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•To work as part of the Booking and Administration Team supporting the Team Leader in delivering a consistent and co-ordinated approach to the operational management of the Booking Centre.
•Answer incoming calls, assisting patients with specific enquiries, booking/re-booking appointments or re-directing to the appropriate clinical area.
Educated to GCSE level
Previous administrative experience
KnowledgeAwareness of current priorities and targets
Understanding of confidentiality
Be able to work within a team environment
Ability to work to deadlines and prioritise tasks
Ability to liaise with other departments and agencies
Attention to detail is paramount
Specific Job RequirementTeam player
Good communication and interpersonal skills
Free job description Call Handler
•Act as part of an informed, polite and conscientious telephone service, offering, cancelling and rescheduling patient appointments that adhere to booking targets.
•Provide conformation and information to patients as necessary.
•Have an understanding of clinic templates (types of appointments, types of patients seen by specialties) to judge selection of the right appointment for a patient.
•To be proficient in the use of the relevant computerised booking systems for booking all types of appointments
•Add, remove and alter patient entries on various out patient waiting lists, with a level of detail that allows the department to comply to national targets
•Be clear, concise, polite, friendly and professional when communicating with patients, their relatives and carers as well as with hospital consultants, other health professionals, hospital staff from own and other departments, staff from general practice and other hospital Trusts.
•Ensure each patient letter leaving the department includes all required information such as patient leaflets, maps and directions.
•Follow the Policy in regards to rescheduling appointments for patients unable to attend on multiple occasions and in particular those patients deemed as ‘vulnerable’.
•To participate in service developments for the administrative team.
•To be responsible and pro-active for own self development
•To be a team player developing team working and encouraging a collaborative approach.
•To undertake any other duties as requested by the Team Leader or Management Team
•The post requires the ability to prioritise a workload and meet the demands of the patients.
•Maintain the area in a clean tidy manner at all times.
•Maintain a safe environment for patients, staff and visitors.
Resources and Finance
•To ensure patient activity is monitored and recorded in an efficient and effective manner
•To perform a variety of tasks in support of the patient journey
•To be proficient in the use of relevant computerised system for booking all types of out patient appointments ensuring this function is co-ordinated and updated accurately and in a timely manner.
•To work in conjunction with the Booking Teams to ensure appointment capacity is utilised.
•To undertake clerical duties to ensure a comprehensive and efficient administrative support service to the Booking Teams.