Job summary
Brief Description of the Role and Job responsibilities
An exciting opportunity has arisen to join our growing booking team which provides administration and clerical support to various clinical services.
The Central Patient Booking Service (CPBS) is a Trust wide centralised admin team handling referrals, outpatient appointment booking and reception services. We are now extending our support to the hospital trust and would like to encourage talented and knowledgeable people to help with our plans. An exiting part of the role will be to work as part of a pilot which will support the Access Clinical Service Unit (CSU) in implementing the Out-patient Get It Right First Time (GIRFT) recommendations
Main duties of the job
The job holder will provide administrative and clerical support across the service handling the more complex issues and ensuring that all patient referrals, outpatient appointments, clinic changes and urgent return bookings are actioned in accordance with the Patient Access Policy and that all data is collected and entered accurately onto the appropriate IT systems.
The job holder will act as a point of reference offering expertise and guidance to other team members in relation to complex pathway decisions. They will have particular responsibility for ensuring urgent and fast track cancer referrals and all clinic change requests are actioned in accordance with timescales, policies and standard operating procedures.
The job holder will deal with telephone calls regarding appointments from patients, staff, and other Health Care Providers, ensuring that they are dealt with accurately, in a timely, polite and courteous manner.
The jobholder will contribute to the development of efficient and lean processes to ensure an efficient service
About us
Bradford Teaching Hospitals NHS Foundation Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.
By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Bradford Teaching Hospitals NHS Foundation Trust this is your opportunity to be a part of that change.
WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnership's ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.
Job description
Job responsibilities
Please see detailed Job Description and Person Specification attached to this advert for more information.
Job description
Job responsibilities
Please see detailed Job Description and Person Specification attached to this advert for more information.
Person Specification
Experience
Essential
- Extensive experience/knowledge of computers, data input and word processing.
- Experience of working with the 18 week referral to treatment policy and outpatient and inpatient policies and ensuring that service quality is maintained.
- Experience of handling complex processing issues where detailed data and process understanding is required in order to take corrective action
- Experience of working face to face and/or telephone contact with the general public including the handling of complaints and complex calls.
- Experience of providing guidance to other team members on the processes and policies being executed by the team.
- Experience of offering suggestions for improving own or team working practices.
- Previous NHS experience.
Desirable
- Previous clerical experience working in an NHS appointment booking service and for providing an excellent level of customer service.
Qualifications
Essential
- A Levels* Educated to NVQ level 3* Certificate in Management or other supervisory /management qualification. *
- Evidence of on-going personal development.
Skills
Essential
- Excellent written and verbal communication skills with the ability to exchange detailed and complex information in a straightforward manner.
- Professional telephone manner and ability to handle complex calls and potential complaints in a positive professional manner.
- Ability to work on own initiative whilst under pressure, including working to tight deadlines and prioritising work effectively.
- Keyboard skills and computer skills including Microsoft Office packages
Knowledge
Essential
- Knowledge of the NHS Constitution, Patient Access Policies and the 18-week Referral to Treatment policies and their application.
- Knowledge of Patient Administration System (or equivalent system).
- Understanding of the HR policies and process and their application within a team setting.
Person Specification
Experience
Essential
- Extensive experience/knowledge of computers, data input and word processing.
- Experience of working with the 18 week referral to treatment policy and outpatient and inpatient policies and ensuring that service quality is maintained.
- Experience of handling complex processing issues where detailed data and process understanding is required in order to take corrective action
- Experience of working face to face and/or telephone contact with the general public including the handling of complaints and complex calls.
- Experience of providing guidance to other team members on the processes and policies being executed by the team.
- Experience of offering suggestions for improving own or team working practices.
- Previous NHS experience.
Desirable
- Previous clerical experience working in an NHS appointment booking service and for providing an excellent level of customer service.
Qualifications
Essential
- A Levels* Educated to NVQ level 3* Certificate in Management or other supervisory /management qualification. *
- Evidence of on-going personal development.
Skills
Essential
- Excellent written and verbal communication skills with the ability to exchange detailed and complex information in a straightforward manner.
- Professional telephone manner and ability to handle complex calls and potential complaints in a positive professional manner.
- Ability to work on own initiative whilst under pressure, including working to tight deadlines and prioritising work effectively.
- Keyboard skills and computer skills including Microsoft Office packages
Knowledge
Essential
- Knowledge of the NHS Constitution, Patient Access Policies and the 18-week Referral to Treatment policies and their application.
- Knowledge of Patient Administration System (or equivalent system).
- Understanding of the HR policies and process and their application within a team setting.
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.
