Great Western Hospitals NHS Foundation Trust
We are looking for a Patient Experience Clerk to work part time. You will develop and maintain an effective, friendly and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, you will continually improve service delivery liaising with key stakeholders through effective staff and process management and control. Main duties of the job
Operationally responsible for the delivery day-to-day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment. Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a smile at all times. Operationally responsible for day-to-day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation. Responsible for the standard and quality of the Outpatient Administration, requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality. About us
Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined-up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives. Job responsibilities
Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trust's Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators. Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trust's Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures. Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms. Manage follow-up patient wait list for service by validating the Validation tool completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame. Person Specification
Qualifications
GCSE 3 or above including Maths and English NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role Evidence of formal management development Evidence of continuing professional development Evidence of Health & Safety training ECDL qualification or other formal IT training / qualification Project management training, e.g. PRINCE 2 Experience
Evidence of significant administrative experience within a customer-focused environment. Evidence of successful staff management including performance, recruitment, training and absence management. Evidence of successful process design and implementation. Experience and understanding of outpatient services and performance indicators. Experience in implementing NHS policies and guidelines relevant to outpatient services. Past experience of working in an area specialising in healthcare appointment making. Experience of managing projects. Knowledge and skills
Able to prioritise workload of self and others, and work without direct supervision. Able to act on own initiative and deal with non-routine and sensitive issues. Demonstrate excellent management techniques and skills. Demonstrate performance management across administrative teams. Experience of resolving issues proactively using analytical skills, interpersonal skills, communication, influence and persuasion. Use of PRINCE 2 software or other project management planning systems/tools. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Great Western Hospitals NHS Foundation Trust £24,071 to £25,674 a year per annum pro rata
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We are looking for a Patient Experience Clerk to work part time. You will develop and maintain an effective, friendly and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, you will continually improve service delivery liaising with key stakeholders through effective staff and process management and control. Main duties of the job
Operationally responsible for the delivery day-to-day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment. Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a smile at all times. Operationally responsible for day-to-day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation. Responsible for the standard and quality of the Outpatient Administration, requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality. About us
Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined-up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives. Job responsibilities
Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trust's Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators. Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trust's Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures. Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms. Manage follow-up patient wait list for service by validating the Validation tool completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame. Person Specification
Qualifications
GCSE 3 or above including Maths and English NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role Evidence of formal management development Evidence of continuing professional development Evidence of Health & Safety training ECDL qualification or other formal IT training / qualification Project management training, e.g. PRINCE 2 Experience
Evidence of significant administrative experience within a customer-focused environment. Evidence of successful staff management including performance, recruitment, training and absence management. Evidence of successful process design and implementation. Experience and understanding of outpatient services and performance indicators. Experience in implementing NHS policies and guidelines relevant to outpatient services. Past experience of working in an area specialising in healthcare appointment making. Experience of managing projects. Knowledge and skills
Able to prioritise workload of self and others, and work without direct supervision. Able to act on own initiative and deal with non-routine and sensitive issues. Demonstrate excellent management techniques and skills. Demonstrate performance management across administrative teams. Experience of resolving issues proactively using analytical skills, interpersonal skills, communication, influence and persuasion. Use of PRINCE 2 software or other project management planning systems/tools. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Great Western Hospitals NHS Foundation Trust £24,071 to £25,674 a year per annum pro rata
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