Job summary

The Out Patient Appointment Centre (OPAC) for the Denmark Hill site of King’s College Hospital NHS Foundation Trust, are seeking to recruit a highly motivated Appointment Coordinator to provide support within a referral call and booking centre.

OPAC at Denmark Hill is the referral provision for new appointments booked via the e-referral system (eRS). The centre also operates a high volume call system for various services within the Trust, which will include dealing calls for patient requests to amend and rebook a new appointment during the centre’s working hours.

Main duties of the job

The post holder will work within a team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, referral centre teams, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between telephony and administrative duties.

About us

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1 billion, million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Date posted

08 March 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£26,618 to £28,065 a year per annum, inc HCA

Contract

Permanent

Working pattern

Full-time

Reference number

213-DH-6043

Job locations

Denmark Hill

London

SE5 9RS

Job description

Job responsibilities

<p id="job_description_large" style="white-space: Service Delivery

Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets

Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments

To make appointments in the appropriate clinics using Patient Information Management System (PIMS) and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the Two Week Rule for cancer referrals

Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or Division

Responsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processes

Responsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practice

Responsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures

Responsible for the amendment and cancellation of all appointments types (new and follow ups)

Responsibility for maintaining a direct booking system, by agreeing dates either with patients and/or GPs

To deal effectively with GP/Consultant queries regarding patient appointments and details for all Trust wide clinics

Ensure that any relevant information is communicated to patients and internal service users as appropriate

To scan all referrals entering the Trust and ensure that standards related to the capturing of minimal data set is met

To ensure that when requested, diagnostic tests are booked by the clinical speciality and an appropriate outpatient appointment is made (following negotiation with patient) to ensure results are available in clinic

To ensure that where necessary, interpreters are also booked in advance of the appointment date

Service and Data Quality

Ensure that all patient data set is recorded and amended in line with Trust Policy

To actively support the reduction in duplicate patient master index entries by reporting potential duplicates to the appropriate team

Support the improvement in data quality and NHS number completeness in line with Trust targets

To ensure the telephone is answered within the agreed time in line with the team call script

Process referral documentation in line with Trust and National Targets

Support the management team in implementing new outpatient information technology systems

Customer Service

To answer the telephone to all callers in a courteous and pleasant manner at all times on behalf of the Trust

Ensure that targets set by the management team for telephone call processing are met and maintained

Ensure that a customer focused approach is maintained at all times when dealing with callers and visitors to the service

Teamwork

Work as part of a team to ensure that both the team and individual performance targets are met and maintained

Work across allocated areas of responsibility to ensure that targets are met and maintained

Practice a flexible approach to working methods to ensure that team targets are met and maintained.

Job description

Job responsibilities

<p id="job_description_large" style="white-space: Service Delivery

Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets

Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments

To make appointments in the appropriate clinics using Patient Information Management System (PIMS) and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the Two Week Rule for cancer referrals

Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or Division

Responsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processes

Responsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practice

Responsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures

Responsible for the amendment and cancellation of all appointments types (new and follow ups)

Responsibility for maintaining a direct booking system, by agreeing dates either with patients and/or GPs

To deal effectively with GP/Consultant queries regarding patient appointments and details for all Trust wide clinics

Ensure that any relevant information is communicated to patients and internal service users as appropriate

To scan all referrals entering the Trust and ensure that standards related to the capturing of minimal data set is met

To ensure that when requested, diagnostic tests are booked by the clinical speciality and an appropriate outpatient appointment is made (following negotiation with patient) to ensure results are available in clinic

To ensure that where necessary, interpreters are also booked in advance of the appointment date

Service and Data Quality

Ensure that all patient data set is recorded and amended in line with Trust Policy

To actively support the reduction in duplicate patient master index entries by reporting potential duplicates to the appropriate team

Support the improvement in data quality and NHS number completeness in line with Trust targets

To ensure the telephone is answered within the agreed time in line with the team call script

Process referral documentation in line with Trust and National Targets

Support the management team in implementing new outpatient information technology systems

Customer Service

To answer the telephone to all callers in a courteous and pleasant manner at all times on behalf of the Trust

Ensure that targets set by the management team for telephone call processing are met and maintained

Ensure that a customer focused approach is maintained at all times when dealing with callers and visitors to the service

Teamwork

Work as part of a team to ensure that both the team and individual performance targets are met and maintained

Work across allocated areas of responsibility to ensure that targets are met and maintained

Practice a flexible approach to working methods to ensure that team targets are met and maintained.

Person Specification

Booking of e referrals and appointments

Essential

  • Patient appointment booking
  • Call centre experience
  • Systems experience for data quality checks
Person Specification

Booking of e referrals and appointments

Essential

  • Patient appointment booking
  • Call centre experience
  • Systems experience for data quality checks

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .

Additional information

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .