Orthopaedic Outpatients Administrator

York And Scarborough Teaching Hospitals Nhs Foundation Trust; York and North Yorkshire; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

NHS Pension Scheme

27 days holiday rising to 33 days

Leave for emergency and planned leave

Employee Assistance Programme

NHS Car Lease scheme

Cycle to Work scheme

Learning and development opportunities

Staff discounts

Job summary

York Hospital is inviting applications for an Orthopaedic Outpatient Administrator to join the Orthopaedic Administration Team. The role covers three areas: referral management, reception duties, and call-centre work to arrange outpatient appointments.

You will need strong organisational, admin, and communication skills and the ability to work under pressure while providing excellent patient service. You will work Monday to Friday, 8am–4pm or 9am–5pm to meet service needs.

Qualifications

• GCSE or equivalent
• Good written and spoken English
• Ability to work in a fast paced and busy environment
• Experience of using patient administration systems
• Understanding a range of work procedures and processes
• Ability to communicate with staff at all levels, including Consultant medical staff
• Previous clerical experience and knowledge equivalent to NVQ Level 3

Responsibilities

• Process all new patient appointments within agreed timescales and in accordance with consultants’ requests and booking rules.
• Make follow-up appointments according to booking rules, at the request of internal and external customers.
• Monitor, maintain and update electronic worklists, and ensure items are actioned in a timely manner.
• Utilise an electronic database booking system to call patients for their appointments near their due date, maximizing clinic capacity.
• Support patients attending Orthopaedic clinics with tact and diplomacy, and record outcomes for patients leaving Outpatient clinic.
• Manage patients phoning to book, amend, or cancel appointments per SOPs and booking rules.
• Perform any other administrative or clerical duties as required.
• Prioritise workload to maximise patient demand against clinic capacity.
• Maintain patient confidentiality at all times.

Skills

Patient administration systems

Fast-paced environment

Communication across staff levels

Organisational skills

Telephone skills

Education

GCSE or equivalent

NVQ Level 3

Tools

eRS/Choose and Book

Job description

Job overview

We are looking to appoint an Orthopaedic Outpatient Administrator to join our Orthopaedic Administration Team at York Hospital.

This is a varied role and the post holder must be able to flexibly provide cover across three areas:

• Referral management centre
• Reception desks dealing with patients face-to-face, ensuring they are booked in and directed to the appropriate waiting areas
• Call centre, handling large volumes of calls, agreeing outpatient appointments, as well as dealing with other appointment related queries

It is essential that this work is carried out accurately and efficiently, as it is important that the patient experience is a positive one at what can be a very worrying time. You must be able to demonstrate that you have the necessary organisational, administrative and communication skills, the ability to work under pressure and using your own initiative, as well as excellent telephone skills.

The hours advertised are required to cover service needs , you will be working Monday to Friday, 8am to 4pm, and Monday to Friday, 9am to 5pm.

Main duties of the job

• To process all new patient appointments within agreed timescales. and in accordance with consultants’ requests and specialty booking rules.
• To make follow-up appointments in accordance to booking rules, at the request of both internal and external customers.
• To monitor, maintain and update electronic worklists, and ensure that items are actioned in a timely manner, taking remedial action where necessary.
• To utilise an electronic database booking system to call patients for their appointments near to their due date, to maximize clinic capacity against patient demand.
• Support patients attending the Orthopaedic clinics, using tact and
  diplomacy, and record an appropriate outcome for all patients who leave Outpatient clinic where necessary.
• To manage patients phoning the department to book, amend, or cancel an appointment, in accordance with the Standard Operating Procedures and booking rules.
• Any other administrative or clerical duties, which may be required as part of post.
• Prioritise workload to maximise patient demand against clinic capacity, to ensure patients are dealt with as timely as possible.
• To maintain patient confidentiality at all times.
• If you are currently employed by the Trust and you wish to apply for this role on a secondment basis, please seek permission from your current line manager before applying for the post.

Working for our organisation

Trust Information Pack:

Our benefits

We offer a range of benefits to support our staff including:

• Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• 27 days holiday rising to 33 days (depending on NHS Trust service)
• A variety of different types of paid and unpaid leave covering emergency and planned leave
• Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
• NHS Car Lease scheme and Cycle to Work scheme
• An extensive range of learning and development opportunities
• Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers

For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.

Detailed job description and main responsibilities

A full description of the role is available in the attachment: job description.

Working for the Trust

Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.

Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds.

Armed Forces Friendly Employer

We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.

Person specification

Qualifications

Essential criteria

• GCSE or equivalent
• Good written and spoken English

Knowledge, Skills & Experience.

Essential criteria

• Ability to work in a fast paced and busy environment
• Experience of using patient administration systems
• Understanding a range of work procedures and processes
• Ability to communicate with staff at all levels, including Consultant medical staff
• Previous clerical experience and knowledge equivalent to NVQ Level 3

Desirable criteria

• Working knowledge of the eRS/Choose and Book system