Job overview

An exciting opportunity has arisen to join the Central Booking Service, and be a part of our Support Service and administration team as part of the Whittington Community Patients Access Service . The Service provides referral management and appointment booking services to Whittington Adult Community Services.

This is the chance to be part of something transformative and innovative and have a positive impact on how we improve patient pathways.

Post holder will also register, source and upload documents for new patients, book and reschedule appointments for all patients and process the outcomes from appointments.

Post holder will be competent in the use of the computer software RIO, Medway .

The post holder will be expected to always provide excellent customer care using Trust Customer Care Standards.

Depending on the requirements of the team, the post holder may be required to work a shift pattern between the hours of 8am to 8pm , Monday to Sunday including Bank Holidays . The post holder will also be expected to travel across Whittington Health sites and work in any of the Health Centres in Haringey or Islington as may required .

Please note: Previous applicants within the last 6 months not to apply. Anyone requiring sponsorship ,there is no sponsorship for this role.

Main duties of the job

• To line manage junior staff
• To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
• To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
• To gather key information from referrers and patients etc. who are calling the service.
• To carry out an initial triage of patients
• To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
• To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems
• To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics
• Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic
• To work as part of a team and when necessary, assist colleagues in their workloads and provide cover for them during absence.

Detailed job description and main responsibilities

For more information regarding the main responsibilities of the role, please refer to the attached Job Description.

Communication

• To ensure that confidentiality is maintained with regard to the business of the services at all times.
• To liaise effectively with their line manager
• To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner
• To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines
• To manage all correspondence generated by the Community Services to patients, GP’s, and other health professionals in line with the Whittington Health procedures and protocols.
• To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes

Training and Development

• To participate in the Trust’s Appraisal system under the supervision of the Manager and Team Leader and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development
• To take responsibility for self-development on a continuous basis, undertaking on-the- job training as training is required.
• To the complete of all mandatory training required by the organisation and ensure all modules are within date

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Person specification:

Experience

Essential

• Previous Admin/Office experience
• Previous NHS experience.
• Previous experience of booking and changing appointments
• Previous Experience of Using RIO
• Knowledge of a range of computerised software including Microsoft packages. E A/I Previous Experience of
• Previous experience of dealing with the public face to face and over the telephone
• Previous experience of using other patient Data entry Systems

Personal Qualities

Essential

• Personally/professionally responsible
• Flexible approach to changing circumstances and departmental needs
• Good organisation, time management and prioritisation skills

Education/Qualifications

Essential

• GCSE/o Level or equivalent / Higher Education to A level or or equivalent experience
• Excellent written/spoken English

Knowledge, Skills and Abilities

Essential

• Ability to work as part of a team
• Ability to act appropriately in stressful situations
• Willingness to undertake and use training relevant to the post
• Ability to communicate in a clear and professional manner