Urology Outpatient/Cancer Booking Clerk

Job description

Job responsibilities

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust. To deal with patient enquiries professionally and in line with the Trust standard operating procedures. Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway. To be multi-skilled in your working role and able to assist in all areas of the department as and when required Ensure patient records are updated on all electronic systems and confidentiality is always maintained. To ensure patient cancellations are updated onto the Patient Access System (PAS) and Any other System and the reason for the cancellation recorded immediately within the notes field. To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment. To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol. To liaise with the team leader to provide a communication and highlight any problems, working together as a customer focused team to solve issues that may arise. To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal The job description and person specification may be reviewed on an on-going basis in accordance with the changing needs of the department and the Trust.

Communication1. Providing extra support for any patients that have additional needs2. Communicate with patients clearly and concisely when booking appointmentswhere barriers to communication may exist, including challenging behaviour,learning disability and recent bereavement.3. Use empathy, tact and diplomacy in dealing with staff members or patients whomay be hostile or antagonistic, often when their expectations are not met i.e. waitingtimes to appointments, cancelled clinic.4. Answer internal and external telephone enquires in an efficient and timely manner,from members of staff, departments, patients/relatives and other health careproviders.

Person Specification

Essential criteria

Essential

• 5 GCSEs (A-C) or equivalent, including English and Maths. (5)
• Demonstrated knowledge and awareness of Booking / Appointment procedures and systems (5)
• Good level of literacy and numerical skills to read and record patient details and a range of information. (5)
• Knowledge and awareness of confidentiality issues relating to the Data Protection Act and Computer Misuse Act. (5)
• Able to interact with tact and diplomacy with patients and staff at all levels (5)
• Able to communicate complex information where there are barriers to understanding, because of cultural, physical or special educational needs (5)
• Analytical and Judgemental Able to assess facts to make judgements regarding telephone enquiries from the public or other departments (5)
• Use own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations (5)
• Able to work unsupervised (5)
• Information and Communication Competent in a range of packages, including MS Word and MS Excel, and willing to learn Technology new packages and advance current skills (5)

Desirable

• Educated to at least NVQ Level 3 or equivalent level of competency (5)
• Keyboard skills to RSA Level 3 or equivalent (5)
• Experience of working in a hospital booking team (5)
• Experience of working in a hospital environment (5)
• Working Conditions Long periods of sitting at a computer and using a VDU (5)
• Able to contribute to team performance, be considerate towards others and flexible to meet the needs of the role (5)
• Able to exercise discretion to ensure that patient confidentiality is maintained at all times (5)

Equality Diversity and Inclusion

Essential

• Evidence of having undertaken own development to improve understanding of equalities issues
• Evidence of having championed diversity in previous roles (as appropriate to role).

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.

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

Princess Royal Hospital

Lewes Road

Haywards Heath

RH16 4EX

Employer's website

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