Booking Clerk

Job responsibilities

• Undertake booking and scheduling of appointments to a range of services including community, outpatients, imaging and admission appointments in line with Trust policy and standard operating procedures. This includes the processing of cancellations of appointments by the patients and the hospital.
• Monitor and extract referrals from systems such as Choose and Book ensuring that referral accept/reject timescales are adhered to.
• Escalate issues related to the booking and scheduling of patient appointments in agreed timescales to supervisory and management staff.
• Undertake bookings on the ambulance transport system to facilitate the patients attendance, request interpreters and inform the patient records department of appointments booked with short notice as required.
• Handle enquiries from patients and staff in relation to appointment booking and scheduling through a variety of media although predominantly through telephone.
• Maintain an up to date electronic and paper office filing system appropriate to the relevant department and undertakes filing in patient records in accordance with the Trusts Records Management Policy and the filing responsibilities for each clinical area.
• Use Trust Booking and Scheduling systems to undertake bookings into community, outpatient, imaging and admission appointments including the entry and processing of patient data.
• Use Trust systems including waiting list and patient tracking list information to ensurepatients are booked and scheduled in the correct order.
• Ensures data entry onto Trust systems is consistent with workflows and follow standard operating procedures.
• Follow Trust policy in relation to processes for assessment and management of potential overseas visitors including the accurate recording of information and escalation of concerns to the line manager.
• Provide non-clinical advice to patients in relation to appointments and admissions.
• Use local and national systems such as the NHS Spine, Choose and Book, Ideas, CRIS, Meditech and other systems to enable booking and scheduling of appointments.
• Follow departmental policies and standard operating procedures for the undertaking of work tasks and duties.
• Support Trust and departmental processes for the review and management of data quality issues related to booking and scheduling activity.
• Deliver a high-level of customer service in all interactions with patients, their relatives, carers and staff to ensure the highest standards in respect of patient privacy and dignity.

Other Responsibilities:

• Operate within the required behaviours and values of the Trust leading by example in the delivery of the services performance.
• Manage work load in agreement with line manager.
• Communicate and establish working relationships as appropriate in relation toworkload, activities and job role with colleagues within the service and wider Trust.
• Undertake general administration support within the service as required and directedby the line manager.
• The content of this Job Description represents an outline of the post only and istherefore not a precise catalogue of duties and responsibilities. The Job Description is therefore intended to be flexible and is subject to review and amendment in the light of changing circumstances, following consultation with the post holder.

Skills

Essential

• Good level of numeracy and literacy skills.
• Working knowledge of Microsoft Office packages i.e., Outlook, Word, Excel
• Able to communicate clearly both in verbal and written communications.
• Basic keyboard & PC skills.
• Organized and methodical with an attention to detail.
• Professional and friendly telephone manner
• Able to maintain accuracy to high standards

Qualifications & Learning

Essential

• Educated to GCSE level or equivalent including English and Mathematics.
• European Computer Driving Licence (ECDL) Qualification or equivalent.

Desirable

• Additional Customer Service or Administration qualification such as an NVQ Qualification.

Experience

Essential

• Experience of working in a NHS contact centre, reception or equivalent appointment booking environment.
• Previous experience of data entry/ input.

Desirable

• Knowledge of a hospital-based Patient Administration System.

Knowledge

Essential

• Understanding of confidentiality, Data Protection and Caldicott principles.
• Able to recognise and resolve routine issues referring where appropriate.
• Knowledge of NHS waiting time requirements and procedures.

Personal Qualities

Essential

• Flexible and adaptable to change
• Ability to work to a deadline and to priorities own workload
• Ability to work on own unsupervised
• Courteous and friendly
• Be able to work under pressure in a busy environment
• Ability to work independently or as part of a team
• Able to multi task
• Capable of dealing with sensitive and confidential documents and situations

Desirable

• Able to implement new ideas to benefit patients, staff and working environment

Other

Essential

• Keen to develop personal skills
• Good work attendance
• Flexibility & motivation
• Able to change duties at short notice
• Occupational Health cleared to perform the duties of the role

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).