Booking Coordinator

Job description

Job responsibilities

Principle duties will be amongst the following dependant on area of work on the day:-

Key Responsibilities:

Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.

Ensure all relevant patient information is recorded on the Trusts PAS system and updated accordingly, including early offers of operation date.

To be the point of contact in the Trust for booked admission enquiries from patients.

Work flexibly and provide cross cover for colleagues in the Department.

Deal with day-to-day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.

Outpatient Booking Management

Strict adherence to sequential outpatient booking, access booking times and the waiting list policy is essential.

Ensure any patients who have not responded to invite letters, or do not attend, are dealt with in line with the Patient Access Policy.

Ensure patients on a 2 week wait pathway are treated within national cancer target requirements

Communication

Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.

To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.

Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.

Liaise with reception staff regarding clinics and follow up appointments

Service Improvement/ Team Development

Be involved in the development & revision of protocols & processes as required.

To participate in the training and induction of new starters and work experience

Data Quality

Ensure any data entries are accurate and good record keeping is maintained at all times.

Ensure waiting lists are regularly validated to ensure these are accurate

Monitor patient pathways to ensure patients dont breach their 18 week pathways.

Person Specification

Qualifications

Essential

• GCSE or equivalent in Maths & English at grade C or above
• RSA or NVQ level 3 or equivalent experience

Desirable

• Trained in use of Lorenzo IT system

Experience

Essential

• Experience of reception duties
• Minimum of 2 years' experience working with the public
• Minimum of 2 years' experience of working as part of a team

Desirable

• Experience of working in a healthcare environment
• Knowledge of medical terminology

Skills

Essential

• Knowledge of a computerised booking / appointment system
• Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety
• Ability to cope working in a stressful environment and with emotional or aggressive patients and carers
• Excellent command of the English language
• Excellent written, verbal and non-verbal communication skills
• Good negotiating skills
• Ability to multi task
• Excellent telephone manner

Desirable

• Competent IT skills
• Understanding of therapy role and terminology

Personal Qualities

Essential

• Organised and able to prioritise
• Flexible and reliable
• Able to work effectively under pressure and frequently difficult / distressing circumstances
• Able to work on their own but also as part of a team
• Empathetic
• Good problem solving skills

Other

Essential

• Passes occupational health and CRB clearance
• Car driver
• Flexible approach with ability to work flexibly between hours of 7.45am to 5.30pm
• Ability to work within call-centre conditions with constant interruptions

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.

Certificate of Sponsorship

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).

Employer details

Employer name

South Warwickshire University NHS Foundation Trust

Address

Oral & Facial Department

Millers Road

Warwick

CV34 5AE

Employer's website

https://www.swft.nhs.uk/ (Opens in a new tab)