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Outpatient Booking Officer

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Frimley Health NHS Foundation Trust

23d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • People, HR & Administration
    Healthcare

AI generated summary

  • You need GCSEs in English and Maths, ECDL, NVQ Level 3 in Administration, hospital experience, strong communication and customer service skills, and knowledge of NHS procedures and terminology.
  • You will manage patient calls professionally, ensure respectful treatment, support administrative tasks, maintain confidentiality, update patient information, and assist with IT systems and modernization projects.

Requirements

  • GCSE English and Maths pass or equivalent
  • ECDL or equivalent
  • NVQ Level 3 Administration or equivalent practical knowledge
  • Experience of working in a hospital or busy office environment
  • Significant experience in difficult patient situations.
  • Customer care experience
  • Good communication skills both verbal and in writing
  • Demonstrate attention to detail and accuracy when completing tasks
  • Excellent customer service skills and evidence of dealing with telephones and meeting targets
  • Time management skills
  • Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
  • Ability to communicate appropriately and professionality to patients and staff at different levels
  • Knowledge of clinical and surgical procedures
  • Knowledge of medical terminology
  • Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy.

Responsibilities

  • To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.
  • To ensure all patients and visitors are treated with dignity, respect and empathy at all times.
  • To deal with patients in a polite and respectful manner complying with their requests where possible.
  • To support the Trust in delivering NHS targets.
  • To respond in a timely fashion to all administrative duties within the team.
  • To support the implementation of all new IT and patient administration systems.
  • Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways.
  • To be multi-skilled in your working role and able to assist in all areas of the department as and when required.
  • To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy.
  • To ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the patient administration system in accordance with Information Quality Assurance.
  • To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.

FAQs

What are the working hours for the Outpatient Booking Officer position?

The working hours are full-time at 37.5 hours per week, from Monday to Friday, 9:00am to 5:00pm.

Is visa sponsorship available for this role?

No, this position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.

What qualifications are required for the Outpatient Booking Officer role?

Applicants must have GCSE English and Maths pass or equivalent, ECDL or equivalent, and NVQ Level 3 Administration or equivalent practical knowledge.

What experience is necessary for candidates applying for this position?

Essential experience includes working in a hospital or busy office environment, significant experience in difficult patient situations, and customer care experience.

Are there desirable criteria for this role?

Yes, desirable criteria include NHS experience and call center experience.

What skills and knowledge are required for this position?

Required skills include good communication skills, attention to detail, excellent customer service skills, time management skills, and the ability to communicate professionally with patients and staff.

Is knowledge of medical terminology necessary for this job?

While not essential, knowledge of medical terminology and clinical and surgical procedures is considered desirable.

How does the organization support its staff?

Frimley Health NHS Foundation Trust offers first-class development opportunities, a healthy work-life balance, and encourages flexible working arrangements to meet staff and service needs.

What commitment does the Trust have towards sustainability?

The Trust is committed to sustainability and the NHS Net Zero ambition, focusing on environmentally responsible and energy-efficient design in its new hospital and estate developments.

Are there opportunities for professional development in this role?

Yes, Frimley Health NHS Foundation Trust provides a wide range of professional, management and leadership, and clinical skills training for all staff.

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Frimley Health NHS Foundation Trust

Our vision is to be a leader in health and wellbeing, delivering exceptional services for our communities.

Science & Healthcare
Industry
10,001+
Employees
2014
Founded Year

Mission & Purpose

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As well as a performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. The Trust’s vision is to lead in delivering exceptional health and well being services to our communities. Turning our vision into reality, we are continuing to make significant invest in our infrastructure and facilities, striving for excellence and empowering our people to deliver excellence. Providing a supportive, dynamic MDT working environment, allowing our teams to deliver high quality patient care and achieving work life balance, whilst encouraging continuous professional development. We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in Health & Wellbeing, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. Services are delivered from three main hospital sites: Frimley Park Hospital (Camberley) Heatherwood Hospital (Ascot) Wexham Park Hospital (Slough) Additionally, the Trust delivers outpatient and diagnostic services from Aldershot, Farnham, Fleet, Windsor, Maidenhead and Bracknell bringing a range of services closer to these communities. We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties. We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June 2022 and we are already beginning to reap the benefits of this ambitious investment. Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients.