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Appointments/Call Centre Officer NHS AfC: Band 3 Full Time

at St Helens & Knowsley Teaching Hospitals London in London (Published at 27-09-2021)

Main area
Admin & Clerical
NHS AfC: Band 3
Fixed term: 12 months
Part time - 22.5 hours per week
Job ref
St Helens Hospital
St Helens
£20,330 - £21,777 per annum pro rata
Salary period
Today at 23:59

Job overview

An exciting and challenging opportunity has become available for an Appointments / Call Centre Officer within Patient Booking Services. The post holder will be responsible for providing clerical and administrative support to the department. You will work closely with a wide range of staff across the Organisation, including other hospitals, GP services and mainly, our patients.

Applications are invited from enthusiastic, hardworking and self-motivated individuals. You must have excellent telephone communication skills as you are very often the first contact with the Trust. A pleasant and courteous disposition is essential. You will have a flexible approach to the demands of this post and there will be an expectation that you can work autonomously or as part of a team to ensure we deliver the highest standard of care to our patients.

Please note - Previous applicants need not apply

Main duties of the job

The successful candidate will mainly be responsible for dealing with telephone queries / booking out-patient appointments for our patients using internal systems reviewing, analysing and working on open hold reports on which you will be trained fully.

To co-ordinate the admission of patients to the pre-operative assessment unit and elective admissions wards. To schedule operations ensuring that an efficient, timely and patient focused service is provided and the clinical needs of patients are met in accordance with the current operating framework and the NHS constitution.

Previous NHS experience is desirable, however not essential.

Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received, you are therefore advised to apply at your earliest convenience.

Please note, interviews may include assessment tasks.

Interviews - TBC

Please see attached Job description for full details

Working for our organisation

St Helens & Knowsley Teaching Hospitals NHS Trust is the BEST Acute Trust in England for the THIRD year running.

The Trust is currently the only Acute Trust in Cheshire and Merseyside and is one of few in the entire country to achieve the title of OUTSTANDING, rated by the Care Quality Commission.

We provide a full range of Acute adult services to our local population of circa 350,000 and provide tertiary services across a much wider area in the North West, North Wales and Isle of Man. We are also a Major Trauma Unit and the Mersey Regional Burns Unit.

Our '5 Star Patient Care' strategy is at the heart of all that we do; supporting our vision to provide world class services for all our patients by getting it right for every patient, every time.

Detailed job description and main responsibilities


  • Enter tertiary referral letter details accurately onto the Patient Administration System (PAS) on a daily basis adhering to the timescales within the Trust Patient Access Policy and ensuring the outpatient entry is attached to the correct 18 week pathway with appropriate referral/pathway/referral source code.

  • To deal with pending elective appointments and cancellations, liaising with all relevant staff (including Consultants, Outpatient Managers, Directorate Managers and clinical support staff). Escalating any issues/breaches to the Team Leader/Administration Services Co-ordinator.

  • Meet/liaise with Consultant?s on a regular basis in order to manage outpatient clinics lists effectively whilst working within the Department of Health guidelines. Be responsible for the updating and accuracy on electronic systems..

  • Independently compile clinic status lists 6 weeks in advance, taking into account the composition of lists to include, clinical urgency, diagnostic investigations, therapeutic investigations, complex procedures and 18 week referral to treatment target. Inputting information on to PAS and NHS e-referral.

  • Liaise with Team Leader/Outpatient Manager and/or Directorate Manager?s to ensure clinic sessions are utilised when Consultants are on leave. If Consultants are on annual leave/professional leave ensure that Registrar/Staff Grade cover is in place prior to booking patients into clinic session.

  • Book appointments using the PAS/NHS e-referral system and identify the type of outpatient appointment required. Obtain relevant reports/ information and request HRS/case notes. Update clinic of list changes due to cancellations/alterations. Frequently negotiate with nursing staff to provide additional outpatient clinics..

  • Update the PAS system and NHS e-referral with all information following patient referral triage with all special requirements.

  • To ensure management of all clinic requests/reductions/cancellations/clinic changes/patient requests are managed within sostenuto independently

  • Order interpreters for patients attending outpatient clinics by e-mail.

  • To arrange patient appointments by telephone/letter ensuring that patients are offered choice of date with reasonable notice in accordance with the current operating framework and the NHS constitution.

  • Order all necessary equipment for appointments via Outpatient Managers by e-mail.

  • Responsible for informing the Radiology/Cardio-Respiratory Department of additional clinics arranged.

  • Take into account daily cancellations and alterations, contacting patients by telephone explaining in a polite and courteous manner reasons for cancellation. To follow the correct procedures and processes for all cancelled appointments and DNA?s to ensure dates are re-booked and/or removed according to the Trust Patient Access Policy, escalating any issues.

