Admin Bookings and Reception | University Hospitals Dorset NHS Foundation Trust
| Posting date: | 04 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £22,816 - £24,336 pa |
| Hours: | Part time |
| Closing date: | 04 May 2024 |
| Location: | Christchurch, BH23 2JX |
| Company: | Royal Bournemouth and Christchurch Hospitals NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6118302/153-SP03005 |
Summary
The Outpatient Department at University Hospital Dorset is an exciting place to work, particularly considering the recent merger, and for many patients it is the ‘window of the hospital’.
To succeed in this role beyond performing general duties, you must embed yourselves in the Outpatient Department and Team values; you will need to have a passion for delivering outstanding service to our patients, be inclusive and respectful to others, work together as one team, be bold and innovative, and always willing to learn and improve.
The post holder will support the administrative function of University Hospital Dorset Therapy Outpatient services within a range of roles; new and follow-up booking, fast track booking, clinic cancellations, and Outpatient reception (Poole).
In this post, the post-holder must be technologically competent and be willing to upskill rapidly with new IT systems and platforms. The above indicates the main duties of the post which may be reviewed considering experience and developments within the service. Any review will be undertaken in conjunction with the post-holder. To undertake any other duties deemed appropriate to the band when requested by senior staff. This may require movement between service areas as the demands of the service dictate.
For those who seek career progression in the Therapy Outpatient service, the opportunity to progress is facilitated as desired via Career / Personal Development Plans.
• Appointment booking: actioning requests from telephone calls, email, secretaries, referral and outcome forms to book patient appointment into clinic slots. This will require an understanding of specialties and referral-to-treatment (RTT) pathway targets.
• Clinic management: actioning requests to cancel, amend or rebook a clinic, and update and alert system and clinicians as appropriate
• Therapy Reception at Poole: patient-facing engagement duties, checking-in patients to clinic, checking and updating demographic details, and booking appointments.
• Slot filling: to work with the Team lead (Band 4) to ensure that all clinic slots are optimised and utilised appropriately.
• Technological competence in working multiple IT systems and platforms and ability to rapidly upskill.
• Call centre: addressing patient queries via telephone
Base Location: Christchurch and Poole Hospital
Interview Date: TBC
Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued teammates and colleagues.
UHD are investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.
Recruiting Managers interviewing for this role will be happy to answer any specific questions that you have about this at interview.
• Communicate routine, non-complex information to all service users in an empathetic manner over the telephone, via email or other communication means, ensuring that their identity is verified before discussing confidential information.
• Understand potential barriers to communication (e.g. language difficulties, disabilities, special needs) and be able to modify the style / means of communication as appropriate.
• Work collaboratively and supportively with other team members in the Outpatient service and clinical services, displaying the UHD ‘one team’ value at all times.
• Communicate effectively with staff from all specialties, GP’s, ensuring a professional manner is maintained.
• Escalate service issues or risks raised by service users to senior staff
• Ensure any issues or risks in delivery of waiting time targets or managing processes in line with the Patient Access Policy are escalated immediately to the Outpatient Team Lead (Band 4)
• Ensure additional clinics or changes to appointments with less than 7 days’ notice are communicated immediately to all relevant staff within or outside the Patient Access Unit as appropriate to the service concerned.
• Communicate and work effectively with Admin Support (Band 3), if allocated by Team Lead, providing mentoring and appraisals
This advert closes on Thursday 18 Apr 2024
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