Job summary
As the Booking Coordinator, your responsibilities will include booking of new/follow up appointments and clinics for various specialties within local and national booking guidelines. You will be responsible for delivering an excellent customer service to patients whilst showing empathy and understanding to their situation. On a daily basis, you will be using your great communication skills by liaising with outpatient reception teams, secretaries and other internal stakeholders in the hospital.
You will be able to work in a calm, logical and methodical way and be able to multi-task on a variety of different urgent queries. You will be familiar with the data protection act and responsible for maintaining patient confidentiality. The department works in line with a number of the government targets around patient waiting time and would suit someone who is familiar with challenging but rewarding targets.
The successful candidate will have clear, concise verbal and written communication skills honed from previous experience to enable accurate records and confidence in dealing with multi-disciplinary teams, patients and carers via telephone and using the database. Please review the person specification, which is attached to make sure you match to this role. You will be working within a larger team of booking coordinators, and feel comfortable working towards a rewarding goal that will help patients, the hospital and reduce pressure on the NHS.
Main duties of the job
To assist the Royal Surrey NHS Foundation Trust in delivering a quality Outpatient Appointment service for patients, ensuring that the Trust is able to meet its service deliverables and national operational targets.
About us
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.
We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.
The Care Quality Commission (CQC) have given us an overall rating of Outstanding.
Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.
Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.
A video about the Royal Surrey - https://www.youtube.com/watch?v=R96pMboIYdo
Job description
Job responsibilities
Please refer to the full job description and person spec
To perform role of an Outpatient Booking Coordinator, ensuring the smooth day-to-day operation of the appointments centre; making and rescheduling appointments for patients according to available clinic capacity, dealing efficiently with all enquiries from staff, referring practitioners, patients and other health service organisations.
Ensuring full utilisation of all available outpatient clinic slots and liaising with key internal stakeholders to raise concerns when patients cannot be booked an appointment within a timely manner. The post holder should have the ability to manage and prioritise their workload whilst being able to work under pressure, and have the ability to communicate with staff at all levels.
KEY RESULT AREAS/MAIN DUTIES AND RESPONSIBILITIES:
1. To register the referral and patient details on Cerner PAS ensuring a high level of data accuracy and amending inaccurate data e.g. change of patient contact details or surname. To enter referrals ensuring they are entered onto the correct waiting time group in compliance with national operational referral-to-treatment (RTT) requirements.
2. The post holder will also be required to have a good working knowledge of the eReferral System (eRS).
3. To highlight any referrals which require urgent attention and deal with them promptly. This can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked. This also involves rapidly highlighting capacity concerns in the urgent and Two Week Rule (TWR suspected cancer) pathways to ensure that patients are seen according to clinical priority and also that the Trust achieves the national cancer targets.
4. To book follow up appointments and ward follow up appointments in line with clinician requirements and appropriate timelines
5. To dispatch all the necessary paperwork; for example, informing patients of their appointment details or notification the GP that the patient failed to attend their appointment.
6. Deal with written and telephone enquiries for departments within the relevant Outpatient service transferring information to other departments as appropriate.
Job description
Job responsibilities
Please refer to the full job description and person spec
To perform role of an Outpatient Booking Coordinator, ensuring the smooth day-to-day operation of the appointments centre; making and rescheduling appointments for patients according to available clinic capacity, dealing efficiently with all enquiries from staff, referring practitioners, patients and other health service organisations.
Ensuring full utilisation of all available outpatient clinic slots and liaising with key internal stakeholders to raise concerns when patients cannot be booked an appointment within a timely manner. The post holder should have the ability to manage and prioritise their workload whilst being able to work under pressure, and have the ability to communicate with staff at all levels.
KEY RESULT AREAS/MAIN DUTIES AND RESPONSIBILITIES:
1. To register the referral and patient details on Cerner PAS ensuring a high level of data accuracy and amending inaccurate data e.g. change of patient contact details or surname. To enter referrals ensuring they are entered onto the correct waiting time group in compliance with national operational referral-to-treatment (RTT) requirements.
2. The post holder will also be required to have a good working knowledge of the eReferral System (eRS).
3. To highlight any referrals which require urgent attention and deal with them promptly. This can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked. This also involves rapidly highlighting capacity concerns in the urgent and Two Week Rule (TWR suspected cancer) pathways to ensure that patients are seen according to clinical priority and also that the Trust achieves the national cancer targets.
4. To book follow up appointments and ward follow up appointments in line with clinician requirements and appropriate timelines
5. To dispatch all the necessary paperwork; for example, informing patients of their appointment details or notification the GP that the patient failed to attend their appointment.
6. Deal with written and telephone enquiries for departments within the relevant Outpatient service transferring information to other departments as appropriate.
Person Specification
Qualifications
Essential
- GCSE passes in Maths and English (or equivalent).
- NVQ Level 4 in business administration or equivalent level of knowledge and experience.
Knowledge
Essential
- Previous administration experience.
- Previous experience of dealing effectively with the general public.
- Knowledge and experience of working with MS Office software.
- Experience of working in a busy office environment.
Desirable
- Experience of working within an appointments booking service.
- Knowledge and experience of Cerner /PAS system.
- Knowledge of hospital clinic procedures.
Person Specification
Qualifications
Essential
- GCSE passes in Maths and English (or equivalent).
- NVQ Level 4 in business administration or equivalent level of knowledge and experience.
Knowledge
Essential
- Previous administration experience.
- Previous experience of dealing effectively with the general public.
- Knowledge and experience of working with MS Office software.
- Experience of working in a busy office environment.
Desirable
- Experience of working within an appointments booking service.
- Knowledge and experience of Cerner /PAS system.
- Knowledge of hospital clinic procedures.
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.
