Job summary
We are looking for an excellent individual to join our team of booking clerks in Haematology Services. This post will mainly be based at the Rigby Unit at Stratford Hospital but there may be a requirement to cover at the Aylesford Unit at Warwick Hospital.
As part of the booking team you will provide specialised, comprehensive and confidential patient-centred clinical administration and booking service within Haematology services. You will cover the outcoming of clinics, process referrals, book patient appointments, reception cover and deal with queries from patients and their carer's in person and by telephone/email.
This role is a perfect opportunity to someone who has excellent communication, customer service and organisational skills, works well as a member of a team and can meet deadlines under pressure.
Main duties of the job
To work as part of a team providing booking cover for the consultants, junior medical staff and nursing staff within the team, with particular responsibility for ensuring new and follow up appointments are booked, and patients are greeted to clinic and outcomed appropriately in line with their clinical appointments.
To support the management of the elective and/or emergency pathways to include Cancer, Referral to Treatment Targets (RTT) and E-referrals.
To support the delivery of a specialty specific single point of access for patients. To work collaboratively with other members of the administrative team within Cancer Services.
About us
Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Job description
Job responsibilities
Registration
Register and change patient details which are incorrect on PAS inter trust transfer process.
Process Referrals and all aspects therein. Input referral data onto the PAS, Somerset Cancer Register and the MOSAIQ Oncology Management system /referral database as required incorporating RTT &/or Cancer Waiting Times.
Open and stamp post, check emails and distribute accordingly.
Print the Choose & Book referral letters.
Scan referral letters onto the relevant database.
Book follow-up appointments for patients from clinic as and when required.
Call Handling
Liaise with patients - answer telephone in an efficient, prompt and polite manner.
Make appointment bookings using PAS and the E-referral application of all New and Follow-up appointments within set guidelines.
Contact patients to attend appointments at short notice or when their appointments have to be cancelled.
Deal with queries and liaise with the Dedicated Clerks and all grades of staff in relation to appointment queries or slot capacity issues and transfer callers to relevant extensions where necessary.
Liaise with reception staff, notifying them of patient cancellations on the day of clinic.
Arrange transport/Interpreters for follow-up appointments where necessary.
Keep documentation up to date including clinic codes.
Cancer Services
To process 2 week wait referrals for set specialties.
Contact patients to attend appointments at short notice or when their appointments have to be cancelled.
Scan referrals onto the relevant database.
Alert line manager/GMs if no capacity to book within 2 week guidelines.
Input data into the Cancer Database.
Run and check reports as and when required.
Other
May be required to train and support more junior members of staff with departmental processes and procedures.
Job description
Job responsibilities
Registration
Register and change patient details which are incorrect on PAS inter trust transfer process.
Process Referrals and all aspects therein. Input referral data onto the PAS, Somerset Cancer Register and the MOSAIQ Oncology Management system /referral database as required incorporating RTT &/or Cancer Waiting Times.
Open and stamp post, check emails and distribute accordingly.
Print the Choose & Book referral letters.
Scan referral letters onto the relevant database.
Book follow-up appointments for patients from clinic as and when required.
Call Handling
Liaise with patients - answer telephone in an efficient, prompt and polite manner.
Make appointment bookings using PAS and the E-referral application of all New and Follow-up appointments within set guidelines.
Contact patients to attend appointments at short notice or when their appointments have to be cancelled.
Deal with queries and liaise with the Dedicated Clerks and all grades of staff in relation to appointment queries or slot capacity issues and transfer callers to relevant extensions where necessary.
Liaise with reception staff, notifying them of patient cancellations on the day of clinic.
Arrange transport/Interpreters for follow-up appointments where necessary.
Keep documentation up to date including clinic codes.
Cancer Services
To process 2 week wait referrals for set specialties.
Contact patients to attend appointments at short notice or when their appointments have to be cancelled.
Scan referrals onto the relevant database.
Alert line manager/GMs if no capacity to book within 2 week guidelines.
Input data into the Cancer Database.
Run and check reports as and when required.
Other
May be required to train and support more junior members of staff with departmental processes and procedures.
Person Specification
Qualifications
Essential
- Able to demonstrate good basic education
- English language pass GCSE
- Customer Service NVQ III or equivalent
Experience
Essential
- Demonstrates understanding of the key functions of a Receptionist/Booking clerk role
- Working knowledge of Microsoft Office
Desirable
Skills
Essential
- Articulate - excellent communications skills
- Able to communicate effectively, including in situations where there may be barriers to understanding
- Friendly and professional telephone manner to support the above
- Able to prioritise tasks
- Demonstrates potential to be able to work under pressure
- Demonstrate understanding of patient confidentiality
Desirable
- Experience of Excel and PowerPoint
Personal Qualities
Essential
- Able to respond effectively to working alone or in a team
- Conscientious and hard working
- Ability to deal with distressing situations patients/relatives
- Ability to use initiative
- Honest and reliable
- To be able to adapt to change
- Flexible
- Able to change tasks at short notice and deal with interruptions throughout the day
Other
Essential
- Able to work across different sites
Desirable
- Ideally holds a driving licence
Person Specification
Qualifications
Essential
- Able to demonstrate good basic education
- English language pass GCSE
- Customer Service NVQ III or equivalent
Experience
Essential
- Demonstrates understanding of the key functions of a Receptionist/Booking clerk role
- Working knowledge of Microsoft Office
Desirable
Skills
Essential
- Articulate - excellent communications skills
- Able to communicate effectively, including in situations where there may be barriers to understanding
- Friendly and professional telephone manner to support the above
- Able to prioritise tasks
- Demonstrates potential to be able to work under pressure
- Demonstrate understanding of patient confidentiality
Desirable
- Experience of Excel and PowerPoint
Personal Qualities
Essential
- Able to respond effectively to working alone or in a team
- Conscientious and hard working
- Ability to deal with distressing situations patients/relatives
- Ability to use initiative
- Honest and reliable
- To be able to adapt to change
- Flexible
- Able to change tasks at short notice and deal with interruptions throughout the day
Other
Essential
- Able to work across different sites
Desirable
- Ideally holds a driving licence
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).
Employer details
Employer name
South Warwickshire University NHS Foundation Trust
Address
Warwick Hospital and Stratford Hospital
Warwick and Stratford
CV34 5BW
Employer's website
https://www.swft.nhs.uk/ (Opens in a new tab)
