Job summary
Outpatient Booking Services is based at Rouen Road, where the staff are extremely friendly and welcoming but work in a very busy office environment. Progression in the department is available and full training is supplied.
Full and part time hours available.
Interview date: 19th March 2024
Main duties of the job
You will be booking and cancelling outpatient appointments, using up to 5 systems that should contain identical information and will be receiving and making telephone calls internally and externally conversing with patients and GP practices.
- Based at Rouen Road easy access to the city centre
- Work arrangements Monday - Friday (hours to be agreed)
- You will be working in a small team dealing with Cardiology bookings
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
- Dealing with both telephone and post appointment requests and queries for any new and follow-up appointments.
- To assist the teams in maintaining out-patient procedures for the Trust, to include compliance with choice, partial booking, full booking, PAS and eRS.
- To support the booking of new and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways.
- Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team, and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.
- To assist the teams in adding patients to the outpatient waiting lists. Ensure patients are called in chronological and priority order.
- Generate all letters in the time scales agreed to maintain a partial booking process.
- When patients have failed to respond in the agreed timescales or declined two offers, after discussion with your team co-ordinator, remove patients from waiting list, inform patient and GP by letter that they have been removed from the Trust waiting list.
- Action changes affecting the Master Index and assist with its maintenance.
- Other general duties, which may be necessary to ensure the smooth functioning of the department.
- The post holder will ensure that any data created, edited, used, or recorded on Trust databases within their area of responsibility is accurate and recorded with Trust Policy timescales in order to maintain the highest standards of data quality within the statutory and regulatory framework.
Please see the attached job description for full details.
Job description
Job responsibilities
- Dealing with both telephone and post appointment requests and queries for any new and follow-up appointments.
- To assist the teams in maintaining out-patient procedures for the Trust, to include compliance with choice, partial booking, full booking, PAS and eRS.
- To support the booking of new and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways.
- Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team, and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.
- To assist the teams in adding patients to the outpatient waiting lists. Ensure patients are called in chronological and priority order.
- Generate all letters in the time scales agreed to maintain a partial booking process.
- When patients have failed to respond in the agreed timescales or declined two offers, after discussion with your team co-ordinator, remove patients from waiting list, inform patient and GP by letter that they have been removed from the Trust waiting list.
- Action changes affecting the Master Index and assist with its maintenance.
- Other general duties, which may be necessary to ensure the smooth functioning of the department.
- The post holder will ensure that any data created, edited, used, or recorded on Trust databases within their area of responsibility is accurate and recorded with Trust Policy timescales in order to maintain the highest standards of data quality within the statutory and regulatory framework.
Please see the attached job description for full details.
Person Specification
Experience
Desirable
Skills
Essential
- Effective communication skills - both verbal and written
- IT skills in Microsoft Outlook & Word
- Excellent interpersonal skills
- Excellent organisational skills
Attitude, aptitude
Essential
- Team Player
- Initiative
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Qualifications
Essential
Person Specification
Experience
Desirable
Skills
Essential
- Effective communication skills - both verbal and written
- IT skills in Microsoft Outlook & Word
- Excellent interpersonal skills
- Excellent organisational skills
Attitude, aptitude
Essential
- Team Player
- Initiative
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Qualifications
Essential
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.
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).
Additional information
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.
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).
