Administration Clerk

Venesky-Brown’s client, a public sector organisation in Sussex (Brighton area), is currently looking to recruit 4 x Outpatient Booking Clerks for 16 week contracts on a rate of £11.81/hour PAYE. To update demographics in the Trust administration at time of referral registration

• To book, amend and sometimes cancel appointments for customers via the telephone and to confirm these details by letter using the administration system if required.
• To work to targets and objectives, managing a workload or phone calls, booking of appointments, dealing with queries, data management and general daily duties
• For example, booking interpreters for patients whose first language is not English
• To follow the customer access policy when booking and amending patient appointments and to always book customers in order, by waiting time and by urgency
• new/follow up, face to face or telephone
• To update referral urgency and sub-specialty information on the Trust administration system following a clinical review of every referral
• To answer telephone calls from staff, always maintaining confidentiality and ensuring that a customer focussed/professional service is maintained
• To ensure the correct recording of cancellation reason and reason in the Trust administration system, ensuring that all updates are recorded in the referral comments
• To update customer demographics on the Trust customer administration system at time of booking if there has been a change
• Escalate as required so that help/assistance can be arranged.
• Customer service/administration experience
• Good standard of computer skills – full training will be given on the customer administration system
• Ability to maintain composure, efficiency and positive customer -service orientated manner during period of peak workload, with frequent interruptions, under tight deadlines, when dealing with patients on the telephone who are unwell, angry and sometimes distressed
• Remain flexible and adaptable to alterations in policies and procedures, proposing changes where appropriate
• Ability to remain calm in dealing with stressful situations, this will involve cancelling customers appointments and delivering unpleasant news