Job summary
Booking Clerk - Band 2 - Permanent
25 hours per week
We are looking to recruit an enthusiastic individual to join our busy administration team in providing a professional and effective Outpatient Central Booking Office for the Trust.
The Central Booking Office Clerk post will currently require cover of shifts between 8am and 6pm Monday to Friday, booking and scheduling within the department, and supporting the service as part of the call centre rota.
The role requires an enthusiastic, competent and proactive individual with an appreciation and understanding of the confidential nature of the work.
Applicants should be excellent communicators with good telephone skills and have the ability to deal with the general public on a daily basis and maintain a positive approach to customer care.
Computer literacy is essential as you will be required to input and extract information from a number of Trust Patient Administrative Systems.
Main duties of the job
Responsible for providing an efficient and high-quality service to support the Central Booking Office in the management of outpatient appointments and referrals whilst maintaining a high level of accuracy and confidentiality at all times.
The post holder will be responsible to support the call centre, answering calls and queries from our patients, to ensure a pleasant patient experience and to meet the KPIs targets.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Compassion
- Accountability
- Respect
- Excellence
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
The job description gives an overview of the main tasks and responsibilities of the role, and the person specification focusses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.
The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.
Job description
Job responsibilities
The job description gives an overview of the main tasks and responsibilities of the role, and the person specification focusses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.
The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.
Person Specification
SKILLS & KNOWLEDGE
Essential
- Accuracy & Attention to Detail
- Excellent communication skills (written, verbal & telephone)
- Excellent telephone manner & interpersonal skills/customer service skills
- Appreciate the needs of patients, carers, and healthcare staff.
- Able to react to unpredictable issues; re-prioritising own workload.
- Excellent IT skills for regular use of computer systems/IT Skills
- Understanding of Confidentiality.
- Plan working time on a daily basis to ensure the successful completion of all tasks whilst remaining aware & supportive of other team members' workload and responsibilities
Desirable
- Competent in the use of Microsoft Office.
- Competent use of the Patient Administration System or similar.
- Knowledge of E-Referrals.
- Knowledge of Patient Administration Systems.
- Knowledge of RTT (referral to treatment) targets
Experience
Essential
- Experience of dealing with members of the public
- Previous experience in a high-level customer service environment
- Experience of working within an environment where telephony standards are agreed and delivered to a high standard.
- Working as part of a team
Desirable
- Previous experience of booking appointments
- NHS Background.
Qualifications
Essential
- Maths and English GCSE level or equivalent / Equivalent experience
Desirable
Person Specification
SKILLS & KNOWLEDGE
Essential
- Accuracy & Attention to Detail
- Excellent communication skills (written, verbal & telephone)
- Excellent telephone manner & interpersonal skills/customer service skills
- Appreciate the needs of patients, carers, and healthcare staff.
- Able to react to unpredictable issues; re-prioritising own workload.
- Excellent IT skills for regular use of computer systems/IT Skills
- Understanding of Confidentiality.
- Plan working time on a daily basis to ensure the successful completion of all tasks whilst remaining aware & supportive of other team members' workload and responsibilities
Desirable
- Competent in the use of Microsoft Office.
- Competent use of the Patient Administration System or similar.
- Knowledge of E-Referrals.
- Knowledge of Patient Administration Systems.
- Knowledge of RTT (referral to treatment) targets
Experience
Essential
- Experience of dealing with members of the public
- Previous experience in a high-level customer service environment
- Experience of working within an environment where telephony standards are agreed and delivered to a high standard.
- Working as part of a team
Desirable
- Previous experience of booking appointments
- NHS Background.
Qualifications
Essential
- Maths and English GCSE level or equivalent / Equivalent experience
Desirable
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).
