients
NHS AfC: Band 3
Great Western Hospitals NHS Foundation Trust is a unique organisation, serving as the sole integrated provider in the Bath and North East Somerset, Swindon, and Wiltshire system. Our scope extends beyond boundaries as we oversee adult community services in Swindon and provide acute care from the Great Western Hospital.
Our 5,500 staff have 1.2m patient contacts a year, with 13,000 operations carried out in our Theatres, around 4,000 babies born, and our emergency attendances are now well over 100,000 per year. Those numbers only tell part of our story about what an exciting time it is to join Great Western Hospitals.
We are cultivating a culture that fosters our ambitions, prioritising equality, diversion, inclusion, wellbeing, and leadership. We aim to create an environment where every member of our team can truly thrive.
The Trust is a Disability Confident Employer; all applicants who have a disability can opt to be considered under the guaranteed interview scheme, which means that, providing they meet the minimum essential criteria for the post, they will be offered an interview. We are also proudly accredited as a Veteran Aware organisation and have signed The Armed Forces Covenant.
If we receive a high volume of applications, we may close adverts prior to the published closing date. Therefore, we advise you to complete and submit your application as soon as possible.
Job overview
Part time - 20 hours per week
We are looking for a Patient Experience Clerk to work part time.
You will develop and maintain an effective, friendly and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, you will continually improve service delivery liaising with key stakeholders through effective staff and process management and control.
Main duties of the job
- Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment.
- Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a
smile at all times - Operationally responsible for day-to-day delivery and implementation of departmental procedures
liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation. - Responsible for the standard and quality of the Outpatient Administration, requesting, analysing and acting on information relating to general performance activity and quality, and taking
corrective action where appropriate to meet the required standards or improve quality
Working for our organisation
“Our STAR values – Service, Teamwork, Ambition and Respect – are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.”
Detailed job description and main responsibilities
- Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trust’s Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
- Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trust’s
Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures. - Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
- Manage follow up patient wait list for service by validating the “Validation tool” completing a test your knowledge and completing and submitting the information to the automation team within the
agreed time frame.
Please see the attached job description for full information
Person specification
Qualifications
Essential criteria
- GCSE3 or above including Maths and English
- NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
- Evidence of formal management development
- Evidence of continuing professional development
- Evidence of Health & Safety training
Desirable criteria
- ECDL qualification or other formal IT training / qualification
- Project management training, e.g. PRINCE 2
Experience
Essential criteria
- Evidence of significant administrative experience within a customer focused environment.
- Evidence of successful staff management including performance, recruitment, training and absence managemen
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
- Experience in implementing NHS policies and guidelines relevant to outpatient services
Desirable criteria
- Past experience of working in an area specialising in healthcare appointment making
- Experience of managing projects
Knowledge and skills
Essential criteria
- Able to prioritise workload of self and others, and work without direct supervision
- Able to act on own initiative and deal with nonroutine and sensitive issues.
- Demonstrate excellent management techniques and skills
- Demonstrate performance management across administrative teams
- Experience of resolving issues proactively using analytical skills, interpersonal skills, communication, influence and persuasion
Desirable criteria
- Use of PRINCE 2 software or other project management planning systems/tools
Documents to download
Further details / informal visits contact
- Name
- Chris Thomas
- Job title
- Operations Support Manager
- Email address
- [email protected]
- Telephone number
- 01793 604545
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