Appointments Administrator

Closing Date 17th June 2021

Reference AA/21/06

Kingsbridge Healthcare Group are currently recruiting for an additional Appointments Administrator in their Outpatients Department. These roles encompass the backbone of the patient pathway process and successful candidates will gain first-hand knowledge of how each department facilitates the patient’s journey from initial enquiry to discharge.

Location	21 Old Channel Road, Titanic Quarter, Belfast
Salary	£17,375 per annum, plus bonus scheme
Department	Patient Services - Call Team
Contract	Full time, Permanent
Hours	37.5 per week: Mon – Fri, 9am to 5pm
Responsible to	Appointments Assistant Manager
Accountable to	Group Customer Services Manager

Job Summary

As an Appointments Administrator, you will be responsible for ensuring the smooth and efficient transition of all patients from initial enquiry, through to eventual discharge and follow-up appointments. Appointments Administrators are the first and last point of contact for patients and are therefore responsible for delivering and maintaining the excellent standard of service that Kingsbridge patients can expect and have become accustomed to. A key part of the role will involve managing a high volume of incoming patient enquiries via telephone, email, and web-based communication. The successful candidate will quickly become knowledgeable of all aspects of the Group’s service provision and provide accurate and timely advice to all external stakeholders.

Another key part of the role will involve the scheduling and management of patient appointments, consultations, and surgical procedures. Appointments Administrators assist with the efficient use of hospital capacity whilst ensuring that all patients are seen in a timely manner that suits their own schedule.

We are looking for candidates with strong communication skills who can confidently respond to a high volume of enquiries across a range of clinical areas whilst staying organised and proactive to ensure that patients receive their preferred outcomes. Excellent customer service is something that should come naturally to you along with the ability to display empathy and demonstrate strong listening skills.

Key responsibilities:

Accurate record keeping of all interactions will be essential in order that maximum value can be derived from any potential patient enquiry.
Efficient, effective, and focused response to all enquiries via telephone and email while displaying empathy and working to resolve patient queries.
Following up on enquiries by phone and email.
Proactively follow the Patients’ Pathway to ensure Consultations, Investigations, Procedures and Reviews are all booked accordingly.
Process and book all referrals within appropriate time frames.
Scheduling of surgical procedures within specific time scales.
Ensuring that all patient treatment records are accurate and up to date.
Liaising with colleagues across a variety of teams.

The above list is not exhaustive and additional / alternative tasks may be required from time to time as directed.

Person Specification:

Factor	Essential	Desirable
Qualifications	5 GCSE grades A-C including Maths and English or equivalent.
Experience	6-12 month’s customer service experience. Excellent IT skills with proven experience in Microsoft packages. Demonstrable ability to prioritise work, meet deadlines and work calmly under pressure.	Background in medical administration would be advantageous. Previous experience of CRM/databases.
Special Knowledge and Skills	Understanding of the Data Protection Act and importance of confidentiality. Ability to multi-task, and work to deadlines. The ability to communicate effectively with a wide and varied range of people e.g. medical professionals, colleagues, patients or customers. Keen attention to detail and the reliability to convey accurate information.	Knowledge of medical terminology.
Personal Attributes	Polite and patient verbal manner. Excellent spoken and written communication. Proactive and enthusiastic approach to work. Highly organised and capable of prioritising tasks. Confidence in your own ability to manage changing deadlines / demands.