Job summary
- Main area
- Appointments Centre
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 384-AR-EMF18195
- Employer
- Royal Surrey NHS Foundation Trust
- Employer type
- NHS
- Site
- Royal Surrey County Hospital
- Town
- Guildford
- Salary
- £25,883 - £26,958 Per annum including HCAS
- Salary period
- Yearly
- Closing
- 16/05/2025 23:59
Employer heading
Outpatient Appointment Centre Administrator - B3
Band 3
Job overview
As a leading healthcare organisation, we aim to deliver a first class patient experience from first referral through to clinical treatment.
Responsible for day-to-day administration processes supporting the Booking Coordinators and Supervisors within the Outpatient Appointment Centre. Previous administration experience is essential and knowledge of hospital Cerner PAS and eRS systems would be desirable.
The department works in line with a number of the government targets around patient waiting times. You will be responsible for delivering an excellent customer service to patients. You will need to be able to work in a calm, logical and methodical way but be able to multi-task whilst dealing with frequent interruptions, and you must possess effective communication skills whilst always maintaining patient confidentiality.
Main duties of the job
The post holder will support the Outpatients Appointments Centre in the administration duties associated with booking and rescheduling outpatient appointments, and managing reception desks.
The administration role will involve working across multiple systems [E.g. Email, E-Referrals, PAS, call reminders, mailing systems] to manage patient appointments in accordance with local procedures and national policies.
The role will include participating on the telephone rota in receiving incoming telephone calls and managing reception desks in a patient facing role assisting patients and visitors with their enquires.
- Recording patient demographic and referral information accurately
- Being polite, professional and empathetic when speaking to patients on the telephone or face to face
- Using initiative to be able to problem solve and answer queries as they arise, using digital means of communication, telephone or face to face
Working for our organisation
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.
We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.
The Care Quality Commission (CQC) have given us an overall rating of Outstanding.
Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.
Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.
A video about the Royal Surrey - https://www.youtube.com/watch?v=R96pMboIYdo
Detailed job description and main responsibilities
Please refer to the full Job description & person spec
- To support Outpatient Supervisors and Booking Co-ordinators for booking, cancelling and rescheduling appointments in accordance with SBU [Speciality Business Units] guidance.
- To communicate appointment details with patients written, verbal or other [E.g. text] in regards to managing SBU clinic templates
- Record referral information accurately, update, manage and retrieve patient information on Cerner and e-Referrals Service in a timely manner
- To support Outpatient Supervisors and Booking Co-ordinators to deliver high levels of Outpatient Clinic utilisation
- Meet departmental targets relating to the work completed that is accurate
- Act as a point of contact for internal and external enquires
- To deal with patients in a mature manner when speaking to them on the phone. This may sometimes involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
- To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
- The post holder requires referrals knowledge to be able to recognise inaccuracies in referrals [including ERS] and act appropriately. The post holder will need to maintain working knowledge of eRS in an environment where change is constant
- The post holder will operate in a large team and will be monitored against set performance targets and KPIs
11. To provide a front of house service to the Trust, greeting patients, visitors and carers and offering an excellent standard of customer service when they arrive at the Trust. The post holder will play an important role as they will be the first point of contact for many visitors, some of whom may not have previously attended the hospital.
12. The Reception areas will also be available for general patient enquires and the post holder will be required to assist and direct all enquires in a friendly and polite manner.
- The post holder will need to be flexible and able to prioritise the workload of the department and adjust workload plans on a daily basis. There is a high level of changeability of daily workload and there are many disruptive elements which can impact on daily plans
- There is a requirement to have a proactive approach to ensure that patients are treated within specified NHS timescales and that national targets [E.g. RTT] are met
- To have an understanding of the contracts that the CCG’s have with the trust. This will involve reading the referral letters and having an understanding of medical terminology.
- Provide cover for colleagues during annual leave, sickness and busy periods.
- To develop working relationships across the trust including medical secretaries, SBU managers and the medical teams
- Be conversant with the Quality and contractual targets of the Trust and aim to meet these, with the input from senior staff.
- Be fully competent in the features of the hospital computer system and undergo further training when systems are updated and as the job requires.
For further information please contact the Outpatient Assistant Service Manager on 01483 571122 ext. 4798
Person specification
Qualifications
Essential criteria
- NVQ Level 3 or equivalent level of knowledge
Knowledge
Essential criteria
- Previous experience within an administration environment.
- Previous experience of dealing with the general public
Desirable criteria
- In depth knowledge of Cerner & eRS
- Working in an office environment
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Michelle Evans-Laporte
- Job title
- Manager
- Email address
- [email protected]
- Additional information
For further information please contact the Outpatient Assistant Service Manager on 01483 571122 ext. 4798
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