Appointment Centre Administrator

Cardiff and Vale University Health Board; Ashford; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

NHS Pension Scheme

Generous annual leave entitlement

Training and career development

Supportive team environment

Job summary

Ashford and St. Peters Hospitals NHS Foundation Trust is seeking a motivated Team Player to join our Appointment Centre. You will deliver first-class patient experiences from referral through to treatment, maintaining confidentiality while managing appointments in line with NHS targets.

You’ll use systems like Evolve, ERS, Envoy, PAS; train colleagues, and support the team in a fast-paced environment, ensuring high-quality service at all times.

Qualifications

• Experience in healthcare administration or hospital settings preferred.
• Familiarity with Cerner PAS and ERS systems is desirable.
• Ability to communicate clearly and maintain patient confidentiality.
• IT literacy and strong keyboard skills.
• Educated to GCSE level or equivalent.

Responsibilities

• Handle patient inquiries via written, phone, and email with confidentiality.
• Use new systems to promote efficient service (Evolve, ERS, PAS, Envoy).
• Provide cover and mentoring to staff; assist with training.
• Work as part of a team to meet NHS waiting-time targets.
• Liaise with doctors, wards, and external agencies as required.

Skills

Communication

Confidentiality

Multitasking

Teamwork

IT literacy

Education

GCSE level

Tools

PAS (Patient Administration System)

Microsoft Word

ERS

Envoy

Evolve

Job description

We are looking for a motivated Team Player to join our busy Appointment Centre and play a vital role in delivering a first-class patient experience from referral through to clinical treatment. As part of our Appointment Centre, you will be responsible for providing exceptional customer service to patients, ensuring appointments and referrals are managed efficiently and in line with national NHS waiting-time targets. This is a fast-paced role where you will need to remain calm, logical and methodical, even when managing multiple tasks, frequent interruptions and competing priorities. Excellent communication skills and a strong commitment to maintaining patient confidentiality are essential. previous administrative experience, particularly within healthcare settings or familiarity with hospital Cerner PAS and eRS systems, are desirable. This role is an excellent opportunity for someone looking to build and develop a career within the NHS. You'll have access to training and development opportunities designed to support your professional growth and help you progress within your career., The department works in line with several government targets on patient waiting times. You will be responsible for delivering excellent customer service to patients. You will need to be able to work in a calm, logical and methodical way, whilst multitasking despite frequent interruptions, and you must possess practical communication skills whilst always maintaining patient confidentiality.,

• To use new working systems within the Clinical Office to promote an efficient service, i.e., Evolve, ERS, Envoy, PAS & the storage of appropriate information electronically on shared drives.
• Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.
• Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.
• Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate
• Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.
• o-operate fully in the introduction of new technology and new methods of working as appropriate to the work of the administrative team.
• Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
• To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.
• Establish good levels of communication and liaison with other secretaries, medical staff and other departments and hospitals.
• Undertake all mandatory training as required by the Trust, inc RTT suite training. To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.
• Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
• To provide cover and support for all colleagues as requested, taking on responsibility for the quality of their work.
  Educated to GCSE level (or equivalent), Experience of working in a hospital or equivalent, Able to work within Trust vision, values and strategic objectives.
• IT literate with strong keyboard skills
• Competent using Microsoft Word, Experience using a Patient Administration System or ability to work with multiple applications, Experience using a Patient Administration System or ability to work with multiple applications
• 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.
  Ashford and St. Peters Hospitals NHS Foundation Trust is the largest provider of acute hospital services to Surrey residents, serving a population of 410,00 people and employing approximately 4,800 staff. Our vision is to provide an outstanding experience and best outcomes for patients and the team. We are committed to providing continuous professional development and flexibility to deliver our workforce plan. We are part of a collaborative Group with the Royal Surrey NHS Foundation Trust. As part of this partnership, colleagues may occasionally work across both organisations to support shared services, development opportunities and patient care. St Peter's Hospital delivers complex medical and surgical care, maternity and emergency services. Day and orthopaedic surgery, ophthalmology and outpatient services are delivered at Ashford Hospital. Additional services are delivered at Woking Community Hospital. Our Values provide us with the behaviours we respect and can commit to. By living our values through our everyday interactions, we can build a stronger, more resilient, and forward- thinking organisation, guiding us to achieve success and make a positive impact on how we deliver our services.
• NHS Pension Scheme
• Generous annual leave entitlement
• Training and career development opportunities
• A supportive team environment
• If you're organised, approachable and committed to delivering an outstanding patient experience, we'd love to hear from you.