Administration Assistant - Outpatients Department

Job summary

We are looking for an enthusiastic and motivated individual to join our well-established, friendly and busy Outpatients team to provide a first class service for our patients, working in our Appointments team and Reception areas at Ipswich Hospital and IP City.

You should have a proven record in customer service and experience of working with the public. You will have good communication and Information Technology skills, the ability to work well in a team and excellent attention to detail and accuracy.You will also need to be able to plan and prioritise effectively.

Our operational hours are Monday - Thursday 8 -18.30 and Friday 8 -17.00.

You will need to be flexible across the working week in line with service requirements and this may include occasional weekend work and weekdays until 8pm.

Main duties of the job

• Contacting patients by telephone to arrange appointments - using the workqueues to assist and manage priority and date order.
• Ensure patient cancellations/changes/Rebooked appointments are recorded appropriately on all relevant Trust systems.
• In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.
• Have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
• Using the relevant IT systems to register patients and checking personal details, updating where necessary
• Ensure regular, efficient validation of all workqueues in accordance with Trust Policies.
• Answering telephone enquiries from patients calling into Outpatient phone lines querying appointments, wait times and such like, in an efficient manner and ensuring appropriate follow through using initiative to deal with routine enquiries and referring complex queries to the relevant department.

About us

We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.

We are one of the largest NHS organisations in England, employing more than 12,000 staff.

We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.

Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.

Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.

We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.

If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.

Find out about living and working here - www.youtube.com/watch v=GkPu7HphU8A