Patient Experience Clerk

• Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment
• Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a smile at all times
• Operationally responsible for day-to-day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation
• Responsible for the standard and quality of the Outpatient Administration, requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality
• Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trusts Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators
• Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trusts Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures
• Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms
• Manage follow up patient wait list for service by validating the Validation tool completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame

• GCSE3 or above including Maths and English
• Evidence of continuing professional development
• Evidence of Health & Safety training
• Educated to NVQ Level 3
• Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, case-note tracking, patient transport system
• Evidence of significant administrative experience within a customer focused environment
• Experience and understanding of outpatient services and performance indicators
• Experience in implementing NHS policies and guidelines relevant to outpatient services
• Evidence of successful process design and implementation
• Proven experience of developing administrative processes, analysing information, and report writing

Past experience of working in an area specialising in healthcare appointment making