Job summary
**Anyone that has applied to outpatients for these posts in the last 3 months need not apply**
Job Title: Outpatient Booking Clerk
Hours per week: 37.5 hours per week (full time hours worked over 5 days Monday-Friday)
Perm/Fixed Term: Permanent
Salary: £23,615 per annum
Closing Date: 12th January 2025
Interview Date: 30th January 2025
**This post may close early due to high numbers of applications, so you are advised to apply promptly.**
All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.
#JoinTeamEliot
We have an exciting opportunity to join our Outpatients Administration team on a full time permanent basis. You are invited to join our dynamic and highly effective administrative Outpatient teams, where you will have the chance to learn and develop new skills. You will be working across our Outpatient administration areas.
Main duties of the job
To provide a specialised, comprehensive and confidential administration service, working primarily in the Outpatients Booking Team in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.
About us
Here at George Eliot our vision to'excel at patient care' takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:
Effective Open Communication
excellence and safety in everything we do
Challenge but support
Expect respect and dignity
Local health that inspires confidence
Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, extensive in-house course learning directory, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.
Job description
Job responsibilities
- Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant, and professional manner.
- Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets
- Record patients on the Lorenzo system according to data quality standards, RTT and the Patient Access Policy
- To act as a point of contact for dealing with enquiries and act as necessary liaising and effectively communicating at all levels using written, oral, and electronic methods
- To ensure, wherever possible, that all documentation is up to date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary
- To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
- To assist with the implementation and maintain an efficient office management system/procedure to enable the Department to optimise their standards of service
- Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required
- Registration of internal referrals
- Management of e-Referrals on the Electronic Referral Service (eRs)
- Booking of all patient appointments in line with Trust and National targets
- Contacting patients for short notice appointments aiding clinic utilisation
- Managing the external Outpatient letter system
- Managing the NHS mailbox for enquiries
- Referral verification (chasing missing referrals)
- Contacting patients to inform them of short notice clinic cancellations / reschedules.
- When contacting patients check and update personnel details, if necessary, on Lorenzo/Clinical Portal
- To cancel, re-appoint and reschedule patients appointments at patient or Consultant request.
- Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email communication. Act on the information and distribute accurately.
- Assist in validation of waiting lists/access plans through reports and PTL.
- To prepare any necessary documentation and/or paperwork for clinics
- To correct any operator errors within Lorenzo including the RTT status following protocol
- Custom build Adhoc Clinics when required on to Lorenzo.
- Make Clinic adjustments in accordance with the Consultant/Registrar on Call Rota where necessary.
- To make any necessary Clinic changes that are required for Annual Leave/On Call Rota/Study Leave/Sickness, etc.
- To ensure that Consultants are aware of any patients who DNA clinic appointment and undertake action as required.
- To open and sort Outpatients post daily and to take appropriate action.
- To provide cover in any other team or department within the Directorate if required.
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Job description
Job responsibilities
- Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant, and professional manner.
- Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets
- Record patients on the Lorenzo system according to data quality standards, RTT and the Patient Access Policy
- To act as a point of contact for dealing with enquiries and act as necessary liaising and effectively communicating at all levels using written, oral, and electronic methods
- To ensure, wherever possible, that all documentation is up to date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary
- To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
- To assist with the implementation and maintain an efficient office management system/procedure to enable the Department to optimise their standards of service
- Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required
- Registration of internal referrals
- Management of e-Referrals on the Electronic Referral Service (eRs)
- Booking of all patient appointments in line with Trust and National targets
- Contacting patients for short notice appointments aiding clinic utilisation
- Managing the external Outpatient letter system
- Managing the NHS mailbox for enquiries
- Referral verification (chasing missing referrals)
- Contacting patients to inform them of short notice clinic cancellations / reschedules.
- When contacting patients check and update personnel details, if necessary, on Lorenzo/Clinical Portal
- To cancel, re-appoint and reschedule patients appointments at patient or Consultant request.
- Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email communication. Act on the information and distribute accurately.
- Assist in validation of waiting lists/access plans through reports and PTL.
- To prepare any necessary documentation and/or paperwork for clinics
- To correct any operator errors within Lorenzo including the RTT status following protocol
- Custom build Adhoc Clinics when required on to Lorenzo.
- Make Clinic adjustments in accordance with the Consultant/Registrar on Call Rota where necessary.
- To make any necessary Clinic changes that are required for Annual Leave/On Call Rota/Study Leave/Sickness, etc.
- To ensure that Consultants are aware of any patients who DNA clinic appointment and undertake action as required.
- To open and sort Outpatients post daily and to take appropriate action.
- To provide cover in any other team or department within the Directorate if required.
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Person Specification
Experience and Knowledge
Essential
- Excellent Communication Skills
- Excellent Organisational Skills
Desirable
- Previous Admin experience
- Excellent Keyboard Skills
- Previous Customer Service experience
- Experience of working with the public
Qualifications and training
Desirable
- Minimum 4 GCSE's or equivalent including English Language and Maths
- Competent user of MS Word, Excel, and Access
Skills and Abilities
Essential
- Able to work as a team
- Able to work under pressure
- Able to follow tasks through to completion
Desirable
- Microsoft Office Specialist Training (MOST) or equivalent knowledge and experience
- Ability to use own initiative to prioritise workload in a methodical approach to work
Personal Qualities
Essential
- Excellent time Keeping
- Enthusiastic
- Friendly and co-operative
- Courteous and Helpful
- organised
- Attentive to detail
- Team Worker
- Compassionate manner towards patients, carers, and relatives
Person Specification
Experience and Knowledge
Essential
- Excellent Communication Skills
- Excellent Organisational Skills
Desirable
- Previous Admin experience
- Excellent Keyboard Skills
- Previous Customer Service experience
- Experience of working with the public
Qualifications and training
Desirable
- Minimum 4 GCSE's or equivalent including English Language and Maths
- Competent user of MS Word, Excel, and Access
Skills and Abilities
Essential
- Able to work as a team
- Able to work under pressure
- Able to follow tasks through to completion
Desirable
- Microsoft Office Specialist Training (MOST) or equivalent knowledge and experience
- Ability to use own initiative to prioritise workload in a methodical approach to work
Personal Qualities
Essential
- Excellent time Keeping
- Enthusiastic
- Friendly and co-operative
- Courteous and Helpful
- organised
- Attentive to detail
- Team Worker
- Compassionate manner towards patients, carers, and relatives
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).
