Appointment Administrator

Communicate with patients, colleagues, internal and external contacts in a courteous, professional and timely manner at all times by various methods, i.e. telephone, written, face to face. Receive telephone calls and enquiries on a handset/headset via the telephone call queue management system (Liberty) from patients, GPs, wards and Consultants. Providing an efficient service regarding enquiries and the rescheduling of new and follow up outpatient appointments. Taking appropriate action, or, where necessary, re-direct or accept a message on behalf of members of the team and to have the initiative to know when help from a more senior staff member is required or advice needs to be sought from the service itself. All enquiries and requests are to be dealt with in a timely manner. Ensure all voicemail messages are dealt with promptly. Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff. Sending and replying to patient and staff emails in a timely manner. Rescheduling outpatient appointments according to the specialities booking rules and guidelines. Action the daily task list for patients requesting to reschedule their appointment via the Chronos ERS Connect system Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS. Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the Outpatient Appointments Supervisor. Entering and retrieving data from hospital computer systems. Training of new staff in simple tasks where appropriate. Ensure the timely arrival of patient information to the appropriate destination to facilitate prompt patient care. Have relevant and up to date knowledge of the Trusts Standards Policies, following them at all times. Be responsible for updating own knowledge as and when necessary in agreement with the Outpatient Appointments Supervisor. Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with Trust Policy. Take ownership of equipment supplied to enable job role to be fulfilled. Support with welcoming and induction of new staff into the team as required including those helping on a short term basis. Ensure adherence to agreed national as well as local waiting targets. Routine input of demographics data and personal details of patients using Camis to ensure there is an up-to-date record of patient information and to ensure a high standard of data quality. For all appointments ensure any additional requirements are arranged according to patient or consultant request e.g. interpreter. To understand the complex appointment booking procedures and the different requirements of each department, this may include rescheduling of appointments to cover diagnostic or genetic testing, multiple appointments within departments/therapies. Attend any departmental meetings as required. Ensuring working area is kept clean, tidy and well maintained at all times, complying with Health and Safety HSE regulations. To fully participate in training and learning for all aspects of the Outpatient Appointment Administrator role and services that sit within it. To undertake all mandatory and role specific as appropriate to the role and ensure it is renewed as required. Respect individual values, cultural and religious diversity of patients and contribute to the service provision of these needs. To participate in the staff rota with varying shift start and finish times. Ensure patients are contacted verbally to make and agree appointments. A minimum of three attempts should be made to contact patient to agree appointment. If no response after third attempt appointment to be sent by letter. Record all attempts to contact patient by telephone on PAS system. All appointments to be confirmed by a letter to patient/parent or guardian with regards to children. Provide general admin services including photocopying, filing, faxing, shredding of confidential waste, handling Medical Records and other office routines. The post holder will be expected to use computer systems where appropriate, including email system, the internet and intranet and other office systems in accordance with Trust policies. Provide cross cover within team during absence complying with relevant organisational policy on attendance.