Ophthalmology Booking Clerk

Job description

Job responsibilities

Key Result Areas:

Knowledge, skills and Experience Required:

Good basic education to GCSE or O level standard for numeracy and literacy

NVQ level 2/3 or equivalent experience

Keyboard and computer skills

Ability to work accurately with attention to detail.

Ability to work as part of a team

To be able to follow instructions and undertake a designated work plan

Measurable Result Areas:

Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient 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 PAS system 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.

Liaise with clinicians to create a database of operation times per procedure, together with key information regarding fully utilising theatre lists.

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

Book pre-operative assessment appointments as necessary

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

Create and forward admissions and theatre lists to wards, theatres and other departments as necessary.

Ensure any patients who have not responded to invite letters, or do not attend pre-operative assessment clinics, are dealt with in line with the waiting list policy.

Ensure patients on a 2 week wait pathway are treated within national cancer target requirements

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

Ensure waiting lists are regularly validated to ensure accurate

Monitor patients pathways to ensure patients dont breach their 18 week pathways

To work across both Warwick Hospital and Stratford-upon-Avon Hospital sites.

Other administrative duties, within the Ophthalmology Department as required.

Communications and Working Relationships:

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

To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.

Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.

Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.

Liaise with reception staff regarding clinics and follow up appointments

Person Specification

Qualifications

Essential

• Good general education
• NVQ level 2 Customer Service/ Administration
• IT qualification i.e. RSA, NVQ, ECDL

Desirable

• NVQ 3 Customer Service/ Administration

Experience

Essential

• Previous customer service experience
• Previous clerical experience.

Desirable

• Previous Healthcare/NHS experience

Skills

Essential

• Articulate and able to communicate clearly: verbally and written
• Good interpersonal skills - able to work as a team
• Able to use initiative
• Competent to communicate with all grades of staff and public
• Knowledge and use of outlook, excel and word
• Ability and experience in managing own workload
• Demonstrates initiative and use of innovative and lateral thinking in problem solving
• Good analytical skills to ensure good knowledge and experience in balancing theatre lists/clinic mix

Desirable

• Knowledge of Patient Administration System
• Good understanding of clinical procedures in order to manage waiting list.
• Knowledge of Medical terminology

Personal Qualities

Essential

• Responsible and reliable
• Able to use own initiative
• Able to work effectively as a team member
• Recognises own limitations
• Professional manner
• Adhere to patient confidentiality
• Able to work under pressure and meet deadlines

Desirable

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

Other Job requirements

Essential

• Work within Trust Policies and Procedures.
• Clear Criminal Records Bureau Check
• Flexibility
• Smart appearance
• Approachable
• Good time-keeping

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

South Warwickshire University NHS Foundation Trust

Lakin Road

Warwick

CV34 5BW

Employer's website

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