Appointment/Administration Clerk

Job overview

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn.

An exciting opportunity has arisen to join the AHP Therapy Referral Centre team.   We are passionate about delivering an excellent service to our patients and our administration team play a crucial role in achieving this.

The successful candidates will be able to join the team, working full-time (37.5hrs), Monday to Friday 8:30-16:30.  They will be responsible for taking calls, booking patient appointments and general administration.  They will act as the first point of contact for all patients, referrers, care homes to arrange, re-arrange, or cancel appointments by either telephone, email or letter and process referrals and record accurate information onto the Trusts’ systems as well as print, copy and distribute materials, reports, letters etc., produced by clinicians.

We therefore require for the candidates to have previous administration/call centre experience, telephone/communication skills, as the team operates in a very busy call centre environment.

Following initial in-person training and competencies (signed off by Team Lead and Manager), there is an option for Hybrid, or home working.

Please note, this advert may close early dependent on the number of applicants received.

Main duties of the job

We are looking for a full-time member of the team (working Monday to Friday 08:30-16:30) to provide administrative and clerical support for the AHP Therapy Referral Centre community care services, using various systems and software's.

To communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties as a result of old age, hearing loss, pain, fear and language or learning difficulties.  Information has to be communicated using relevant speed, accuracy, tact, understanding and confidentiality.

Detailed job description and main responsibilities

KEY RESPONSIBILITIES

• To communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties as a result of old age, hearing loss, pain, fear and language or learning difficulties.  Information has to be communicated using relevant speed, accuracy, tact, understanding and confidentiality.
• To work as part of a team and also individually to provide high quality referral services and provide cover when needed during times of staff absence or annual leave.
• To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.
• To appoint, cancel and rearrange appointments as required using the (Rio) Referral system.
• To answer telephone enquiries from members of the public and other healthcare
• To work process letters as appropriate in relation to booking.
• To provide support and advice, maintain channels of communication and links with clinical and other staff within the department.
• To manage the day-to-day running of clinics ensuring they are used to capacity.
• The role is varied and requires confidentiality, initiative, flexibility and capacity of handling peaks in the work programme and an ability to relate to a wide range of individuals on behalf of the MPFT.
• Recording accurate, confidential and sensitive patient information.
• Methodical and able to work under pressure Please read Job Description and Person Specification for full details