Outpatient Services Administrator | and Teaching Hospitals NHS Foundation Trust

We are looking to appoint a motivated individual to join our Outpatient Administration Team. We are a friendly team fulfilling a vital front line service. This post is based at York.

This is a varied role and the post holder must be able to flexibly provide cover across three areas:

• Our referral management centre, where over 300 new patient referrals are registered onto our hospital patient administration system per day
• Our busy reception desks dealing with patients face‑to‑face, ensuring they are booked in and directed to the appropriate waiting areas
• Plus our call centre, handling large volumes of calls agreeing outpatient appointments with patients as well as dealing with other appointment related queries

It is essential that this work is carried out accurately and efficiently as it is important that the patient experience is a positive one, at what can be a very worrying time. You must be able to demonstrate that you have the necessary organisational, administrative and communication skills, the ability to work under pressure and using your own initiative, as well as excellent telephone skills.

The hours advertised are required to cover service needs. We operate a rota of tasks and all staff will rotate through different tasks. The hours for this vacancy are Monday - Friday, with variable shifts between 8am and 5pm.

Internal candidates - please ensure you have the permission of your current line manager before applying for a secondment opportunity.

• To process all new patient appointments within agreed timescales, and in accordance with consultants’ requests and speciality booking rules.
• To make follow‑up appointments in accordance to booking rules, at the request of both internal and external customers.
• To monitor, maintain and update electronic worklists and ensure that items are actioned in a timely manner, taking remedial action where necessary.
• To receive, record and process all referrals under the 14‑day rule.
• To utilise an electronic database booking system to call patients for their appointments near to their due date to maximise clinic capacity against patient demand.
• Support patients attending the Outpatient clinics, using tact and diplomacy, and record an appropriate outcome for all patients who leave Outpatient clinic where necessary.
• To manage patients ringing the department to book, amend, or cancel an appointment in accordance with the Standard Operating Procedures and booking rules.
• Any other administrative or clerical duties, which may be required as part of the post.
• To actively maintain a safe working environment for yourself and your colleagues who may be affected by your acts or omissions.
• Prioritise workload to maximise patient demand against clinic capacity to ensure patients are dealt with as timely as possible.
• To maintain patient confidentiality at all times.

• Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• 27 days holiday rising to 33 days (depending on NHS Trust service)
• A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully.
• A variety of different types of paid and unpaid leave covering emergency and planned leave
• Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
• NHS Car Lease scheme and Cycle to Work scheme
• An extensive range of learning and development opportunities
• Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers

Across our organisation, people are guided by values that were co‑developed with staff: we are kind; we are open; and we pursue excellence. Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds.…