Job summaryThe post holder will be responsible for booking outpatient appointments over the Trust sites. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems. The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.Previous applicants need not applyMain duties of the jobo To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trusto To ensure all patients and visitors are treated with dignity, respect and empathy at all timeso To deal with patients in a polite and respectful manner complying with their requests where possibleo To respond in a timely fashion to all administrative duties within the teamo Assist and be pro-active in all modernisation projects that concern the team and improve patient pathwayso To be multi-skilled in your working role and able to assist in all areas of the department as and when requiredo To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policyo To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.o To liaise with the team leader to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may ariseo To adhere to the Trust values of being committed to excellence, working together and facing the futureo Follow all Trust and local policies and procedures at all timeso To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formalAbout usFrimley Health NHS Foundation Trust provides NHS hospital servicesforaround 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other,Committed to Excellence,WorkingTogether and Facing the Future.We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnelworkingalongside the hospital's NHS staff providing care to patients in all specialtiesJob descriptionJob responsibilitiesPlease see attached job description for all key and main responsibilities for this position which is detailed in depthPerson SpecificationQualificationsEssentialGCSE English and Maths pass or equivalentECDL or equivalentNVQ Level 3 Administration or equivalent practical knowledgeExperienceEssentialExperience of working in a hospital or busy office environmentSignificant experience in difficult patient situations.Minimum of 1 year customer care experienceDesirableNHS experienceCall centre experienceSkills & KnowledgeEssentialGood communication skills both verbal and in writingDemonstrate attention to detail and accuracy when completing tasksFlexible and balanced approach to workAbility to work under pressureAbility to work using own initiativeExcellent customer service skills and evidence of dealing with telephones and meeting targetsExceptional interpersonal skillsEmpathetic problem solving skillsTime management skillsMulti-tasking skillsAccurate and methodicalLogical thinker, able to reason, analyse situations effectively and deal with a multitude of queriesPersuasive/negotiating skillsAbility to escalate any issues as necessaryAbility to communicate appropriately and professionality to patients and staff at different levelsAbility to act on own initiative,Ability to prioritise workloadCall centre experienceNHS experienceGood knowledge of NHS targetsKnowledge of clinical and surgical proceduresKnowledge of medical terminologyKnowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access PolicyAssessing problems and queries and understanding which can be resolved and which must be passed on.DesirableCall centre experienceNHS experienceGood knowledge of NHS targetsKnowledge of clinical and surgical proceduresKnowledge of medical terminologyKnowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy.Disclosure and Barring Service CheckThis 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 SponsorshipApplications 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).Employer detailsEmployer nameFrimley Health NHS Foundation TrustAddressWexham Park hospitalWexham RoadSloughSL2 4HLEmployer's websitehttps://www.fhft.nhs.uk/ (Opens in a new tab)