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- Tasks: Join our team to manage patient appointments and provide excellent customer service.
- Company: Be part of Calderdale and Huddersfield NHS Foundation Trust, dedicated to compassionate care.
- Benefits: Enjoy flexible working hours, potential remote work, and a supportive team environment.
- Why this job: Make a real impact in healthcare while developing your skills in a vibrant office setting.
- Qualifications: GCSEs in English and Maths required; customer service experience is a plus.
- Other info: Full-time role with a shift pattern; training provided for all systems used.
The predicted salary is between 19600 - 26400 £ per year.
Main area Appointment Centre Clerk Grade NHS AfC: Band 2 Contract 12 months (Fixed term) Hours
- Full time
- Flexible working
37.5 hours per week (up to 37.5 hours per week) Job ref 372-FSS2672
Employer Calderdale and Huddersfield NHS Foundation Trust Employer type NHS Site Huddersfield Town Huddersfield Salary £23,615 per annum, pro rata Salary period Yearly Closing 29/12/2024 23:59 Interview date 13/01/2025
Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.
We are committed to recruiting to our values. Leading One Culture of Care underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care.
We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require.
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 enquiries 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.
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 on 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 enquiries 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.
Person specification
Qualifications/ training
- GCSE English grade 3 -9, (A*-D, or equivalent), GCSE Mathematics grade 3 – 9, (A*-D, or equivalent)
- ECDL or Microsoft package
- Customer focused training already undertaken
KNOWLEDGE, EXPERIENCE & EXPERTISE
- Experience of working within in a customer focused setting, office/admin environment
- Motivation to develop the role and themselves
- Experience using various administrative computer systems and good computer skills
- Experience of working within an office-based NHS setting
- Knowledge of EPR / E-Referral (ERS) / System1
Practical/Intellectual Skills/Personal Qualities
- Good organisational skills
- Ability to demonstrate excellent communication skills.
- Good oral, verbal and written communication skills
- Able to work quickly and accurately
- Able to work on own and as part of a team
- To prioritise workload and work to deadlines
Please ensure your application is submitted with referees who can verify your employment/education history over the last three years and include valid email addresses for them. We will request electronic Factual Employment References from your previous employers. These references will be requested before you are issued with an unconditional offer of employment letter.
If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system. The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.
You may be required to undertake a DBS. The Trust will administer the DBS check on your behalf and will recover the cost (Enhanced £54.40, Standard £26.40 or Basic £26.40) from your salary when you commence in post (including Internal staff). You will also be required to participate in the DBS Update Service and pay the £16 cost per year. This is a condition of your employment.
CHFT is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.
If you have any questions please contact ask.recruitment@cht.nhs.uk for assistance.
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Appointment Centre Clerk employer: Calderdale and Huddersfield Solutions Ltd
Contact Detail:
Calderdale and Huddersfield Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Appointment Centre Clerk
✨Tip Number 1
Familiarise yourself with the NHS structure and the specific services offered by Calderdale and Huddersfield NHS Foundation Trust. Understanding their values and how they prioritise patient care will help you align your responses during the interview.
✨Tip Number 2
Practice handling phone calls in a busy environment. You might want to simulate scenarios where you have to manage multiple enquiries at once, as this role requires excellent communication skills and the ability to multitask effectively.
✨Tip Number 3
Brush up on your computer skills, especially with administrative systems like EPR or System1. Being comfortable with these tools will not only boost your confidence but also demonstrate your readiness for the role.
✨Tip Number 4
Prepare questions about flexible working arrangements and team dynamics. Showing that you're interested in how the team operates and how you can fit into their culture will reflect positively on your application.
We think you need these skills to ace Appointment Centre Clerk
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and administrative roles. Emphasise any previous work in a healthcare setting, especially if you have experience with appointment scheduling or handling patient inquiries.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the NHS values. Mention specific skills that align with the job description, such as excellent communication skills and the ability to work under pressure in a busy environment.
Highlight Relevant Qualifications: Clearly list your qualifications, particularly your GCSEs in English and Mathematics, and any customer-focused training. If you have experience with EPR or similar systems, make sure to mention it as it is relevant to the role.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A well-presented application reflects your attention to detail, which is crucial for the Appointment Centre Clerk role.
How to prepare for a job interview at Calderdale and Huddersfield Solutions Ltd
✨Know the Role Inside Out
Make sure you understand the responsibilities of an Appointment Centre Clerk. Familiarise yourself with the tasks mentioned in the job description, such as handling phone calls, booking appointments, and managing patient data. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Communication Skills
As this role involves a lot of interaction with patients and colleagues, be prepared to showcase your excellent communication skills. Practice answering questions clearly and concisely, and think of examples where you've successfully communicated in a busy environment.
✨Demonstrate Customer Focus
Since the position is customer-focused, be ready to discuss your experience in providing excellent service. Think of specific instances where you went above and beyond to assist a customer or resolve an issue, as this will highlight your commitment to patient care.
✨Prepare for Flexibility Questions
Given the flexible working arrangements mentioned in the job description, be prepared to discuss your availability and willingness to adapt to different shift patterns. This shows that you are open-minded and ready to meet the needs of the team.
