Community Booking Clerk

Job description

Job responsibilities

You will work as part of a team inputting patients details, uploading referrals and booking appointments for our doctors and therapy teams. The post involves communication with patients and staff in order to maintain an efficient and smooth running Service. Therefore an outgoing nature and pleasant telephone manner are essential, displaying tact and diplomacy where necessary.

Our Mission, Vision and Values Our mission is"Improving health and wellbeing"

Our vision is"Great healthcare from great people"

Our values are

• People feel cared for as individuals
• People feel safe, reassured and involved
• People feel teamwork, trust and respect sit at the heart of everything we do People feel confident we are making a difference

Answer and respond to internal and external telephone enquiries relating to appointments.

Interpret problems and generate solutions in a polite and courteous manner to meet the callers needs following scripts provided by maintaining operating standards when responding to each call.

Ensure adherence to business processes and identify and escalate any problem areas..

Ensure referrals/appointments are made accurately to the correct list, once prioritised. Referrals should be booked under the correct Clinician specialty, site and booked in chronological order. Full booking should be applied where possible giving patients particular clinic instructions confirming on- screen patient information, rebooking if necessary and informing relevant staff members of vacant slot for utilisation, where appropriate

Have up-to-date knowledge and understanding of the current waiting times for each Clinician within each specialty. To ensure patients on the generic waiting lists are allocated to the Clinician with the shortest waiting times and to ensure all bookings are carried out in accordance with the appropriate specialty/clinician booking rules. Full booking should be applied where possible.

Ensure that all DNAs are discharged or re-appointed, as directed by the Clinician in accordance with the AGN

Ensure all clinics are utilised within specialties, lowering waiting times and demands on the Outpatient service.

Assist in data collection to monitor and improve services, identify capacity issues and problem solving to achieve Trust and Government Waiting Times

Person Specification

Qualifications

Essential

• GCSE Math's and English, grades A-C or equivalent qualifcations

Desirable

• Customer Service Training

Skills

Essential

• Ability to communicate clearly, both written and verbally. o Ability to multi-task. o Standard/good keyboard skills. o Ability to interact with colleagues and other staff courteously. o Good interpersonal skills o Accuracy - pays attention to detail. o Able to work as part of a team or own initiative and prioritise and organise own workload. o Adherence to data Patient confidentiality. o Ability to prioritise and organise own workload to meet set deadlines

Desirable

• o2 years experience in and administrative role Excellent communication skills Data entry/validation experience Excellent organisational skills Excellent verbal, written and numerical skills Knowledge of 18 week pathways

Other

Essential

• Strong sense of commitment to openness, honesty and integrity in undertaking the role. High level of work organisation, self-motivation, have a drive for performance and improvement. Reliable and flexible in approach and attitude

Knowledge

Essential

• Understanding of data protection. Competent IT skills in a variety of software packages, including Microsoft packages. Clerical/Administrative experience

Desirable

• Previous NHS experience Experience of using patient tracking lists (PTL) and PAS )

Experience

Essential

• Experience of or awareness of a range of work practices in an office setting and in dealing with customers. Experience of having been part of a team

Desirable

• Relevant previous experience of NHS Previous experience of working within a busy environment

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

East Kent Hospitals University NHS Foundation Trust

Address

Kent & Canterbury Hospital

Ethelbert Road

Canterbury

CT1 3NG

Employer's website

https://www.ekhuft.nhs.uk/patients-and-visitors/ (Opens in a new tab)