Administration Booking Clerk

Job summary Previous Applicants Need Not Apply.We are looking for an experienced, forward thinking administration clerk to join our friendly and dynamic team within the Therapies department at Warwick Hospital (and at other locations where necessary to provide cover).Excellent communication, organisational and proven administration and IT skills are vital in these frontline roles to provide support in the smooth running of this busy call centre and outpatient department.Experience of dealing with the public would be advantageous to these roles, as would knowledge of the Lorenzo and eRS , but training is available.
A large percentage of these roles involve liaising with patients over the telephone arranging appointments across various locations.
Main duties of the job To be responsible for providing confidential, accurate and efficient clerical and administrative support for the Therapies service.To work as part of the Therapies team to provide a high quality customer service.
About us Come and join a Trust rated Outstanding by the CQC.
South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county.
We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.Our values can be summed up in one sentence.
We are 'Trusted to provide safe, effective and compassionate care'.
Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work.
It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Job description Job responsibilities Responsible for organising appointments and maintaining the scheduling system for the therapy services provided by Trust across various locations.To deliver a high quality, effective response when answering calls.
Displaying effective listening, directed questioning and summarising skills.Manage difficult calls with tact and diplomacy.
To act on own initiative in the absence of senior physiotherapy staff to resolve any queries / problems, fill vacant appointments, maximise clinic capacity and use resources variably.To liaise with surgeries to resolve patient queries regarding appointments.To carry out department administration tasks as required and to be solely responsible for one or more areas; to include MDT Pain, Neuro, Pulmonary Rehabilitation, Occupational Therapy, Pelvic Health, Physiotherapy led classes, HR issues, stationery ordering anddischarges and solicitors requests for information.Administration tasks will include producing clinic letters, raising requests for invoices, using databases and liaising with patients, physiotherapy staff, occupational therapy staff, consultants, , other healthcare professionals and legal authorities to maintain an efficient and professional service.Utilising the Directory of Services efficiently to signpost calls appropriately.To file and retrieve patient records within the Therapies department, the on-site and off-site storage areas in order to maintain the smooth running of the department and treatment of patients.To open and distribute departmental post, prioritising anything that requires urgent attention and ensure relevant documentation is acted on promptly and appropriately.To receive and sign for items delivered to the department and ensure their appropriate distribution.To be responsible for the facilities within the therapies department, reporting any defects to senior staff and the facilities maintenance department.
To monitor and chase completion of booked work.To provide induction training on the day-to-day processes of the reception area to new administrative / booking staff.
To provide continuous support and advice to less experienced members of the administrative team.Maintain patient confidentiality at all times in accordance with the data protection act.Information and Data UseAuthorised to use the hospital IT (Lorenzo) system to register, view and retrieve patient information, on behalf of the physiotherapy staff, as requested and to use this system to schedule, manage, negotiate, arrange and amend therapy appointments and clinics.To enter relevant information, in an accurate and timely manner.
patient demographic, appointment details and scheduling data.CommunicationTo be the first point of contact for patients and visitors to the department, at all times being professional, courteous and ensuring tact and sensitivity, particularly where there are barriers to understanding, language difficulties, stress, fear, pain.To be the first point of contact for complaints within the department, negotiating with patients / visitors displaying challenging behaviour.
Liaising with senior department staff to provide an effective and timely solution in line with Trust policy.To liaise with all service users (NHS staff, Doctors, Patients, Relatives and Carers etc), politely, concisely and in a helpful and professional manner at all times.To provide non-clinical advice and information regarding appointments, processes or procedures to patients, visitors and other members of hospital staff, as required.
Person Specification Qualifications Essential GCSE or equivalent in Maths & English at grade C or above RSA or NVQ level 3 or equivalent experience Desirable Trained in use of Lorenzo IT system Experience Essential Experience of reception duties Minimum of 2 years' experience working with the public Minimum of 2 years' experience of working as part of a team Desirable Experience of working in a healthcare environment Knowledge of medical terminology Skills Essential Knowledge of a computerised booking / appointment system Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety Ability to cope working in a stressful environment and with emotional or aggressive patients and carers Excellent command of the English language Excellent written, verbal and non-verbal communication skills Good negotiating skills Ability to multi task Excellent telephone manner Desirable Competent IT skills Understanding of therapy role and terminology Personal Qualities Essential Organised and able to prioritise Flexible and reliable Able to work effectively under pressure and frequently difficult / distressing circumstances Able to work on their own but also as part of a team Empathetic Good problem solving skills Other Essential Passes occupational health and CRB clearance Car driver Flexible approach with ability to work flexibly between hours of to Ability to work within call-centre conditions with constant interruptions