Booking Team Senior Clerical Officer
Stockport NHS Foundation Trust
There are lots of good reasons to choose to come and work at Stockport NHS Foundation Trust. A dynamic integrated Trust with integrity and vision. Exactly the same qualities you’ll see in yourself. Stockport NHS Foundation Trust aims to be the organisation of choice for patients and an employer of choice for staff.In order to continually improve all aspects of our patient experience, we rely upon having a highly skilled, motivated, diverse, productive and patient focused workforce.
Stockport Foundation Trust is one of four ‘specialist’ hospital sites in Greater Manchester. Being a ‘specialist’ hospital will enhance our general surgery, anaesthetics, critical care and emergency medicine for the benefit of people in Stockport, High Peak, Cheshire and across Greater Manchester.
Our values ‘We Care, We Respect, We Listen’ are at the heart of everything we do, and come from our promise: ‘Making a difference every day.’ They drive the behaviour and actions for everyone in our organisation.
In your application for this post, please describe how your experience and skills align with 'Our values-based behaviours' ( see additional documentation) and provide examples.
Greater Manchester Continuous Service Commitment
As well as recognising previous NHS service, Stockport NHS Foundation Trust is a member of the Greater Manchester Continuous Service Commitment. If you are currently employed by Greater Manchester Local Authority, Combined Authority, GMFRS, TfGM as well as other public service organisations, Stockport NHS Foundation Trust will recognise your previous service for sickness and maternity/paternity/adoption entitlement and also for annual leave purposes (providing there has been no break in service).If you currently work for one of the above organisations and successfully apply for a post with Stockport NHS Foundation Trust, please ensure the Recruitment team are aware so that this service is reflected in your contract of employment.
Our Values:
We Care
About each other
Our patients and their families
The communities we serve
The environment
We support them and deliver on their promises
We Respect
Each other
Our patients and their families
Our partners
We are kind and helpful, and we expect the same in return
We Listen to
Each other
Our patients and their families
Our partners
We act and learn from what we hear
Job overview
We have an Exciting opportunity within the Outpatient Booking Team at Stockport NHS Foundation Trust. The post holder will be expected to undertake a variety of administrative tasks across all aspects of the Outpatient Booking Team. The role will also include phone sessions throughout the week.
The ideal candidate will possess:
- Excellent communication skills
- A flexible approach to work and the ability to work independently and as part of a team
- A keen eye for detail in data collection and recording
- Quick Learner
- Proactive
Full training will be given to the successful candidates in the relevant systems.
Main duties of the job- Take part in managing, on a daily basis, all appointment administration undertaken within the Outpatient Booking Team
- Manage and monitor the outpatient waiting list
- Book appointments
- Ensure that all clinics are fully utilized
- Process patient referrals into the trust
- Answer incoming calls from all our customers in a professional and appropriate manner and assist with specific enquiries
- Make outgoing calls, negotiating appointment dates and times with patients
- Deal with and respond to complaints in a positive manner
- Access and update various IT systems i.e. the Trust Patient Administration System, the national Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and other IT systems
- Ensure accurate and quality data entry at all times
- Any other duties commensurate with the role
Working for our organisation
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
- Between 27-33 days of annual leave plus bank holidays
- NHS pension scheme membership
- Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
- NHS Staff discounts
- Cycle to work scheme
- Salary finance – for loans, savings, budget planning and tips on managing debt
- Stockport Credit Union– for local financial advice
Detailed job description and main responsibilities
Main Duties and Responsibilities- Register referrals from all sources on the patient administrative system (PAS) and book appointments in accordance with clinical need and within local and national targets.
- Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using PAS and the national E-Referral Service systems to record appointments made
- Manage the Envoy reminder service responses.
- Offer appointments to suspect cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database
- Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List
- Scan/upload all new referrals to the Evolve scanning system
- Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department
- Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action
- Input, monitor and manage patient information on various IT systems
- Discharge old and expired episodes on PAS, completing and updating the patient’s pathway
- Liaise with referrers/ GP practices regarding incorrect patient information or referrals
- Liaise with multidisciplinary internal teams regarding clinic utilisation
- Cancelling clinics for clinical staff leave including emergency cancellations
- Escalating concerns and lack of capacity to the relevant business groups
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trust’s policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Person specification
Education
Essential criteria- 5 GCSEs or relevant office experience
Knowledge
Essential criteria- General knowledge of office/admin procedures
- Customer service experience
- Knowledge of NHS and Outpatient bookings procedures
Experience
Essential criteria- Extensive administration experience
- Telephone experience
- Experience using large databases to process information
- Outpatient booking experiences , use of PAS system
Skills and Abilities
Essential criteria- Enthusiastic , confident approach to change , calm under pressure
- Able to work independently as well as part of team
- Excellent verbal and written communication skills
- Ability to pay close attention to detail when entering data & a systematic approach to work
- Proactive
- Excellent IT skills
Applicants are encouraged to read the documents attached to this vacancy before applying, including the job description and person specification and the information for applicants which includes useful information to assist you in completing your application.
From time to time we may need to close a vacancy early when in receipt of a sufficient number of applications. If you are interested in this post and wish to be considered, we strongly advise you to complete and submit your application as soon as possible.
Please note that all correspondence will be via your NHS Jobs account. Unfortunately we are not able to acknowledge each application. If you do not hear from us within four weeks of the closing date, please consider that you have not been shortlisted on this occasion.Please also note that Stockport NHS Foundation Trust are unable to refund Interview expenses or re-location costs.
Stockport NHS Foundation Trust is committed to promoting and championing a culture of diversity, fairness and equality for all applicants and employees. Applications are welcomed from all backgrounds and we strive to reflect the community we serve in our diverse workforce.Our "two tick" kite mark guarantees a candidate with a disability, who fulfills the essential criteria, an interview at the Trust. We can make reasonable adjustments, and offer support and advice in a variety of ways on request.