Job summary
The post holder will be responsible for providing a high quality appointments booking and referral management service for all patients, including two-week wait patients, partial and direct bookings and choose and book appointments. Appointments can be made by phone, face-to-face, e-mail or by eRs. The role incorporates general office duties to all users of the service, in an efficient, professional, and responsible manner.
Functions of the role include customer care, and close liaison with senior management, medical staff, and the use of the Electronic Patient Records (Careflow) and e-referral service.
An in-depth knowledge and experience of Careflow and e-referral system is paramount, to ensure the booking functions are carried out to the required high standards and to provide a speedy, reliable, accurate and professional service.
The booking centre is one of the first points of contact for patients and the trust; therefore it is important that the staff portray a professional corporate image.
Main duties of the job
- To be responsible for booking, changing and cancelling patient appointments.
- Ensuring that all access and booking standards are met in regards to patient appointments when booking.
- To input and maintain information on CareFlow EPR, and other software packages as required for patients referred.
- To contact all suspected cancer patients and offer them an appointment within the target period.
- To help / verify data for reports when necessary
- To be responsible for undertaking clerical and at times, receptionist duties for the unit including ensuring a clean and safe environment.
- Commitment to ICSU and Trust objectives and values.
- Other duties as directed by the Service Manager
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description
Job responsibilities
General
- To ensure that all communication is dealt with confidentially and discreetly and that a sensitive approach is used; to respect patient and staff confidentiality at all times.
- Ensure all outgoing and incoming calls are introduced with the Trust name, department name and staff members name.
- Ensure that patient demographics are correct and up-to-date on EPR when dealing with a patient booking or query
- Liaise as necessary with Consultants, Patient Pathway Coordinator teams, health records, GPs as well as a range of other health professionals and departments within the Trust (for example, the wards, other specialities, health records, IM&T) to ensure that the department interfaces efficiently with them.
Referral Management
- To ensure that referrals are added to the outpatient waiting list and that clinical staff prioritise these within the agreed timescales. Escalating any issues to their supervisor.
- Ensure that all referrals are dealt with promptly and appropriately taking account of requirements for rapid access, urgent or target referrals and local national targets.
- To ensure that patients/referrers receive an acknowledgement letter or are immediately appointed in line with agreed booking arrangements, administrative procedures and the patient access policy.
- Manage incoming Choose and Book referrals
Appointment booking
- To deal promptly and in a professional manner with appointment bookings, cancellations and queries over phone or email taking the necessary action required to assist the caller, including transferring the call to another department if appropriate; respond to all voicemails by the next working day.
- Take an active part in the rotation of all duties including, messages and, telephone queries, booking appointments, where necessary or appropriate.
- Booking and arranging patient transport service requests following Trust transport policy
- Arranging and booking interpreters, ensuring patients are supplied with information and explanatory leaflets
- Consistently polite, courteous and friendly manner when dealing with patients, visitors and staff who may be anxious or worried
- Deal promptly and in a professional manner with telephone enquiries, taking the necessary action required to assist the caller
- Allocate appointments both new and partial booking follow ups in a timely and prioritised manner to ensure all local and national targets are met. Where there may be potential breaches of these targets to escalate to the relevant supervisor immediately.
Job description
Job responsibilities
General
- To ensure that all communication is dealt with confidentially and discreetly and that a sensitive approach is used; to respect patient and staff confidentiality at all times.
- Ensure all outgoing and incoming calls are introduced with the Trust name, department name and staff members name.
- Ensure that patient demographics are correct and up-to-date on EPR when dealing with a patient booking or query
- Liaise as necessary with Consultants, Patient Pathway Coordinator teams, health records, GPs as well as a range of other health professionals and departments within the Trust (for example, the wards, other specialities, health records, IM&T) to ensure that the department interfaces efficiently with them.
Referral Management
- To ensure that referrals are added to the outpatient waiting list and that clinical staff prioritise these within the agreed timescales. Escalating any issues to their supervisor.
- Ensure that all referrals are dealt with promptly and appropriately taking account of requirements for rapid access, urgent or target referrals and local national targets.
- To ensure that patients/referrers receive an acknowledgement letter or are immediately appointed in line with agreed booking arrangements, administrative procedures and the patient access policy.
- Manage incoming Choose and Book referrals
Appointment booking
- To deal promptly and in a professional manner with appointment bookings, cancellations and queries over phone or email taking the necessary action required to assist the caller, including transferring the call to another department if appropriate; respond to all voicemails by the next working day.
- Take an active part in the rotation of all duties including, messages and, telephone queries, booking appointments, where necessary or appropriate.
- Booking and arranging patient transport service requests following Trust transport policy
- Arranging and booking interpreters, ensuring patients are supplied with information and explanatory leaflets
- Consistently polite, courteous and friendly manner when dealing with patients, visitors and staff who may be anxious or worried
- Deal promptly and in a professional manner with telephone enquiries, taking the necessary action required to assist the caller
- Allocate appointments both new and partial booking follow ups in a timely and prioritised manner to ensure all local and national targets are met. Where there may be potential breaches of these targets to escalate to the relevant supervisor immediately.
Person Specification
Education / Qualifications
Essential
- Educated to GCSE Level (or Equivalent) in English and Maths
Knowledge & Experience
Essential
- Data entry experience
- Experience of working within the NHS involving patient contact and scheduling of patient appointments
- Knowledge of Patient Administration System (PAS)
- Basic understanding of data protection laws
- Understanding of equality and diversity
General
Essential
- Good punctuality record
- Good health and attendance record
- Ability to work flexibly
Personal Qualities
Essential
- Able to problem solve
- Enthusiastic and positive with a "can do" approach
- Demonstrate initiative and willingness to learn
- Ability to work to deadlines
Skills & Abilities
Essential
- Excellent interpersonal skills
- Ability to work in a team and independently (with supervision)
- Able to be trained to use Trust IT systems
- Basic IT skills
- Ability to work to agreed standards and procedures
- Able to remain calm in a crisis and deal with sometimes distressing situations from both patients and staff
Desirable
- Ability to organise and prioritise workload (with direction)
Person Specification
Education / Qualifications
Essential
- Educated to GCSE Level (or Equivalent) in English and Maths
Knowledge & Experience
Essential
- Data entry experience
- Experience of working within the NHS involving patient contact and scheduling of patient appointments
- Knowledge of Patient Administration System (PAS)
- Basic understanding of data protection laws
- Understanding of equality and diversity
General
Essential
- Good punctuality record
- Good health and attendance record
- Ability to work flexibly
Personal Qualities
Essential
- Able to problem solve
- Enthusiastic and positive with a "can do" approach
- Demonstrate initiative and willingness to learn
- Ability to work to deadlines
Skills & Abilities
Essential
- Excellent interpersonal skills
- Ability to work in a team and independently (with supervision)
- Able to be trained to use Trust IT systems
- Basic IT skills
- Ability to work to agreed standards and procedures
- Able to remain calm in a crisis and deal with sometimes distressing situations from both patients and staff
Desirable
- Ability to organise and prioritise workload (with direction)
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.
