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To provide an excellent, professional and friendly service to patients when booking their Outpatient appointments, booking first and follow-up appointments in accordance to national Referral to Treatment guidance and Trust policy on fair access to appointments for patients, including administering direct booking e-referral appointments. Ensuring that the administration associated with the patient appointment is completed accurately and in a timely manner, and follows Trust and departmental policies and procedures.
Job Responsibility:
Provide call centre telephone coverage for all incoming calls regarding patient appointments
Book new and follow-up outpatient appointments ensuring all clinic letters are sent out as soon as appointments are made
Negotiate outpatient appointments with patients offering them a choice of dates and time
Adopt good customer care practice to provide a high-quality service for users of the Booking Centre
Accurately interpret all incoming appointment requests for specialties
Ensure all appointment requests have been registered on the patient administration system and where possible booked within 24hrs of receipt
Ensure all RTT (referral to treatment) data is entered on to the patient administration system in an accurate and timely manner
Requirements:
GCSE3 or above including Maths and English
NVQ 3 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Evidence of significant administrative experience within a customer focused environment
Frontline customer care
Ability to prioritise workload and work without direct supervision
Ability to act on own initiative and deal with non-routine queries
Demonstrate computer skills in Excel and Word including accurate typing
Nice to have:
ECDL qualification or other formal IT training / qualification
Worked in an area specialising in healthcare appointment making
Ability to create, produce and use reports in a variety of Microsoft Office IT systems