Job vacancy: Community Central Booking Clerical Officer, Tameside and Glossop Integrated Care NHS Foundation Trust, Ashton-under-Lyne

Job summary

Main area: Community Administration
Grade: Band 2
Contract: Permanent
Hours: Full time - 37.5 hours per week (The role involves working a shift pattern on a rota basis from 8:00am to 5:00pm, Monday to Friday.)
Job ref: 245-ADM2CA-04-24

Employer: Tameside and Glossop Integrated Care NHS Foundation Trust
Employer type: NHS
Site: Crickets Lane Clinic
Town: Ashton-under-Lyne
Salary: £22,383 per annum
Salary period: Yearly
Closing: Today at 23:59

Community Central Booking Clerical Officer

Band 2

Detailed job description and main responsibilities

To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public.

To input or amend demographic and personal patient details using the EMIS PAS to provide the Trust with an up to date record of patient activity and information.

To manage and monitor the referral and booking system for a variety of community services ensuring referrals received are booked in a timely manner as per agreed guidance.

To complete any necessary information or documentation on EMIS to allow for referrals and appointments to be made.

To use the inpatient data system package to book patient appointments and follow-up appointments

Send out appointment letters for individual services, if required and appropriate, which is mutually convenient for the patient and within agreed wait time.

Contact patients by telephone to offer short notice/late availability appointments, update the EMIS PAS system and advise the appropriate departments/clinics.

Undertake the effective management of Patient Tracking Lists (PTL’s) and interpret information and process chronologically in accordance with the Trust’s Access policy.

To provide simple information and advice to members of the public and other agencies in order to help resolve their queries.

Inform Supervisor if there is no clinic capacity to accommodate patients within required wait time.

Arrange interpreters for patients as required.

Good communication skills to deal with regular enquiries through a range of media (e.g. email, referral, over the telephone) and to be able to manage all these in a sensitive and caring manner.

To communicate verbally and non-verbally to deal with enquiries from service users/relatives, members of the public and outside Organisations

To have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and to be able to work effectively with these.

To communicate effectively and maintain good relationships with patients, medical professionals and other departments across the healthcare setting and other outside agencies.

To have the ability to handle occasional aggressive/upset/distressed callers.

Act in a professional and polite manner at all times, maintaining high levels of customer care.

To ensure service users are given appropriate information and direction in relation to the services provided.

Organise and plan own day to day workload or activities in order to meet the demands of the job role.

The post holder is expected to use their initiative where required, but will work within set guidance/algorithms and will have supervision readily available.

Due to the nature of the work, the CCB Clerical Officer must be able to prioritise, as frequent interruptions can be expected from the public and professionals.

The CCB Clerical Officer is the link between the health care/social care professional and patients/service users who utilise the services within community healthcare.

The role of CCB Clerical Officer is not to give medical advice but to refer on to a health care professional or relevant service.

Person specification

Education and Qualifications

Essential criteria

English and Maths, GCSE, CSE, level 2 or A-C or above
Ability to travel
IT Skills in Microsoft, word and excel

Desirable criteria

Skills in power point

Knowledge

Essential criteria

Knowledge of Patient Administration Systems (PAS ie EMIS)
Knowledge of Community based resources
Knowledge of the Microsoft Packages

Desirable criteria

General Office duties

Experience

Essential criteria

Working experience of general office duties
Reception duties - answering the phone
Customer Service skills

Desirable criteria

Previous experience working with the General Public and Vulnerable People
Experience of working within a Call Centre environment

Skills and Abilities

Essential criteria

Typing/IT skills (email, word processing & file Management)
Effective communication skills with a wide range of people
Excellent telephony skills
Flexibility to cope with changing needs of the job
Eager to learn new skills
High degree of interpersonal skills
Resilient working under pressure
Able to achieve high work rates

Desirable criteria

NVQ Customer Care or equivalent

New colleagues can look forward to a warm welcome here at Tameside & Glossop Integrated Care NHS Foundation Trust.

For our agenda for change staff, we offer a competitive benefits package with regular pay awards, annual leave of 27 days increasing to 33 days after 10 years and access to a competitive Pension Scheme to which both you and the Trust contribute. These terms and conditions are not applicable for Non-Executive positions.

Alongside this there are extensive training development opportunities with paid mandatory training, a protected training budget for staff and support for flexible working. We have an on-site Occupational Health Service to support you at work and have fast track access to physio, counselling and complimentary therapies.

The Trust is committed to making a difference to the environment. Our "Save Planet Tameside & Glossop" strategy means that we work towards protecting our natural environment and "green" workplace practices at all times.