Central Booking Administrator

Job description

Job responsibilities

1

To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generate own workload), which will include:

Using a range of software programmes including SystmOne and RingCentral to produce, maintain and distribute documents / correspondence, including letters, reports, spreadsheets, action logs, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.

Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.

Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner

Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.

Using a variety of systems to book appointments, manage clinician ledgers and be aware of clinicians annual leave

Arrange delivery of HDS products

Booking interpreters to support patient appointments and arrange translation of documents

Researching appropriate websites, downloading and circulating documents, as requested.

Identify and report areas within working processes and procedures that could improve service delivery

Being multiskilled across the services that are supported by Central Booking

2

To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner.

3

To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries.

4

To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking.

5

To email out invites to patients for clinic group sessions.

6

To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels.

7

Inputting onto various databases and systems, e.g. SystmOne, RingCentral and ESSITY, and designated spreadsheets/reports, within the required timescales and deadlines.

8

To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times.

9

To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by the Central Booking Supervisors and/or the Admin Services Manager.

10

To be committed to working within a changing environment, embracing new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to the Central Booking Supervisors and/or the Admin Services Manager.

11

To monitor and report sickness absence and annual leave.

12

Provide cover in other departments, including Reception, during periods of absence, as directed by the Central Booking Supervisors and/or the Admin Services Manager. This may require travelling to other sites.

13

It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.

Person Specification

Qualifications

Essential

• Numerate and literate, with Maths and English GCSE (Level 4 or above), or equivalent
• NVQ Level 3 in Business Administration, or equivalent experience
• Proven IT skills

Experience

Essential

• Proven administration experience in a busy office environment
• Proven experience of working as part of a team

Desirable

• Knowledge of NHS
• Knowledge of SystmOne,
• Knowledge of RingCentral,
• Knowledge of ESSITY.

Skills, Abilities and Knowledge

Essential

• Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
• Typing skills
• Good organisational and communications skills
• Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
• Articulate, calm, polite and well-motivated with a positive attitude to customer care
• Effective communication and listening skills

Desirable

• Enhanced IT skills
• Planning skills
• Customer care skills

Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)

Essential

• Enthusiastic and motivated
• Committed to providing the best possible service to patients showing care and compassion
• Tact and diplomacy

Other

Essential

• Flexible attitude and approach to work to meet Patient / Service needs
• Able to make own transport arrangements to meet the needs of the Service
• Willingness to cover in other geographical locations
• Agile working requests will be considered

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

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

Employer's website

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