Appointment Administrator

The Outpatient directorate at Northampton General Hospital is looking to appoint a full time Appointment Administrator to join them in the outpatient contact centre.
You will be an important part of the team delivering a high quality service to patients in dealing with their enquiries and the rescheduling of their outpatient appointments.
You will be responsible for handling incoming calls from patients, ensuring that their enquiry is handled professionally and effectively whilst also ensuring that patients are booked in a timely manner adhering to the national waiting time targets and the specialty clinic rules.
You should be able to demonstrate administrative experience, excellent customer service skills and a proactive attitude whilst working sensitively within a team.
If successful you will receive a full trust and local induction with appropriate training and support to ensure both you and the role are a success.
Please note previous applicants need not apply., The Outpatient Appointment Administrator forms part of a rota that manages all calls incoming to the Outpatient Contact Centre, dealing with enquiries and the rescheduling of both new and follow up outpatient appointments on the hospital PAS system (CaMIS).
Due regard must be given to agreed waiting list targets and making use of hospital information systems to ensure that appointments are rescheduled appropriately and accurately, actioning any changes notified as appropriate and in communication with the Outpatient Directorate Manager, Consultants and Directorate Management., Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals., 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 Trust's 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.

At Northampton General Hospital we provide general acute services and hyper-acute stroke, vascular and renal services to people living in Northamptonshire. As well as this we are an accredited cancer centre and provide cancer services to a wider population of Northamptonshire and parts of Buckinghamshire.
We are proud to be the first hospital in the UK to have obtained Pathway to Excellence® designated accreditation from the American nurses credentialing centre (ANCC).
We celebrate staff achievements and value the importance of working as one big team. That's why we talk about Team NGH. It's all about working together to provide the best possible care for our patients and supporting each other to grow and develop our skills. We are driven to helping you to be the best you can be.
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative. We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.