Orthopaedic Outpatients Administrator

York and Scarborough Teaching Hospitals NHS Foundation Trust; York and North Yorkshire; On-site; GBP 22,000 - 28,000; Full time

Job summary

A prominent healthcare provider in York and North Yorkshire is seeking an administrative professional for diverse roles, including managing patient appointments and handling calls in a busy setting. The ideal candidate should demonstrate strong organizational and communication skills, with a commitment to enhancing the patient experience. Working hours are Monday to Friday, with opportunities for career development and a comprehensive benefits package including NHS pension and generous holiday leave.

Benefits

Access to NHS Pension Scheme

27 days holiday rising to 33 days

Confidential advice and support service

NHS Car Lease scheme

Extensive learning and development opportunities

Discounts on various services

Qualifications

• Demonstrated experience in managing administrative tasks effectively.
• Ability to handle high volumes of calls and manage patient appointments.
• Excellent problem-solving skills to handle appointment-related queries.

Responsibilities

• Process all new patient appointments within agreed timescales.
• Make follow-up appointments at the request of customers.
• Monitor and maintain electronic worklists.
• Utilize electronic database systems to call patients for appointments.
• Support patients attending Orthopaedic clinics.
• Manage incoming calls to book, amend, or cancel appointments.
• Prioritize workload to maximize patient demand and clinic capacity.

Skills

Organizational skills

Communication skills

Ability to work under pressure

Excellent telephone skills

Administrative skills

Job description

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 which are Monday to Friday, 8am to 4pm, and Monday to Friday, 9am to 5pm.

• 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 anddiplomacy, and record an appropriate outcome for all patients who leave Outpatient clinic where necessary.
• To manage patients ringing 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.
• To actively maintain a safe working environment for yourself and your colleagues who may be affected by your acts or omissions.
• Responsible for maintaining stock control.
• Prioritise workload to maximize patient demand against clinic capacity, to ensure patients are dealt with as timely as possible.
• To maintain patient confidentiality at all times.

Benefits

• 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.