Working Hours:

• 37.5hrs per week
• Current office hours are between the hours of 8am – 8pm
• Monday – Friday
• Three shift patterns of 8am - 4.15pm | 8.45am - 5pm | 11.45am - 8pm (this is subject to change with the needs of the service)
• Split shifts are not available

Location: Multi-site across Imperial College Healthcare NHS Trust locations.

Duties include (but are not limited to) the following:

Communication/Customer Service

• To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and colleagues face to face and on the telephone.
• To liaise with medical, nursing and administrative staff as well as General Practitioners as required, seeking guidance and advice as necessary.
• To produce letters regarding admission and appointment dates for patients and GPs in a timely fashion and ensure letters are accurate and up to date.

Administration

• Ensure Pre-assessment appointments are arranged, where required, for all patients to be admitted in a timely manner and that the results of pre-assessment are recorded and acted upon.
• Maintain and update lists of patients due for admission and appointments in the appropriate format
• To ensure that case notes relating to new registrations are tracked on PAS and relevant documentation is filed within the folder.

Data Quality

• To ensure patient information is accurately recorded on hospital information systems as required.
• To update patient information held on hospital systems and, at every opportunity, check the accuracy of that information.

Immigration status: the Trust is unable to offer certificates of sponsorship, therefore candidates requiring this will not be considered

• Evidence of competence in literacy and numeracy
• Evidence of experience in dealing with the public
• Ability to analyse waiting list reports and other sources of information and make judgements about booking patients based on those reports
• Ability to plan and organise activities up to 13 weeks in advance (e.g. admission and appointment dates)
• Ability to enter data every day into computer systems using keyboard skills to a high level of speed and accuracy
• Ability to undertake administrative tasks and switch, without notice, to dealing with frequent customer and telephone enquiries
• Excellent oral and written communication skills
• Able to problem solve
• Able to work to deadlines
• Punctual
• Able to deal with difficult situations with patients, public and visitors both face to face and on the telephone who may be anxious or distressed about health related issues in a tactful and sensitive manner.
• Ability to communicate with patients, public and visitors face to face and on the telephone for whom English may not be a first language or who may have other communication difficulties.

• An understanding of admissions/outpatients booking and waiting list procedures equivalent to NVQ Level 3 which may have been gained through formal study or previous work experience.

• Formal customer care training.

Full induction/training provided by the service upon starting

Development opportunity: possibility of moving to a higher band role within the service

You must first register with Work Hounslow before applying for this role.

A member of the team will get in touch to assign you to an employment adviser who can discuss the role and application process further with you.

The application process will involve:

• Submitting a targeted CV
• Attending an in-person interview on site, if you are shortlisted