  • Manage Netcall reminder report ensuring outpatient slots are backfilled maximising outpatient capacity.

  • Advise patients of all available options with empathy and discretion particularly when dealing with aggrieved patient?s regarding outpatient waiting list enquires. Significant conversations including outcomes are to be recorded on PAS.

  • Monitor and maintain the Patient Target Lists (PTL) for each speciality and individual Consultants, including the maintenance of the RTT and liaise with Directorate Managers on a regular basis.

  • Monthly validation of 18 week (PTL) for each speciality to maintain 18 weeks, ensure patient availability and/or still require appointment.

  • Monitor and maintain the Outpatient waiting list reports for individual specialities ensuring that all patients are booked in accordance with Multi-Disciplinary Team guidelines and Department of Health guidelines.

  • Book linked appointments foe ENT and Ophthalmology prior to appointment date.

  • Complete data checks on computerised systems (PAS, NHS e-referral, EDMS) amending any changes e.g. appointment procedures, patient details, patient/hospital cancellations or time changes due to allergy risks etc.

  • Complete Netcall cancellation report, slot availability reort within ers, sostenuto, net account on a daily basis.

  • ASI report managed independently within DOH guidelines for Paper Switch Off Compliance

  • Management of pas admin reports, clinic changes/amendments for all specialty clinics and directorates

  • Set up and amendments of clinic schedules on PAS system

  • Training/mentoring of staff on all roles within the Appointments Department

  • To ensure that all two week rule referrals/upgrades are managed independently within DOH guidelines on PAS and NHS e-referral system.

  • To ensure all case notes are requested and available for appointments in line with local standards and protocols. Ensure that any documentation in relation to the patient is sent to the Health Records Department to be scanned onto EDMS (Electronic Document Management System). To file all correspondence and documents, as required, thereby maintaining an effective filing system.

  • Organise and order stationary items as appropriate.

  • Deal appropriately with concerns from staff in line with Trust policy.

  • To provide cover for colleagues during periods of annual leave and sickness. Mentor and train relevant staff as required by the Team Leaders or Administrative Services Co-ordinator.

  • Participate in call centre rotation.

  • Liaise with other hospitals both NHS and private, GP?s, secretarial, clerical, wards, and cancer services.

  • Following PTL meeting, complete actions for individual specialities and update capacity for Directorate Managers.

  • To work in a flexible manner in accordance with the Trust policy.

  • Any other duties required by Line Manager.

Person specification


Essential criteria

  • Educated to GCSE level and/or equivalent qualification and/or equivalent experience

  • NVQ Level 2 in Business Administration and working towards Level 3 and/or equivalent knowledge through formal training and/or experience

Knowledge & Experience

Essential criteria

  • Call Centre experience

  • Excellent IT skills with knowledge and experience of Microsoft office products

  • Previous clerical experience

Desirable criteria

  • Previous NHS experience

  • Knowledge of medical terminology

  • Experience of mentoring and training staff


Essential criteria

  • Word Processing Skills

  • Self-motivated and able to work with limited supervision

  • Ability to use own initiative and respond to new challenges

  • Ability to manage/prioritise own workload

  • Excellent communication skills

  • Ability to accurately maintain computerise and manual systems

  • Ability to work as part of a team

Desirable criteria

  • Ability to mentor and train staff

  • Excellent time management skills

  • Excellent interpersonal skills

St Helens & Knowsley Teaching Hospitals NHS Trust are committed to providing an environment and services which embrace diversity and which promote equality of opportunity, we welcome applications from all sections of the communities we serve to enable us to reflect their diversity and improve the delivery of the services we provide.

Any information gathered during the application process relating to protected characteristics as defined by the Equality Act 2010, is gathered for statistical purposes only and is not made available to recruiting managers at any stage of the recruitment process.

As a ?Disability Confident Leader? we offer a guaranteed interview scheme for applicants who consider themselves to have a disability and who meet the minimum selection criteria (essential) at each stage of the selection process. You can indicate your wish submit an application under the Trust's guaranteed interview scheme in the personal information section of the online application form.

Transitional arrangements are in place for EU,EEA and Swiss Citizens following the UK's withdrawal from the EU. Should you this apply to you, you are advised to familiarise yourself with these arrangements to ensure you continue to have right to work in the UK and how to evidence that right in the future. Please see the document attached to this vacancy. This requirement does not apply to Irish citizens, who can continue to freely enter, live and work in the UK.

The Trust is a non-smoking site. Failure to follow this rule could lead to disciplinary action.

Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received from which a shortlist can be confirmed therefore you are advised to apply at your earliest convenience.

If you are having difficulty completing an online application, please contact [email protected]

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