Outpatient Booking Services Support Clerk

Norfolk and Norwich University Hospitals NHS Foundation Trust; Norwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Norwich is seeking a Patient Coordinator to manage outpatient appointments and communicate with patients and GP practices. This role involves working within a large, multidisciplinary team to ensure efficient patient care. Ideal candidates will excel in communication and problem-solving within a fast-paced environment. The position offers the full range of NHS benefits, including flexible working hours and career development support.

Benefits

Flexible working hours

Discounted gym memberships

Free 24-hours confidential counselling support

Qualifications

• Experience in a healthcare setting preferred.
• Ability to manage sensitive patient communications.

Responsibilities

• Arrange outpatient appointments and manage waiting lists.
• Communicate effectively with patients and health professionals.
• Handle direct and indirect enquiries and provide information.

Skills

Communication

Problem Solving

Multitasking

Empathy

Job description

Are you looking to work in a fast-paced environment and the opportunity to work in a large-multidisciplinary team, where you can make a difference and improve services for our patients? If so, we want to hear from you!

You will be part of a team working at Rouen Road, working within a large open planned office at Rouen Road booking Outpatient New appointments via the telephone and electronic communications, this includes processing clinic cancellations. The role also involves all hospital systems to contain identical information.

The postholder will communicate with Patients, GP Practices and secretarial and medical colleagues.

PRIDE Values are paramount to this role, ensuring you are people focused at all times, respectful when handling calls and communications.

To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH’s ‘PRIDE’ values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.

• The first point of contact for arranging patients first outpatient appointment including translation/interpretation facilities.
• Managing your waiting lists to ensure patients are booking in turn according to their clinical priority.

• Deal efficiently and effectively with direct and indirect enquiries from patients and other health professionals and staff. Respond to enquiries, providing routine and non-routine information and non-clinical advice, resolving problems where possible. Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns, needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients. To sensitively provide and receive complex information using tact and adapting communication style to meet the needs of individual levels of understanding. Recognise the importance of individual rights in accordance with legislation, policy and procedures.

Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!

The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.

We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity

We can offer you the full range of NHS benefits/discounts and in addition:

• Flexible working hours
• Fast Track Staff Physiotherapy Service
• Multi Faith prayer room
• Discounted gym memberships
• Excellent pension scheme and annual leave entitlement
• Wagestream - access up to 40% of your pay as you earn it
• Free Park & Ride service direct to NNUH site
• Free 24-hours confidential counselling support
• On-site Nursery
• On-site cafes offering staff discounts
• Support in career development
• Flexible staff bank
• Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics

For further details / informal visits contact: Name: Sally Lucas Job title: Deputy Service Manager Email address: [e-mail] Telephone number: 01603 287981