Job Description

Band 4

Main area

Patient Services

Grade

Band 4

Contract

Permanent

Hours

Full time - 37.5 hours per week (37.5 hours per week only available)

Job ref

343-7242378-FM-SC-VCG

Site

St Helier Hospital

Town

Carshalton

Salary

32,199 - 34,876 Pa incl HCAS Outer pro rata

Salary period

Yearly

Closing

23/09/2025 23:59

At Epsom and St Helier Hospitals, above all we value respect. We put respect at the heart of all we do, by living up to our shared behaviours of kindness, professionalism, positivity and teamwork. This enables us to provide great patient care and make ESTH a great place to work. When you sign up to work with us, you sign up to this and we welcome applicants who share our values.

Job overview

The Patient Services Division is seeking an enthusiastic person to join the clinic management team.



The postholder will be part of a team who are responsible for monitoring and reviewing outpatient parameters. Tasks will include being responsible for clinic template management, processing any requests for additional clinics and managing clinic cancellations.

Main duties of the job

To be part of a team who are responsible for monitoring and reviewing Outpatient parameters. The team are responsible for all clinic template management in the Trust and for processing any requests for clinic cancellations, ensuring capacity and activity is balanced and escalating any issues to the team leader.



The post holder will continuously ensure all outpatient capacity and resources are identified and co-ordinated between the booking team and the front line clinic staff.



They will continuously liaise with their team leader to ensure Divisional colleagues are advised of capacity issues, and will take instruction to create and coordinate extra capacity

Working for our organisation

The post holder will be an expert on the non-admitted and diagnostic 18 week pathway with reference to The Trust Access Policy. They will ensure all patients are being treated as quickly as possible, and liaise with the RTT trackers and their booking centre colleagues to ensure patients are being booked fairly and equitably along their pathway.



The post holder will ensure high levels of patient care and client satisfaction by being an accessible, knowledgeable and client focussed point of contact with thein the Central booking team and the post holder will ensure high levels of patient care and will ensure clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact.

Detailed job description and main responsibilities

Process all changes to outpatient template requests and add new permanent or ad hoc templates, ensuring appropriate Divisional and Outpatient management authorisation is given. Receive and process all Trust requests for clinic cancellations, ensuring that Divisional and outpatients authorisation has been given. Liaise with trackers and Team leader to ascertain the impact on RTT, and advise on corrective action. Constantly look for ways to maximise clinic slots and clinic rooms and other resources in order to maximise clinic utilisation. Ensure slots are converted to e.g., follow up from new if appropriate. To act as clinic broker for all Trust clinic rooms, ensuring all resources are booked and all parties informed to ensure smooth running of service and maximising all Trust clinic room resource. To schedule patients in accordance with principles and target waiting times as set out in the NHS Constitution and Health and Social Care Bill 2011 (e.g. 18 Week Referral to Treatment, Going Further on Cancer Waits etc.), expediting patient pathways where necessary. Ensure cancellations are rescheduled and recorded in accordance with Trust policy. Monitor lost capacity and devise improvement strategies for whole team Co-ordinate ad hoc clinic requests for main Outpatient services , and liaise with the multi- disciplinary team to include General Managers, Heads Nursing, Service managers, Divisional specialty admin staff, OP matron and OP sisters Populate, maintain, and update clinic timetables in liaison with the Op sisters and service manager to ensure that the information available is the most up to date and relevant. Assist in the rollout of electronic room booking systems for Outpatients. Assist in production and distribution of the standing and Ad hoc reports Assist in the monitoring and auditing of charging schedules from NHS properties regarding offsite clinics Prepare and collate statistical information as required and to input to database if appropriate, in conjunction with Trust requirements.

Person specification

#

Knowledge

Essential criteria

Knowledge of NHS service provision including the pathway of care Knowledge of healthcare administrative systems and processes Knowledge of databases, spreadsheets e.g. PAS, Excel or similar applications Knowledge of confidentiality and data protection principles #

Skills

Essential criteria

The ability to prioritise tasks effectively without direct supervision Experience dealing with customer complaints and customer care Computer literate, with experience of using a keyboard #

Experience

Essential criteria

Experience of using a full range of IT/Patient administration systems Experience of patient administration work in a healthcare setting

Desirable criteria

A minimum of one year's experience working in a similar role in a hospital/health care setting. #

Qualifications

Essential criteria

Good general education with GCSE or equivalent in English at grade C or above.

Desirable criteria

NVQ level 3 in business administration or customer care or equivalent

Your application

: Please ensure that you have read the job description and person specification and that your supporting statement reflects these, as your application will be assessed and scored against these criteria.

References

: You will be required to provide 3 years of employment/educational history. We

do notaccept references from personal email addresses such as Hotmail, Gmail etc. therefore please ensure you are providing professional working email addresses within your application form. If you are unable to provide professional email addresses and are invited to an interview, please ensure you advise the interviewers of this - otherwise, this may delay your pre-employment checks.

Closing date

: In order to streamline recruitment within our Trust, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.

Shortlisting

: You will only be contacted via e-mail/SMS by the SWL Recruitment Hub if you are successfully shortlisted for this post. Please ensure that you check your Trac registered e-mail regularly.

DBS

: We are committed to safeguarding children and adults who are at risk of abuse. As such, if this post will have access to children or vulnerable adults, you will be required to undertake an Enhanced Disclosure and Barring Service check. However, all employees have a responsibility for safeguarding children and vulnerable adults in the course of their duties and for ensuring that they are aware of the specific duties relating to their role.



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Disability Advice Line:

SWL Recruitment Hub is committed to promoting equity and equal opportunities for individuals with disabilities. We believe that greater diversity and inclusion will lead to an even more positive impact on the people we serve. For support with job opportunities and reasonable adjustments contact our

Confidential Disability Advice Line at:

Telephone: 02082963786

Text: 07501066267

Email: esth.dal@nhs.net.

Our confidential answering service is available after 5pm.
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