Frimley Health NHS Foundation Trust

Elective Waiting List Booking Officer

This job is now closed

Job summary

An opportunity has risen due to retirement to join the inpatient waiting list team based at Heatherwood hospital within the Orthopaedic department . The job involves communicating with patients to book them in for a surgical procedure and will also involve regular communication with a specific group of Orthopaedic Consultants to manage their waiting list and ensure patients are booked in a timely manner.

Main duties of the job

To ensure all phone calls are dealt with in a professional and timely manner .

To treat all patients with dignity, respect and empathy at all time.

To support the Trust in delivering its RTT targets

To work efficiently ensuring administrative tasks are dealt with in a timely fashion within the team

To ensure theatre lists on EPIC are booked using the 6 4 2 process and that are all booked 6 weeks in advance ensuring patients are booked within their target dates according to the NHS 18 week RTT process

To ensure strict confidentiality is maintained at all times and that all communication either via letter or myfrimleyhealth follows information governance processes at all times.

To manage any patient complaints in a timely manner and escalate any to the immediate line manager is necessary.

About us

There's never been a more exciting time to build your career at Frimley Health, one of the country's largest and most respected trusts

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.

We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.

We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR - Epic - went live in June and we are already beginning to reap the benefits of this ambitious investment.

Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other.

If you have a passion for clinical excellence, patient care and your own career development, you'll feel at home at Frimley Health.

Date posted

11 December 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,008 to £25,553 a year per annum INCL HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

151-SL0183

Job locations

Greenwood Offices, Heatherwood Hospital

Brook Avenue

Ascot

SL5 7SG

Job description

Job responsibilities

To communicate with patients in an efficient and courteous manner to arrange, modify or cancel their inpatient procedures. Generating patient admission letters from the computer system and updating records accordingly. Ensuring all records and requests are dealt promptly and accurately filed and maintained. To adhere to the Trust Access Policy when patients do not keep scheduled admission bookings or wish to delay their admission or treatment. To ensure patients are booked within their targets dates unless the patient chooses to wait for their procedure.

Job description

Job responsibilities

Person Specification

Qualifications

Essential

GCSE English and Maths pass or equivalent
ECDL or equivalent
NVQ Level 3 Administration or equivalent practical knowledge

Experience

Desirable

Call centre experience
NHS experience
Good knowledge of NHS targets

Skills

Essential

Excellent customer service skills and evidence of dealing with telephones and meeting targets
Exceptional interpersonal skills
Empathetic problem solving skills
Time management skills
Multi-tasking skills

Knowledge

Desirable

Knowledge of clinical and surgical procedures
Knowledge of medical terminology
Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy

Person Specification

Qualifications

Essential

GCSE English and Maths pass or equivalent
ECDL or equivalent
NVQ Level 3 Administration or equivalent practical knowledge

Experience

Desirable

Call centre experience
NHS experience
Good knowledge of NHS targets

Skills

Essential

Excellent customer service skills and evidence of dealing with telephones and meeting targets
Exceptional interpersonal skills
Empathetic problem solving skills
Time management skills
Multi-tasking skills

Knowledge

Desirable

Knowledge of clinical and surgical procedures
Knowledge of medical terminology
Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy

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.

Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Greenwood Offices, Heatherwood Hospital

Brook Avenue

Ascot

SL5 7SG

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Greenwood Offices, Heatherwood Hospital

Brook Avenue

Ascot

SL5 7SG

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)