Job summary
The Patients' Booking Hub opened in December 2018 and manages referrals and outpatient appointment bookings for selected specialities across the Trust.
Outpatients, as a service, is the 'front door' for the vast majority of our patients. Services are delivered in around 100 different locations, of varying sizes, scales and complexity, providing care to patients across many pathways both in hospital settings and also in the Community.
Whilst we all do our very best to make the experience of appointment booking and attendance as positive as possible, we know that in a huge organisation like ours we can always do more to make the process easier and more effective not just for patients but also for everyone who is delivering outpatient services.
Main duties of the job
We are looking for excellent professionals to deliver the administration of our patient booking with growing demand and changes in the way people want to be able to manage their own healthcare and are developing processes and better facilities to support you to meet these needs and ensuring Outpatients is a brilliant place to work.
As part of the Patient Booking Team , you will support the key aims of the Hub which are to:
- Provide an easy and positive experience for patients who need an appointment.
- Reduce the incidence/occurrence of/number of missed appointments and patients not attending
- Provide an effective and standardised booking process
- Adopting of new digital technologies
- Maximise the expertise of our administrative staff by providing an excellent environment equipped to support the work
Increase opportunities for staff training and development and career progression for those who aspire to develop their NHS careers within our Trust.
About us
The Patient Booking Hub has been created to combine existing best practice from around the Trust into a single 'STH Way' that provides a consistent high quality patient experience. It will provide increased support, learning and career development opportunities for Administrative and Clerical staff within a new and high quality working environment. It works to improve the resilience within outpatient booking services and facilitate the faster adoption of technological improvements for the benefit of patients. The Patients' Booking Hub is a diverse team and has a culture of continuous improvement in outpatient booking systems and processes.
Job description
Job responsibilities
The Patients Booking Hub work to a shift pattern on a rota published at least 8 weeks in advance, please see below:
5 x 7.5 hour shifts per week on a rota of which:
- 1 x shift will be an early shift of 07:30-15:30
- 1 x shift will be a late shift of 12:00 20:00
- 3 x shift will be between either: 08:0016:00, 08:3016:30, 09:00-17:00
- 1 x 6 hour Saturday shift per month with a day off in the same week preceding
and an additional and 30 minutes on 3 of the other 4 shifts in the preceding week to make it 37.5 hours.
We are looking for exceptional individuals with excellent interpersonal skills, good organisational skills and a real passion for delivering a high quality patient experience and those looking to develop and progress in the NHS. You will need to be a confident and professional communicator with patients and Trust colleagues by telephone and have and good aptitude for using a variety of IT systems.
Job description
Job responsibilities
The Patients Booking Hub work to a shift pattern on a rota published at least 8 weeks in advance, please see below:
5 x 7.5 hour shifts per week on a rota of which:
- 1 x shift will be an early shift of 07:30-15:30
- 1 x shift will be a late shift of 12:00 20:00
- 3 x shift will be between either: 08:0016:00, 08:3016:30, 09:00-17:00
- 1 x 6 hour Saturday shift per month with a day off in the same week preceding
and an additional and 30 minutes on 3 of the other 4 shifts in the preceding week to make it 37.5 hours.
We are looking for exceptional individuals with excellent interpersonal skills, good organisational skills and a real passion for delivering a high quality patient experience and those looking to develop and progress in the NHS. You will need to be a confident and professional communicator with patients and Trust colleagues by telephone and have and good aptitude for using a variety of IT systems.
Person Specification
Qualifications
Essential
- GCSE at Grade C in English and Maths (or equivalent qualifications) or equivalent experience
Desirable
- NVQ Level 2 in in Business Administration / Customer Service / IT
Experience
Essential
- Experience of working within an office environment
- Experience of working in a public facing role
Desirable
- Relevant experience within the NHS
Special Abilities
Essential
- Knowledge of / experience of using information and/or customer service systems.
- Working knowledge of Microsoft Office packages including Outlook, Excel and Word.
Person Specification
Qualifications
Essential
- GCSE at Grade C in English and Maths (or equivalent qualifications) or equivalent experience
Desirable
- NVQ Level 2 in in Business Administration / Customer Service / IT
Experience
Essential
- Experience of working within an office environment
- Experience of working in a public facing role
Desirable
- Relevant experience within the NHS
Special Abilities
Essential
- Knowledge of / experience of using information and/or customer service systems.
- Working knowledge of Microsoft Office packages including Outlook, Excel and Word.
Disclosure and Barring Service Check
This 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.
Applications 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).
Additional information
Disclosure and Barring Service Check
This 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.
Applications 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).
