Endoscopy Booking Coordinator

Job description

Job responsibilities

Negotiate patient appointments to attend for endoscopy procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.

Ensure all relevant patient information is recorded on the Trusts IT systems and updated accordingly, including early offers of operation date.

To be the point of contact in the Trust for booking enquiries from patients.

Work flexibly and provide cross cover for colleagues in the Department.

Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.

Booking Management

Liaise with clinicians to create a database of procedures times, together with key information regarding fully utilising endoscopy lists.

Strict adherence to sequential booking, access booking times and the waiting list policy is essential.

Order any specialised equipment as necessary in a timely manner to ensure equipment is available for the list.

Ensure any patients who have not responded to invite letters are dealt with in line with the waiting list policy.

Create and distribute procedure lists appropriately to relevant areas, informing of any changes when they arise.

Communication

Be clear, concise, polite, friendly and professional when communicating with patients, their relatives and carers as well as with hospital consultants, nurses, other health professionals, hospital staff from own and other departments and staff from general practice.

Exemplify best practice in communication with patients, relatives and carers.

Ensure patients are sent appropriate communications regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.

Communicate with patients of an individual basis both face to face and over the telephone, to both book patient appointments and answer queries on behalf of the clerical team.

Service Improvement/Team Development

Be involved in the development & revision of protocols & processes as required.

Co-operate in the introduction of new technology and developments associated with the Patient Administration System.

Ability to provide advice and train staff in the administrative processes on the Unit.

Data Quality

Ensure any data entries are accurate and good record keeping is maintained at all times.

Ensure surveillance waiting lists are regularly validated and actioned to ensure accurate and timely booking for all patients.

Plan own daily workload, including routine, periodic checks on outstanding work to ensure patients are appointed systematically and in turn, in line with Cancer, Diagnostics and 18 week targets.

Participate in any patient satisfaction surveys carried out for the Endoscopy Unit.

Person Specification

Qualifications

Essential

• Good command of the English language - both written and spoken. GCSE Level or equivalent standard
• Typing or word processing qualification or minimum of one year's experience

Desirable

• European Computer Driving License
• NVQ 3 Customer Service / Administration

Experience

Essential

• Experience of waiting list management
• Experience of Booked Admissions
• Previous customer service experience

Desirable

• Medical secretarial skills

Skills

Essential

• Demonstrate knowledge of waiting list management
• Proficient word processing skills
• Ability to develop good working relationships with medical and other hospital staff at all levels
• Ability to communicate verbally in a clear and effective way both face to face and on the telephone
• Ability to deal tactfully and efficiently with a wide range of people eg. Patients, visitors, medical staff in a helpful manner
• Ability to prioritise workload and use own initiative
• Understanding of the importance of confidentiality
• Knowledge and use of Outlook, Excel and Word
• Knowledge of Patient Administrative System
• Good understanding of clinical procedures in order to manage waiting lists

Desirable

• Knowledge of Medical terminology

Personal Qualities

Essential

• Display a flexible approach to work and the ability to cope with changes in environment and new technology
• Self-confident
• Professional manner
• Willing and able to work as part of a team

Other

Essential

• Flexible working hours will be required
• Good attendance record
• Able to work for prolonged periods on a VDU

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

South Warwickshire University NHS Foundation Trust

Address

Endoscopy Admin - Warwick Hospital

Lakin Road

Warwick

CV34 5BW

Employer's website

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