Community Appointment & Admin Specialist

Whittington Health NHS Trust; City of Westminster; On-site; GBP 24,000 - 32,000; Full time

Job summary

Whittington Health NHS Trust is looking for an administrator to join the Central Booking Service within the Community Patients Access Service. You will register new patients, triage referrals, manage appointments and provide excellent customer care across multiple health centres in London.

Flexibility to work a shift pattern between 8am and 8pm, Monday to Sunday including bank holidays, and travel between sites is required. Training and support are provided to ensure high standards of service.

Qualifications

• Line manage junior staff.
• Provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone.
• Communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
• Gather key information from referrers and patients etc. who are calling the service.
• Carry out an initial triage of patients.
• Manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
• Register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems.
• Administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics.
• Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic.
• To work as part of a team and when necessary, assist colleagues in their workloads and provide cover for them during absence.

Responsibilities

• To line manage junior staff.
• To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
• To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
• To gather key information from referrers and patients etc. who are calling the service.
• To carry out an initial triage of patients
• To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
• To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems
• To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics
• Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic
• To work as part of a team and when necessary, assist colleagues in their workloads and provide cover for them during absence.

Skills

Team management

Customer care

Telephone handling

Effective communication

Information gathering

Patient triage

Appointment booking systems

Tools

RiO

Medway

Job description

Whittington Health NHS Trust is looking for an administrator to join the Central Booking Service within the Community Patients Access Service. You will register new patients, triage referrals, manage appointments and provide excellent customer care across multiple health centres in London.

Flexibility to work a shift pattern between 8am and 8pm, Monday to Sunday including bank holidays, and travel between sites is required. Training and support are provided to ensure high standards of service.