Stockport NHS Foundation Trust
Senior Clerical Officer
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Job Description
Role Overview
Take part in managing, daily, all appointment administration undertaken within the Outpatient Booking Team
Responsibilities
- Manage and monitor the outpatient waiting list
- Book appointments
- Ensure that all clinics are fully utilized
- Process patient referrals into the trust
- Answer incoming calls from all our customers in a professional and appropriate manner and assist with specific enquiries
- Make outgoing calls, negotiating appointment dates and times with patients
- Deal with and respond to complaints in a positive manner
- Access and update various IT systems i.e. the Trust Patient Administration System, the national Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and other IT systems
- Ensure accurate and quality data entry at all times
- Any other duties commensurate with the role
Additional Duties
- Register referrals from all sources on the patient administrative system (Patient Centre) and book appointments in accordance with clinical need and within local and national targets
- Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using Patient Centre and the national E-Referral Service systems to record appointments made
- Manage the Envoy reminder service responses
- Offer appointments to suspected cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database
- Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List
- Upload all new referrals to the Evolve scanning system, and process their return
- Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department
- Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action
- Input, monitor and manage patient information on various IT systems
- Discharge old and expired episodes on PAS, completing and updating the patient’s pathway
- Liaise with referrers/ GP practices regarding incorrect patient information or referrals
- Liaise with multidisciplinary internal teams regarding clinic utilisation
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Company Overview
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers. We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population. We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
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If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods. We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits We Offer To You
- Between 27-33 days of annual leave plus bank holidays
- NHS pension scheme membership
- Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
- NHS Staff discounts
- Cycle to work scheme
- Salary finance – for loans, savings, budget planning and tips on managing debt
- Stockport Credit Union– for local financial advice
For further details / informal visits contact:
Name: Marcus McCluskeyWright
Job title: Assistant Directorate Manager
Telephone number: 0161 419 2199
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