Job summary
This vacancy is open ONLY to employees of The RJAH Orthopaedic Hospital NHS FT, Shrewsbury & Telford NHS Trust, Shropshire Community NHS Trust and Shropshire Telford and Wrekin ICB. Only applications from candidates currently working in these organisations will be accepted.
We are seeking an enthusiastic and dedicated individual to join our Rheumatology booking team at The Robert Jones and Agnes Hunt Orthopaedic Hospital.
The role will predominantly consist of a booking clerk role for the Rheumatology Team but the ideal candidate will be able to work flexibly across our Rheumatology and Metabolic services.
The successful applicant will have the ability to work in a fast-paced, busy environment working within a multi-disciplinary team, and will be able to multitask and prioritise their workload.
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.Job seekers should be aware that not all roles will be eligible for Skilled Worker Sponsorship. For further information visitUK Visas and Immigration - GOV.UK (www.gov.uk)
Main duties of the job
The Outpatient Booking Office provides a patient focused and responsive contact point for patients, ensuring all appointments are booked within the specified time limits. Outpatient Booking Co-ordinators will manage their own delegated responsibility in operating a partial or full booking process receiving paper and electronic referrals for Outpatient specialties. Each Booking Co-Ordinator will have a lead responsibility for clinic management for a group of Consultants/Specialties.
Booking Co-ordinators will be expected to provide cross cover to other Specialties in the absence of colleagues. The Outpatient Booking Co-Ordinator will manage and co-ordinate the outpatient pathway from theacceptance of the referral, through to the outpatient appointment. To ensure appointments are booked according to the Consultants protocols, booking policies and procedures. Contributing to the overall efficient and effective running of all designated clinics. Establish and maintain good working relationships with other administrative staff such as Access Staff,Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.Maintaining a clear and robust outpatient waiting list, monitoring clinic capacity to treat all patients on the outpatient waiting list, working closely with the Assistant Service Manager.Deal with enquiries from Outpatient staff, referring Practitioners, Patients & other Health Service Organisations, providing an essential support.
About us
The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH)is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.
Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role.We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities - including our recently-opened £6 million Headley Court Veterans' Orthopaedic Centre (the first unit of its kind in the UK).RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham.The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line.We are based in North Shropshire, close to the border with North and Mid Wales. It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.
Job description
Job responsibilities
1. Assigned to specific Consultant Surgeons but there is an expectation that staff will provide support and cover during periods of leave for colleagues, including other departments.2. Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms andescalating these to consultants.3. Add patients to the inpatient waiting list from an outpatient appointment and when decision to admit is made ensuring all information is entered on to PAS.4. Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse5. Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevantappointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.6. To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked7. To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline8. To be responsible for authorised over booking where appropriate, ensuing priority of patients is considered through reviewing several databases and consideration a range of options, such as diagnostics, new and old patients and patients in trouble, seeking assistance from the Assistant Service Manager when needed.9. Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team as necessary.10. Ensure all relevant documentation is scanned onto EPR and filed as appropriate.11. Liaise with Assistant Service Manager regularly to receive updates on waiting times and discuss and make recommendations to improve waiting list management.12. Provide a daily report on the status of the outpatient waiting list for consultants to whom you are assigned.13. Ensure that patients receive all the relevant documentation pertaining to their appointment.14. Plan and liaise with consultants regarding appointments to enable prioritisation of work.15. Whilst arranging appointment dates use knowledge of clinic capacity.16. To constantly work adhering to the Access Policy, keeping abreast of changes as communicated by Senior Staff.17. Ensuring Choose and Book appointments are booked in correctly, where not, ensuring the appointment is rescheduled appropriately and the patient is informed.18. Re-arrange or cancel full clinics as directed by the operational team (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.19. Re-arrange or cancel clinic appointments as requested by the patient (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.20. To arrange appointments for Private patients and provide the relevant documentation to the patient, the clinician, and finance.21. Provide detailed information for clinicians regarding their waiting lists. 22. Provide a high level of customer care exchanging information with patients and staff regarding outpatient processes and procedures, such as discussions around individual needs, such as adjustments for patient appointments.23. Liaise with the Service Manager and Assistant Service Manager to ensure all clinics are utilised and planned efficiently. Notify Consultants on any factors they made need to know resulting in their clinicbeing affected.24. To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.25. Ensure all clinic appointments are outcomed correctly from either the clinical outcome form or once the clinic dictation is typed.26. Communicate with the discharge team to ensure follow-up appointments are booked at a requested point of time, balancing needs and requirements such clinic capacity and Consultant availability.27. Escalate appropriate issues to Consultants, operational Management, &/or Administrative Service Manager.28. Regularly deal with queries from anxious patients or relatives (gaining appropriate confirmation of patients permission do so) when giving difficult messages such as delays to appointments which can often be met with high emotion, then requiring staff to utilise empathy and direct asappropriate.29. Deal with Outpatient teams inboxes daily along with personal email, responding in a prompt and correct manner.30. Participate in providing training within the Department, making sure individual training matrix is up to date.31. Maintain Lorenzo details and update patient details.32. Liaise with the Outpatient resource team re: changes, bookings, cancellations. This is to ensure that resources can be appropriately reallocated as necessary.33. Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic.34. Participate in maintaining physical waiting list filing and general healthcare record filing system.35. Provide support to the Service Manager, Assistant Service Manager.36. To participate in general administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning and any other technology that may be introduced to support the Trusts systems and processes37. To contribute to the ongoing service improvement plans and policies for Outpatients, being open to changes to current practices and offering input into meetings/workshops as required.38. Participate in mandatory training and induction programmes as well as staff appraisal and objective setting39. Expected to concentrate for long periods of time (up to 2 hours), undertaking outcomes and analysis of Patient Target List.40. Individuals can expect frequent interruptions from patients calling the department and also colleagues requiring urgent support.41. There will be occasional exposure to verbal aggression whilst communicating unwelcomed news which can be challenging such as delays to appointments.42. Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.
