Job summary
Part time - 10 hours per week to include evenings and weekends.
An opportunity has arisen for a Booking/admin colleague to join the newly crated patient validation team.
You will be responsible for providing administrative and clerical cover for our bookings team while supporting with inbound and outbound calls associated with wait list management.
The post-holder should have excellent communication, organizational and interpersonal skills. The right person will have good keyboard skills, enjoy working in a busy and varied environment and enjoy being able to both work on their own with limited supervision and as part of a team.Training will be provided.
Please note that this role will require a degree of flexibility from the applicant and with prior notice you may be required to work weekends and evenings. Kindly discuss prior commitments to your time with Linda Townsend on the attached contact details ahead of applying.
Main duties of the job
1. Following the daily departmental rota, provide call centre telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
2. Using waiting lists, on hold reports and other tracking reports, book new and follow-up outpatient appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailing service, and following guidance in the Elective Access, Booking and Choice Policy.
3. Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician or length of time for the appointment, in line with the Trust's Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
4. Adopt good customer care practice to provide a high quality service for users of the Booking Centre, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GP's, nursing homes and relatives.
5. Accurately interpret all incoming appointment requests for specialties using the clinical information provided and your specialties booking guidelines, to book appointments for the correct clinician given their clinical appointment history and relevant open referral.
About us
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.
Service - We will put our patients firstTeamwork - We will work togetherAmbition - We will aspire to provide the best serviceRespect - We will act with integrity
Job description
Job responsibilities
6. Ensure all appointment requests have been registered on the patient administration system andwhere possible booked within 24hrs of receipt.
7. Ensure all RTT (referral to treatment) data is entered on to the patient administration system in an accurate and timely manner, following guidelines in the Elective Access, Booking and ChoicePolicy, RTT training guidelines and departmental Standard Operating Procedures.
8. Co-ordinate multiple appointments taking responsibility for ensuring patients are informed of their appointments in a timely and accurate manner in accordance with the Elective Access, Booking and Choice Policy.
9. Telephone patients to negotiate all appointments and inform them of any last minute changes toappointments already made.
10. Utilise the resources needed for various clinic appointments e.g. whether a dual appointment isrequired (parallel appointments) and ensure the necessary appointments are available at the time of booking.
Full duties can be found on the attached JD.
Job description
Job responsibilities
6. Ensure all appointment requests have been registered on the patient administration system andwhere possible booked within 24hrs of receipt.
7. Ensure all RTT (referral to treatment) data is entered on to the patient administration system in an accurate and timely manner, following guidelines in the Elective Access, Booking and ChoicePolicy, RTT training guidelines and departmental Standard Operating Procedures.
8. Co-ordinate multiple appointments taking responsibility for ensuring patients are informed of their appointments in a timely and accurate manner in accordance with the Elective Access, Booking and Choice Policy.
9. Telephone patients to negotiate all appointments and inform them of any last minute changes toappointments already made.
10. Utilise the resources needed for various clinic appointments e.g. whether a dual appointment isrequired (parallel appointments) and ensure the necessary appointments are available at the time of booking.
Full duties can be found on the attached JD.
Person Specification
Qualifications
Essential
- GCSE's or above including Maths and English
- NVQ 3 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Desirable
- ECDL qualification or other formal IT training / qualification
- Use of internet and intranet
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment.
- Frontline customer care.
Desirable
- Worked in an area specialising in healthcare appointment making.
- Experience of working in an Outpatient Dept.
- Organisational awareness of NHS.
Skills
Essential
- Ability to prioritise workload and work without direct supervision.
- Ability to act on own initiative and deal with non-routine queries.
- Demonstrate computer skills in Excel and Word including accurate typing.
- Ability to analyse data and produce relevant documentation.
- Ability to remain calm and helpful in an unpredictable environment.
Desirable
- Ability to create, produce and use reports in a variety of Microsoft Office IT systems.
Person Specification
Qualifications
Essential
- GCSE's or above including Maths and English
- NVQ 3 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Desirable
- ECDL qualification or other formal IT training / qualification
- Use of internet and intranet
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment.
- Frontline customer care.
Desirable
- Worked in an area specialising in healthcare appointment making.
- Experience of working in an Outpatient Dept.
- Organisational awareness of NHS.
Skills
Essential
- Ability to prioritise workload and work without direct supervision.
- Ability to act on own initiative and deal with non-routine queries.
- Demonstrate computer skills in Excel and Word including accurate typing.
- Ability to analyse data and produce relevant documentation.
- Ability to remain calm and helpful in an unpredictable environment.
Desirable
- Ability to create, produce and use reports in a variety of Microsoft Office IT systems.
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).
