Outpatient Booking Services Support Clerk

Norfolk and Norwich University Hospital; Norwich; Hybrid; GBP 20,000 - 24,000; Full time

Job summary

A regional NHS trust in Norwich is looking for dedicated staff to join a fast-paced environment where teamwork is essential. The role involves managing outpatient appointments and providing excellent communication with patients and other healthcare professionals. Candidates should possess strong IT skills and demonstrate commitment to the Trust's values. This position offers various flexible working options and a range of NHS benefits, including discounted gym memberships and an excellent pension scheme.

Benefits

Discounted gym memberships

Excellent pension scheme

Free Park & Ride service

On-site Nursery

Flexible staff bank

Qualifications

• Demonstrates understanding and commitment to Equality, Diversity and Inclusion.
• Effective role model, demonstrating NNUH's PRIDE values.

Responsibilities

• Dealing with both telephone and post appointment requests.
• Assisting in maintaining outpatient procedures for the Trust.
• Supporting the booking of new follow-up outpatient appointments.

Skills

Effective communication skills - both verbal and written

IT skills in Microsoft Outlook & Word

Time Management Skills

Education

Good General Education

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.

Main duties of the job

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.

About us

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:

• 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
• Flexible staff bank
• Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics

Job responsibilities

• Dealing with both telephone and post appointment requests and queries for any new follow-up and follow-up appointments.
• To assist the teams in maintaining out-patient procedures for the Trust, to include compliance with choice, partial booking and full booking on PAS.
• To support the booking of new follow-up and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways as well as their appointment target date.
• Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team, and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.

Please refer to the Job Description for the full specification of responsibilities and requirements for this post.

Please note that this advertised position, which is part of occupation code 4159 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role.

Person Specification

Qualifications

• Good General Education

Experience

• Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
• Demonstrates understanding and commitment to Equality, Diversity and Inclusion
• Team Player

Skills

• IT skills in Microsoft Outlook & Word
• Effective communication skills - both verbal and written
• Time Management Skills

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.

Full-time,Part-time,Flexible working,Compressed hours