Outpatients Administration Clerk

Job overview

**Please note: Previous applicants need not apply**

**This role is not eligible for sponsorship**

Outpatient Administration Clerk - Call Centre

22.5 hours per week

Permanent

Salary: £24,169 per annum

Closing Date: 29th May 2025

Interview Date: TBC

**This post may close early due to high numbers of applications, so you are advised to apply promptly.**

All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.

We welcome applications from the Armed Forces Community – get in touch to find out more

#JoinTeamEliot

We have exciting opportunities to join our Outpatients Administration team on a part time permanent basis.

Part time post; Working week after training period will be as follows.

Post: Monday, Tuesday, Wednesday 14:30-19:00 and Thursday and Friday 08:00-12:30

All posts will be allocated a Saturday morning shift on a rota basis with time back during the week.

You are invited to join our dynamic and highly effective administrative Outpatient teams, where you will have the chance to learn and develop new skills.  You will be working across our Outpatient administration areas.

Main duties of the job

To provide a specialised, comprehensive and confidential administration service, working primarily in the Patient Call Center in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.

Detailed job description and main responsibilities

• Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
• Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
• Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
• To act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
• To ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
• To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
• To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
• Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
• Registration of internal referrals.
• Management of e-referrals on the Electronic Referral Service (eRs)
• Booking of all patient appointments in line with Trust and National targets.
• Contacting patients for short notice appointments aiding clinic utilisation.
• Managing the external Outpatient letter system.
• Managing the NHS mailbox for IPTs.
• Referral verification (chasing missing referrals).
• Contacting patients to inform them of short notice clinic cancellations / reschedules.
• Greet patient’s check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
• Direct patients to appropriate areas.
• To outcome all patients’ attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNA’s or added to the waiting list in accordance with agreed procedure.
• To cancel, re-appoint and reschedule patient’s appointments at patient or Consultant request.
• Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email. communication. Act on the information and distribute accurately.
• To prepare all necessary documentation and/or paperwork for clinics
• To telephone patients at short notice to fill empty clinic slots.
• To correct any operator errors within Lorenzo following protocol.
• Works flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
• To ensure that Consultants are aware of any patients who DNA’d clinic appointment and undertake action as required.
• To open and sort Outpatients post daily and to take appropriate action.
• To provide cover in any other team or department within the Directorate if required.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.