Appointment Centre Clerk

Job overview

Working as part of the Appointment Services Team, within the Appointment Centre at Huddersfield Royal Infirmary for the Outpatient Directorate. The Appointment Services at CHFT have three busy teams responsible for the smooth running of outpatient services. The Phone team who receive phone calls from patients with a variety of enquires in relation to their appointments. The booking team who are responsible for the priority management of patients awaiting outpatient appointments, booking, cancelling, and rescheduling appointments in line with service need, providing clear communication to patients. The template team are responsible for the building of clinics throughout the trust ensuring that clinics match the needs of patients and clinicians and continue to meet the demands of each individual service. The post holder will be required to work across the department where required and will also be responsible for a range of general admin duties.

Aimed at staff that already work within the Appointment Services Team

Please note: This role involves working a shift pattern of Day (0800-1600) and Lates (1100-1900) and some Saturday working (0900-1200) all shift rosters are given with 6 weeks notice

Main duties of the job

Handling & receiving phone calls from patients and assisting them with a variety of enquiries including booking, rescheduling and cancelling appointments. Answering phone calls in a courteous and timely manner within a busy office environment.

Helping to achieve targets for the team whilst working in a friendly, vibrant busy office environment.

To proactively ensure all data held of the trust system is accurate and up to date. Assisting patients and booking transport for patients when necessary notifying the relevant department of any requirement the patient would have.

Detailed job description and main responsibilities

• Handling and receiving phone calls from patients and being able to assist them with a variety of enquiries including booking, rescheduling and cancelling appointments.
• Booking, cancelling and rescheduling appointments at the request of clinicians and services as well as being able to utilise relevant computer systems in order to ensure that patients are booked in priority order.
• To answer all calls and queries in a courteous and timely manner within a busy office environment.
• To be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet the 18-week referral to treatment pathways.
• Dealing with telephone, written, verbal and electronic enquires from external and internal sources.
• To proactively ensure that all information held on electronic systems is correct and up to date.
• Responsible for booking transport for patients when necessary and notifying the transport department of any cancellations or changes when required.
• To ensure that communication links are maintained with internal staff, GPs, Patients and other organisations to ensure swift resolution of any potential appointment/clinic issues.

• To transcribe data from multiple sources into the electronic patient record accurately.
• To manage and direct outpatient referrals via e-Referral, and to manage the work lists produced on the various systems mentioned relating to CHFT and action accordingly.
• To be responsible for contacting patients by telephone to remind them of pending appointments, changes and cancellations where possible re-negotiating appointments resulting from a hospital/patient-initiated cancellations.