Outpatients Administration Clerk

NHS; Nuneaton; On-site; GBP 24,000; Part time

Job description

Please note: Previous applicants need not apply

This role is not eligible for sponsorship

Outpatient Administration Clerk - Call Centre

22.5 hours per week

Permanent

Salary: £23,615 per annum

Closing Date: 27th April 2025

Interview Date: 22nd May 2025

This post may close early due to high numbers of applications, so you are advised to apply promptly.

All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.

We welcome applications from the Armed Forces Community - get in touch to find out more

We have exciting opportunities to join our Outpatients Administration team on a part time permanent basis.

Part time post; Working week after training period will be as follows:

Post: Monday, Tuesday, Wednesday 14:30-19:00 and Thursday and Friday 08:00-12:30. All posts will be allocated a Saturday morning shift on a rota basis with time back during the week.

You are invited to join our dynamic and highly effective administrative Outpatient teams, where you will have the chance to learn and develop new skills. You will be working across our Outpatient administration areas.

Main duties of the job

To provide a specialised, comprehensive and confidential administration service, working primarily in the Patient Call Center in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.

About us

Here at George Eliot our vision to 'excel at patient care' takes centre stage. An ever-evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper; they bond us together, reflect our ambition and shape who we are:

Effective Open Communication

Xcellence and safety in everything we do

Challenge but support

Expect respect and dignity

Local health that inspires confidence

Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, extensive in-house course learning directory, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.

Job responsibilities

• Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
• Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
• Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
• Act as a first point of contact for dealing with enquiries and take action as necessary, liaising and effectively communicating at all levels using written, oral and electronic methods.
• Ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
• Contribute to patient and business improvement agendas, undertaking any project work as directed including obtaining information using current systems and sharing ideas for potential service improvement.
• Assist with the implementation and maintenance of an efficient office management system/procedures to enable the Department to optimise their standards of service.
• Support team members by undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day-to-day supervision where required.
• Registration of internal referrals.
• Management of e-referrals on the Electronic Referral Service (eRs).
• Booking of all patient appointments in line with Trust and National targets.
• Contacting patients for short notice appointments aiding clinic utilisation.
• Managing the external Outpatient letter system.
• Managing the NHS mailbox for IPTs.
• Referral verification (chasing missing referrals).
• Contacting patients to inform them of short notice clinic cancellations/reschedules.
• Greet patients, check and update personnel details if necessary on Lorenzo and attend to relevant clinic.
• Direct patients to appropriate areas.
• Outcome all patients' attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNAs or added to the waiting list in accordance with agreed procedure.
• Cancel, re-appoint and reschedule patients' appointments at patient or Consultant request.
• Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email communication. Act on the information and distribute accurately.
• Prepare all necessary documentation and/or paperwork for clinics.
• Telephone patients at short notice to fill empty clinic slots.
• Correct any operator errors within Lorenzo following protocol.
• Work flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
• Ensure that Consultants are aware of any patients who DNAd clinic appointment and undertake action as required.
• Open and sort Outpatients post daily and take appropriate action.
• Provide cover in any other team or department within the Directorate if required.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.

Person Specification

Experience

• 1 year's general office experience
• Able to work under pressure to meet required deadlines
• The ability to deal with more than one situation at a time
• Previous experience in a healthcare setting and reception skills

Qualifications

• Good Keyboard Skills
• RSA II typewriting

Skills

• Good Communication Skills
• Enthusiastic and Motivated
• Ability to have positive working relationships
• Good Organisational skills

Personal Qualities

• Ability to sit and concentrate using a PC for frequent periods
• Ability to deal with irate patients and staff
• Ability to deal with distressing situations and distressed patients
• Calm under pressure
• Ability to deal with competing demands for attention
• Ability to work under own initiative making decisions

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.