Job summary
Outpatient Scheduler
Department: Reception and Central Booking
Band 3 £22,816-£24,336 pro rata if part-time
Hours: 1 x 37.5hr fixed term and 1 x 37.5hrs and 1 x 17.5hrs permanent all MKUH roles will be considered for flexible working. All MKUH roles will be considered for flexible working.
An opportunity has arisen to join the Central Booking Office as a Scheduler. The successful candidate will work in the Central Booking Office between the hours of 08:00-17:00.
We are looking for dynamic candidates who have previous customer care experience. The outpatient department at Milton Keynes University Hospital see a large number of patients on a daily basis, the Schedulers have a significant role to play in a patients journey and experience.
The successful candidate will be able to maintain a professional demeanour whilst meeting the trusts high standards.
Please note that this post is subject to an initial probationary period of six months, extendable up to a period of 12 months. A DBS check may be required for new employees. MKUH promotes an inclusive workforce and proactively welcomes applications from underrepresented groups in our community.
Interview Date: Week commencing 22/07/2024
Main duties of the job
The main responsibilities of this role are to book patients into a variety of Paediatric Outpatient clinics in accordance with Trust and national targets and policies and to check in and out patients visiting the clinics in Milton Mouse.
The post holder will work as part of a multidisciplinary team under the direction of the Clinical Service Unit (CSU), Service Manager, and Admin Team leader and will provide expertise in
the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly in support of the Paediatric Patient Pathway Coordinators.
The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focussed and knowledgeable point of contact on all booking related matters.
The post holder will provide a consistent approach across the Trust, Standard Operating Procedures (SOP) will describe how the functions of this role will be carried out along with the timescales to which are to be adhered.
About us
''Administrative and Clerical colleagues experience a highly compassionate and inclusive work environment at MKUH, scoring 7.56 out of 10.'' (NHS Staff Survey 2023).
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
Use Trust IT systems and CSU databases to ensure relevant and appropriate patient information is entered and captured.
Investigate any patient DNAs, communicating the results to the Consultants and business unit team as appropriate, updating eCARE and waitlists accordingly.
Communicate the details of cancelled appointments to the Clinician ensuring that all information is available. Notify the General Practitioner and update eCARE and waitlists.
Collate all appropriate information in a timely manner for MDT meetings, and attend as appropriate.
Register new patients details on to eCARE as well as update existing patient details.
Book new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups.
Identify empty slots and match with outstanding appointments to be made to minimise unused capacity.
To understand 18 weeks referral to treatment (RTT) rules and use them to manage all elective patient journeys.
To be responsible for identifying and escalating any issues to the CSU Admin Team Leader which could compromise delivery of the 18 week RTT pathway , e.g. lack of capacity.
Liaise with internal and external colleagues to share patient pathway information and diagnostic information, and expedite patient journeys where needed.
Demonstrate high levels of customer care and be an ambassador for customer care within the trust
Act as the communication hub for the clinical team, other PPCs, primary care, patients and their relatives as well as internal and external organisations.
Liaise with Patient Experience Team, Patient Feedback systems and groups and any other patient forums to improve care for patients.
Please refer to the job description for further details.
Job description
Job responsibilities
Use Trust IT systems and CSU databases to ensure relevant and appropriate patient information is entered and captured.
Investigate any patient DNAs, communicating the results to the Consultants and business unit team as appropriate, updating eCARE and waitlists accordingly.
Communicate the details of cancelled appointments to the Clinician ensuring that all information is available. Notify the General Practitioner and update eCARE and waitlists.
Collate all appropriate information in a timely manner for MDT meetings, and attend as appropriate.
Register new patients details on to eCARE as well as update existing patient details.
Book new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups.
Identify empty slots and match with outstanding appointments to be made to minimise unused capacity.
To understand 18 weeks referral to treatment (RTT) rules and use them to manage all elective patient journeys.
To be responsible for identifying and escalating any issues to the CSU Admin Team Leader which could compromise delivery of the 18 week RTT pathway , e.g. lack of capacity.
Liaise with internal and external colleagues to share patient pathway information and diagnostic information, and expedite patient journeys where needed.
Demonstrate high levels of customer care and be an ambassador for customer care within the trust
Act as the communication hub for the clinical team, other PPCs, primary care, patients and their relatives as well as internal and external organisations.
Liaise with Patient Experience Team, Patient Feedback systems and groups and any other patient forums to improve care for patients.
Please refer to the job description for further details.
Person Specification
Qualifications and knowledge
Essential
- NVQ Level 3 qualification.
- Good standard of spoken English
- A willingness to undertake further training.
Desirable
Experience
Essential
- Relevant customer care experience or clerical experience.
Desirable
- Recent experience within an NHS environment.
Skills
Essential
- Excellent organisational and time management skills.
- Effective verbal and written communication skills
- Leadership and motivational skills.
- Knowledge of Microsoft Office, especially Word and Excel.
Personal and people development
Essential
- Able to work under pressure.
- Preference for working in a team.
- Demonstrates Trust Values.
- Ability to have a flexible and positive approach.
Communication
Essential
- Effective communication skills.
- Excellent Interpersonal skills.
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations.
Person Specification
Qualifications and knowledge
Essential
- NVQ Level 3 qualification.
- Good standard of spoken English
- A willingness to undertake further training.
Desirable
Experience
Essential
- Relevant customer care experience or clerical experience.
Desirable
- Recent experience within an NHS environment.
Skills
Essential
- Excellent organisational and time management skills.
- Effective verbal and written communication skills
- Leadership and motivational skills.
- Knowledge of Microsoft Office, especially Word and Excel.
Personal and people development
Essential
- Able to work under pressure.
- Preference for working in a team.
- Demonstrates Trust Values.
- Ability to have a flexible and positive approach.
Communication
Essential
- Effective communication skills.
- Excellent Interpersonal skills.
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations.
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.