Job description
Job responsibilities
1. Assigned to specific Consultant Surgeons but there is an expectation that staff will provide support and cover during periods of leave for colleagues, including other departments.2. Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms andescalating these to consultants.3. Add patients to the inpatient waiting list from an outpatient appointment and when decision to admit is made ensuring all information is entered on to PAS.4. Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse5. Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevantappointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.6. To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked7. To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline8. To be responsible for authorised over booking where appropriate, ensuing priority of patients is considered through reviewing several databases and consideration a range of options, such as diagnostics, new and old patients and patients in trouble, seeking assistance from the Assistant Service Manager when needed.9. Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team as necessary.10. Ensure all relevant documentation is scanned onto EPR and filed as appropriate.11. Liaise with Assistant Service Manager regularly to receive updates on waiting times and discuss and make recommendations to improve waiting list management.12. Provide a daily report on the status of the outpatient waiting list for consultants to whom you are assigned.13. Ensure that patients receive all the relevant documentation pertaining to their appointment.14. Plan and liaise with consultants regarding appointments to enable prioritisation of work.15. Whilst arranging appointment dates use knowledge of clinic capacity.16. To constantly work adhering to the Access Policy, keeping abreast of changes as communicated by Senior Staff.17. Ensuring Choose and Book appointments are booked in correctly, where not, ensuring the appointment is rescheduled appropriately and the patient is informed.18. Re-arrange or cancel full clinics as directed by the operational team (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.19. Re-arrange or cancel clinic appointments as requested by the patient (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.20. To arrange appointments for Private patients and provide the relevant documentation to the patient, the clinician, and finance.21. Provide detailed information for clinicians regarding their waiting lists. 22. Provide a high level of customer care exchanging information with patients and staff regarding outpatient processes and procedures, such as discussions around individual needs, such as adjustments for patient appointments.23. Liaise with the Service Manager and Assistant Service Manager to ensure all clinics are utilised and planned efficiently. Notify Consultants on any factors they made need to know resulting in their clinicbeing affected.24. To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.25. Ensure all clinic appointments are outcomed correctly from either the clinical outcome form or once the clinic dictation is typed.26. Communicate with the discharge team to ensure follow-up appointments are booked at a requested point of time, balancing needs and requirements such clinic capacity and Consultant availability.27. Escalate appropriate issues to Consultants, operational Management, &/or Administrative Service Manager.28. Regularly deal with queries from anxious patients or relatives (gaining appropriate confirmation of patients permission do so) when giving difficult messages such as delays to appointments which can often be met with high emotion, then requiring staff to utilise empathy and direct asappropriate.29. Deal with Outpatient teams inboxes daily along with personal email, responding in a prompt and correct manner.30. Participate in providing training within the Department, making sure individual training matrix is up to date.31. Maintain Lorenzo details and update patient details.32. Liaise with the Outpatient resource team re: changes, bookings, cancellations. This is to ensure that resources can be appropriately reallocated as necessary.33. Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic.34. Participate in maintaining physical waiting list filing and general healthcare record filing system.35. Provide support to the Service Manager, Assistant Service Manager.36. To participate in general administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning and any other technology that may be introduced to support the Trusts systems and processes37. To contribute to the ongoing service improvement plans and policies for Outpatients, being open to changes to current practices and offering input into meetings/workshops as required.38. Participate in mandatory training and induction programmes as well as staff appraisal and objective setting39. Expected to concentrate for long periods of time (up to 2 hours), undertaking outcomes and analysis of Patient Target List.40. Individuals can expect frequent interruptions from patients calling the department and also colleagues requiring urgent support.41. There will be occasional exposure to verbal aggression whilst communicating unwelcomed news which can be challenging such as delays to appointments.42. Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.
Person Specification
Qualifications/Training
Essential
- NVQ level 3 or equivalent experience
Experience
Essential
- Experience in an office environment. Use of computers
- Competent in Microsoft Office
Desirable
- Previous experience of Medical Records / Access Department
Skills/Knowledge
Essential
- Able to sort accurately into numerical and alphabetical order
- Ability to utilise electronic patients and other databases
- High level of verbal and written communication skills
Aptitudes and Attributes
Essential
- Good interpersonal skills. Able to work to deadlines Good telephone manner.
- Tact and discretion when dealing with sensitive and confidential information.
- Ability to organise and prioritise own work
- Ability to manage busy workload where accuracy and attention to detail is essential
- Team player / able to work flexibly
Person Specification
Qualifications/Training
Essential
- NVQ level 3 or equivalent experience
Experience
Essential
- Experience in an office environment. Use of computers
- Competent in Microsoft Office
Desirable
- Previous experience of Medical Records / Access Department
Skills/Knowledge
Essential
- Able to sort accurately into numerical and alphabetical order
- Ability to utilise electronic patients and other databases
- High level of verbal and written communication skills
Aptitudes and Attributes
Essential
- Good interpersonal skills. Able to work to deadlines Good telephone manner.
- Tact and discretion when dealing with sensitive and confidential information.
- Ability to organise and prioritise own work
- Ability to manage busy workload where accuracy and attention to detail is essential
- Team player / able to work flexibly
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
Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
Address
The Robert Jones and Agnes Hunt Orthopaedic Hospital
Oswestry
SY10 7AG
Employer's website
https://www.rjah.nhs.uk/ (Opens in a new tab)
