Booking Clerk/Receptionist - Patient Access Centre

Booking Clerk/Receptionist - Patient Access Centre

Torbay and South Devon NHS Foundation Trust

Our Booking Clerk/Receptionist will come under the direct supervision of the Patient Access Centre (PAC) Supervisor. They will have no budgetary responsibility within the role.

You will provide efficient administration in all aspects of patient appointment booking and also patient facing reception cover and all associated tasks, across multiple specialties with strict adherence and compliance to the Trust's Patient Access Policy.

You will ensure that patients are treated with courtesy, dignity and respect.

Main duties of the job

1. Handling inbound calls
2. Making outbound calls
3. Checking patients in for Outpatient appointments
4. Booking, cancelling and rearranging Outpatient appointments
5. Management of patient notes (tracering, requesting, etc.)
6. Setting up of clinics (including printing additional attendance lists)
7. Associated administration tasks (completing outcomes, etc.)
8. Maintaining a high standard of customer service
9. Use of hospital systems to effectively support the management of the patient journey
10. Managing clinic capacity
11. Managing pending lists and wait times
12. Managing spreadsheets as required
13. Processing new referrals from external and internal sources
14. Liaising with colleagues at all levels to ensure the patient journey is smooth
15. Work in accordance with the Trust policies at all times
16. Work in accordance with and always uphold the Trust Values

About us

The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT).

The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology. We also cover a wide remit of reception areas for the Acute and Community hospitals, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT and Paignton Health and Wellbeing Centre.

The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year.

Job responsibilities

Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

Person Specification

Qualifications and Training

• Minimum of 4 x GCSE Grade A-C (including English) or equivalent
• NVQ Administration Level 2 or equivalent

Knowledge and Experience

• Experience working with emails, spreadsheets and Microsoft packages
• Administrative and clerical experience
• Experience of working with computers
• Awareness of Equality and Diversity
• Previous NHS experience
• Experience working in a call centre

Specific Skills

• Typing to RSA II/OCR II or equivalent level of speed and accuracy (40wpm)
• Ability to use medical terminology appropriately

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Torbay and South Devon NHS Foundation Trust