Job description

Job responsibilities

• Handling and receiving phone calls from patients and being able to assist them with a variety of enquiries including booking, rescheduling and cancelling appointments.
• Booking, cancelling and rescheduling appointments at the request of clinicians and services as well as being able to utilise relevant computer systems in order to ensure that patients are booked in priority order.
• To answer all calls and queries in a courteous and timely manner within a busy office environment.
• To be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet the 18-week referral to treatment pathways.
• Dealing with telephone, written, verbal and electronic enquires from external and internal sources.
• To proactively ensure that all information held on electronic systems is correct and up to date.
• Responsible for booking transport for patients when necessary and notifying the transport department of any cancellations or changes when required.
• To ensure that communication links are maintained with internal staff, GPs, Patients and other organisations to ensure swift resolution of any potential appointment/clinic issues.

• To transcribe data from multiple sources into the electronic patient record accurately.
• To manage and direct outpatient referrals via e-Referral, and to manage the work lists produced on the various systems mentioned relating to CHFT and action accordingly.
• To be responsible for contacting patients by telephone to remind them of pending appointments, changes and cancellations where possible re-negotiating appointments resulting from a hospital/patient-initiated cancellations.

Job responsibilities

• Handling and receiving phone calls from patients and being able to assist them with a variety of enquiries including booking, rescheduling and cancelling appointments.
• Booking, cancelling and rescheduling appointments at the request of clinicians and services as well as being able to utilise relevant computer systems in order to ensure that patients are booked in priority order.
• To answer all calls and queries in a courteous and timely manner within a busy office environment.
• To be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet the 18-week referral to treatment pathways.
• Dealing with telephone, written, verbal and electronic enquires from external and internal sources.
• To proactively ensure that all information held on electronic systems is correct and up to date.
• Responsible for booking transport for patients when necessary and notifying the transport department of any cancellations or changes when required.
• To ensure that communication links are maintained with internal staff, GPs, Patients and other organisations to ensure swift resolution of any potential appointment/clinic issues.

• To transcribe data from multiple sources into the electronic patient record accurately.
• To manage and direct outpatient referrals via e-Referral, and to manage the work lists produced on the various systems mentioned relating to CHFT and action accordingly.
• To be responsible for contacting patients by telephone to remind them of pending appointments, changes and cancellations where possible re-negotiating appointments resulting from a hospital/patient-initiated cancellations.

Person Specification

Qualifications/ training

Essential

• GSCE English grade 3 -9, (A*-D, or equivalent), GCSE Mathematics grade 3 - 9, (A*-D, or equivalent)

Desirable

• ECDL or Microsoft package
• Customer focused training already undertaken

KNOWLEDGE, EXPERIENCE & EXPERTISE

Essential

• Experience of working within in a customer focused setting, office/admin environment
• Motivation to develop the role and themselves
• Experience using various administrative computer systems and good computer skills

Desirable

• Experience of working within an office-based NHS setting
• Knowledge of EPR / E-Referral (ERS) / System1

Practical/Intellectual Skills/Personal Qualities

Essential

• Good organisational skills
• Ability to demonstrate excellent communication skills.
• Good oral, verbal and written communication skills
• Able to work quickly and accurately
• Able to work on own and as part of a team
• To prioritise workload and work to deadlines

Qualifications/ training

Essential

• GSCE English grade 3 -9, (A*-D, or equivalent), GCSE Mathematics grade 3 - 9, (A*-D, or equivalent)

Desirable

• ECDL or Microsoft package
• Customer focused training already undertaken

KNOWLEDGE, EXPERIENCE & EXPERTISE

Essential

• Experience of working within in a customer focused setting, office/admin environment
• Motivation to develop the role and themselves
• Experience using various administrative computer systems and good computer skills

Desirable

• Experience of working within an office-based NHS setting
• Knowledge of EPR / E-Referral (ERS) / System1

Practical/Intellectual Skills/Personal Qualities

Essential

• Good organisational skills
• Ability to demonstrate excellent communication skills.
• Good oral, verbal and written communication skills
• Able to work quickly and accurately
• Able to work on own and as part of a team
• To prioritise workload and work to deadlines

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Calderdale and Huddersfield NHS Foundation Trust

Address

Huddersfield

Huddersfield

HD3 3EA

Employer's website

https://www.cht.nhs.uk (Opens in a new tab)