Job summary
Booking Centre Operative
Band 2
Monday - Friday 37.5hrs per week
Alternating 8am-4pm on week 1 and 9am-5pm on week 2
Are you enthusiastic and conscientious? Do you take pride in your work? Do you work well in a team but can also work autonomously?
If these words describe you, then you could be just the person we're looking for.
We have a fixed 12 month full time or part time vacancy within the Booking Centre for a Booking Centre Operative based at The Laurels, Glenfield Hospital.
You will be ringing patients regarding their outpatient appointment and offering assistant on how to get to hospital.
All our Trusts are working towards Equal Opportunities with flexible working practices.
New Deal Applicants are encouraged to apply.
Main duties of the job
This will be done following standard procedures and scripts as required using our various hospital systems in line with Government and Trust guidelines.
Communication and liaison with outpatient staff and referrals management is a key part to this role and will require an in-depth knowledge of the patient access policy and all other hospital policies and procedures.
About us
We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children's Hospital and run one of the country's leading heart centres.
Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.
We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.
Our purpose is to provide 'Caring at its best' and our staff have helped us create a set of values that embody who we are and what we're here to do. They are:
o We focus on what matters most
o We treat others how we would like to be treated
o We are passionate and creative in our work
o We do what we say we are going to do
o We are one team and we are best when we work together
Our patients are at the heart of all we do and we believe that 'Caring at its best' is not just about the treatments and services we provide, but about giving our patients the best possible experience.
About the University Hospitals of Leicester NHS Trust: (leicestershospitals.nhs.uk)
Job description
Job responsibilities
To provide excellent customer care whilst answering telephones in a polite and courteous manner in line with departmental standards.
To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -
- Validating patient demographic details and updating as necessary
- Making, changing or cancelling outpatient appointments
- Updating computerised records of patient information in line with departmental and hospital policies and procedures.
- Understanding all information contained on the system to assist patients and staff with queries on the telephone
- To ensure that the department email address is checked and action in order of priority in accordance with departmental standards.
- To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
- To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.
- To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.
- To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.
- To continue striving to improve the service, making suggestions to the Team Leader as necessary.
To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.
To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.
To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.
To undertake any other duties in line with the grade as directed by the Team Leader.
Job description
Job responsibilities
To provide excellent customer care whilst answering telephones in a polite and courteous manner in line with departmental standards.
To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -
- Validating patient demographic details and updating as necessary
- Making, changing or cancelling outpatient appointments
- Updating computerised records of patient information in line with departmental and hospital policies and procedures.
- Understanding all information contained on the system to assist patients and staff with queries on the telephone
- To ensure that the department email address is checked and action in order of priority in accordance with departmental standards.
- To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
- To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.
- To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.
- To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.
- To continue striving to improve the service, making suggestions to the Team Leader as necessary.
To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.
To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.
To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.
To undertake any other duties in line with the grade as directed by the Team Leader.
Person Specification
Trust values
Essential
- Evidenced knowledge or application of Trust values
Qualifications
Essential
- GCSE or equivalent pass (higher level qualifications count)
Desirable
- Additional IT/customer service qualifications
Experience
Essential
- Office work experience
- Customer/patient interaction experience
Desirable
Communication & Teamwork
Essential
- Team work evidenced
- Good communication skills evidenced
Analytical & Judgement skills
Essential
- Good level of literacy evidenced in application
Desirable
- Knowledge of NHS booking rules/targets/RTT
Planning & Organisation skills
Essential
- Evidenced working independently and part of a team
Person Specification
Trust values
Essential
- Evidenced knowledge or application of Trust values
Qualifications
Essential
- GCSE or equivalent pass (higher level qualifications count)
Desirable
- Additional IT/customer service qualifications
Experience
Essential
- Office work experience
- Customer/patient interaction experience
Desirable
Communication & Teamwork
Essential
- Team work evidenced
- Good communication skills evidenced
Analytical & Judgement skills
Essential
- Good level of literacy evidenced in application
Desirable
- Knowledge of NHS booking rules/targets/RTT
Planning & Organisation skills
Essential
- Evidenced working independently and part of a team
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).
