Booking Clerk/Receptionist - Patient Access Centre
Job overview
An exciting opportunity has arisen to join the Patient Access Centre as part of our centralised booking clerk team, working within the Physiotherapy pod.
As a booking clerk you are the first point of contact for our patients, supporting them with appointment management and general queries as well handling various administration tasks within the office throughout the day.
A background in customer service with a strong focus on providing a high quality patient experience is essential.The ideal candidate will be passionate about supporting people, and will have good IT/Telephony skills, with the ability to work well under pressure.
Organisation, time management and pro-activity are also key skills we are looking for.
Main duties of the job- Handling inbound calls
- Making outbound calls
- Checking patients in for Outpatient appointments
- Booking, cancelling and rearranging Outpatient appointments
- Management of patient notes (tracering, requesting, etc.)Setting up of
- Associated administration tasks (completing outcomes, etc.)
- Typing of clinic letters
- Maintaining a high standard of customer service
- Use of hospital systems to effectively support the management of the patient journey
- Managing clinic capacity
- Managing pending lists and wait times
- Managing spreadsheets as required
- Processing new referrals from external and internal sources
- Liaising with colleagues at all levels to ensure the patient journey is smooth
- Work in accordance with the Trust policies at all times
- Work in accordance with and always uphold the Trust Values
Working for our organisation
The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT).
The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology.We also cover a wide remit of reception areas for the acute hospital, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT.
The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year
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Detailed job description and main responsibilities
Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification
Person specification
Qualifications and Training
Essential criteria- Minimum of 4 x GCSE Grade A-C (including English) or equivalent
- NVQ Administration Level 2 or equivalent
Knowledge and Experience
Essential criteria- Administrative and clerical experience
- Customer service experience
- Experience working with the general public
- Experience working with emails, spreadsheets and Microsoft packages
- Previous NHS experience
- Experience working in a call centre
Specific Skills
Essential criteria- Audio-Typing skills
- Typing to RSA II/OCR II or equivalent level of speed and accuracy (40wpm)
- Ability to use medical terminology appropriately
You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.
If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.
IMPORTANT INFORMATION- We reserve the right to close vacancies early if we receive a high volume of applications. Please apply promptly
- Please read the job description and tailor your application to reflect the role
- Correspondence will be via Trac, text and email. Please check your email and Trac account regularly.
- Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band
- If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion
- It is your responsibility to assist us in the timely receipt of appropriate references
If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.