Call Centre Appointments Co-ordinator

Job description

Job responsibilities

The postholder will be responsible for answering calls in the Call Centre and participate in all aspects of appointment making, including scheduling, changing, validating and cancelling patient appointments, mainly by telephone contact with the public.

The postholder will ensure that all patient information in manual and computerised systems is dealt with in accordance with agreed policies and procedures.

To deal with patients, relatives and other members of the public politely and efficiently, at the same time complying with Trust policies and procedures. Ensure confidentiality and security of patient information and Trust business.

Key Duties

Responsible for answering any calls coming into the Booking Services Call Centre daily ensuring that patients appointment queries are dealt with in a timely manner and in line with Booking Services procedures.

To ensure that patients are allocated appointments and admissions in chronological order and offered a suitable date to attend when they telephone to make a booking.

To be responsible for managing and updating the Envoy text reminder system daily ensuring that all text messages are actioned and appointments updated on the PAS system.

To make changes to and update patient demographic information on the PAS system as and when required.

To deal with all requests to cancel or reschedule appointments from patients using the NHS App and Patient Portal daily ensuring that all requests received are dealt with within 48 hours of receipt. Emailing the booking team if the cancellation or reschedule leaves a vacant slot in under a weeks notice.

To highlight any patients that have rescheduled multiple consecutive times to the specialty booking team to escalate to divisional managers.

To communicate with patients (and occasionally GPs) regarding appointments, admissions and removals from the waiting list, both over the telephone and in writing, as appropriate.

To ensure that patients are allocated dates to avoid vacant slots in clinics/theatre lists and that clinics booking rules are adhered to.

To set up and maintain a work schedule that ensures all work is prioritised and delivered within the required timescales each week, in particular during holiday periods when replacement cover is unlikely to be provided

To support the Outpatient Appointments Co-Ordinators when requests for cancelled / reduced / additional clinics are actioned, offering patients appropriate revised appointment dates over the telephone.

To inform the Appointment Co-Ordinators when long waiting patients select dates that cause breaches to the national waiting times targets.

To support the Booking Services co-ordinators which may involve contacting patients, iding and partial booking, updating e-RS, confirming outpatient appointments, as and when required.

To ensure that letter, telephone and face to face communication with patients, Colleagues and managers is professional, timely and in line with booking services policies and procedures.

To ensure that Booking Services co-ordinators across sites are provided with appropriate information regarding patients, to carry out their work effectively.

To ensure that all calls to make appointments or admissions are dealt with promptly and professionally in line with Patient Access policies and procedures for the service.

To respond to any queries and complaints from patients ensuring that any serious issues are passed on to the appropriate Team Leader or Manager.

To contact patients by phone or letter to establish if appointments or admissions are still required

To ensure that all patients recorded data in manual and computerised systems is dealt with in accordance with agreed policies and procedures.

To ensure that general administrative work associated with appointments and waiting lists is undertaken according to booking service standards.

To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Patient Access, confidentiality and information security.

To carry out any other duties, within the grade, as requested by the Booking Services Management Team. You may be asked to cover/support Booking Services work on any of the sites to help over sickness and annual leave including front of house reception duties as and when required.

Person Specification

Knowledge and Skills

Essential

• PAS System
• 18 week pathway
• E-Referrals
• Patient Access Policy
• Gained through experience and training
• Keyboard skills including excel, word and Microsoft outlook.

Personal Qualities

Essential

• Ability to manage own workload and work on own initiative
• Organised
• Team player
• Professional, approachable and friendly manner
• Ability to work flexibly/able to cover others for annual leave and sickness.
• Able to travel across sites for training or if required

Qualifications

Essential

• 5GCSE/OLevel in Maths & English or equivalent
• ECDL or Equivalent experience

Experience

Essential

• Experience in Waiting List Management
• Experience of working with general public
• Working within deadlines

Internal Job Vacancy

Essential

• This vacancy is currently only open to internal applicants from Worcestershire Acute Hospitals NHS Trust. Could you please confirm below that you work at Worcestershire Acute Hospitals NHS Trust.

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Kidderminster Hospital and Treatment Centre

Kidderminster

Worcestershire

DY116RJ

United Kingdom

Employer's website

https://www.worcsacute.nhs.uk/ (Opens in a new tab)