Clerical Officer - Medical Records – Appointments Team

Job Overview Secondments must be agreed with current line manager. A fantastic opportunity has arisen for two Appointments Officers to come and join our lovely Appointments team within Medical Records on an 18 month fixed term contract. Within Medical Records the appointments team are responsible for booking appointments, printing referrals and communicating with patients over the phone. You may also be required to work within our small call centre team receiving outbound calls from patients or with our Outpatient Reception team booking in patients for their appointments and making follow up appointments. There may be a requirement to work flexibly across sites at Leighton Hospital and Infinity House. We are looking for dedicated individuals with an attitude to learn and must be organised and work on their own initiative. The successful applicants must have a can do attitude and an approachable manner and have excellent telephone skills. They must be a team player and have the ability to multitask in a busy environment. If this sounds like you then please apply now, we would love to hear from you!

Main duties of the job The successful applicants will be expected to act in a professional manner, adhering to strict information governance guidance and always ensure patient confidentiality. The department are continuously looking to improve the service offered and all members of the team are encouraged to suggest new ideas and ways of working. There may be times when the successful applicant may be required to work flexibly within the department dependent upon business need and patient demand. Flexibility is expected with regards to working hours to support the service.

Working for our organisation Mid Cheshire Hospitals NHS Foundation Trust (MCHFT) provides good quality, safe and effective healthcare to the people of Cheshire and beyond. The Trust, which manages Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford, was established as an NHS Trust in April 1991 and became a Foundation Trust in April 2008. We employ almost 5,000 members of staff, provide around 540 hospital beds, with a range of services including accident and emergency, maternity, outpatients, therapies, and children's health. The Trust is also part of Central Cheshire Integrated Care Partnership (CCICP), a unique local health partnership that provides a range of community services for people across South Cheshire and Vale Royal. During the Coronavirus pandemic, the Trust was recognised nationally for its ‘Be Safe Be EquiPPEd’ campaign, which aimed to make the Trust as safe as possible for staff and patients, through supporting the correct use of PPE. At Mid Cheshire, we value our staff and appreciate that in order to give our patients the best quality, compassionate care, we also need to look after our colleagues.

Detailed Job Description And Main Responsibilities Appointments – responsible for booking outpatient appointments, managing waiting lists and liaising directly with patients or carers. The candidate will also be required to help support the printing of patient referrals. This role is desk based. Call Centre – a central contact centre that manage telephone queries from patients/ carers and requests to rebook appointments. This role is desk based.

Successful Applicants Will Need To Demonstrate Excellent communication skills Customer service experience Computer literacy Self- motivation Good organisational skills Ability to pay attention to detail

Person specification Qualifications Essential criteria GCSE Maths and English (grade C or above), or equivalent qualifications. Or Successful completion of the rotational apprenticeship scheme within Health Records/Outpatients. Awareness of the need for confidentiality in accordance with Data Protection Act and national/local guidelines Desirable criteria Knowledge of Trust systems: Meditech, Somerset, NHS e-Referral Service, Bookwise, Envoy.

Skills Essential criteria Ability to communicate well verbally and in writing. Effective customer service skills Patient centred, adaptable, willing to change and suggest ideas for improvement Ability to work as part of a team and under own supervision Ability to work under pressure in a methodical and logical manner Desirable criteria Ability to solve problems & make decisions under pressure.

Experience Essential criteria Customer Service training/experience Proficient use of Microsoft office