Bookings Officer

Job description

Job responsibilities

JOB PURPOSE

To provide a sympathetic and professional administration service to patients and service users. To assist in the smooth and efficient running of all appointments and bookings. To maintain accurate electronic patient records and bookings system whilst liaising with customers, staff, consultants, patients, and other service users.

KEY RELATIONSHIPS

Patients Service Users

Relatives Friends Family

Colleagues

Consultants

NHS Colleagues

Stakeholders

SMT

KEY RESPONSIBILITIES

Financial

To ensure all customer appointments and bookings are entered onto the electronic system in an accurate and timely manner

To ensure that all necessary testing and investigations are carried out prior to referral in accordance with the AQP contracts and financial obligations of Spencer Private Hospitals

Process required private and NHS referrals in a quick and timely fashion, liaising with relevant parties where appropriate

Follow up on new patient enquiries and book appointments accordingly

To ensure that NHS bookings are processed in line with NHS Referral and Treatment Criteria guidance

Business Development

Provide a quality service for customers and local service users

Continue to improve the relations to ensure effective communication between SPH and consultants, service users and Trust departments for Choose and Book, Wating List and private work

Develop in depth service knowledge and offer information about our services to our clients

Quality

To participate in in-house training sessions and attend meetings and discussions when required

To continually maintain accurate electronic records and bookings systems

To assist in any clerical duties considered necessary for the smooth running of the department i.e. sending appointment letters, sending emails, requesting results, data entry etc.

To process a high volume of telephone/email enquiries, relay messages and liaise with consultants, secretaries, and departments within the hospital

To assist in the provision of a sympathetic and professional patient service

To act in a discreet, diplomatic, and tactful manner at all times

To ensure that all local policies and legal requirements relating to clinical care, Information Governance, GDPR and Health and Safety are complied with

Workforce

To work under supervision and direction of the Bookings Managers to ensure a smooth service

To work with Line Manager to retain external ISO9001 and ISO14001 accreditation and participate with Investors in People

To attend staff appraisal and identify personal needs and set and evaluate personal objectives

Role Specific Tasks

To ensure that all upcoming outpatient clinics and inpatient admissions are ready electronically on both the in-house computer system and any Trust based systems used, ensuring full capacity is achieved

Effectively manage the administration of all outpatient clinics over a seven-day period, planning in advance and contacting patients as and when required

To ensure the accurate management of electronic patient files, including creating, amending and discharging

To ensure accurate processing, in a timely manner, of both outpatient and inpatient bookings for a variety of patient categories including Private Self-Pay, Private Insured, NHS Choose and Book and NHS Contract Work and to be the contact point for patients

To manage in a timely manner, the waiting lists for NHS Choose and Book and NHS Contract Work

To liaise closely with consultants on availability, including the booking of outpatient clinics and diary management for both private patients and Choose and Book clinics

To liaise closely with consultants on availability for Private, Choose & Book and Waiting List theatre lists and diary management

To liaise closely with the Theatres Department to ensure adequate staffing for all lists

To ensure authorisation of all insured patients prior to admission

To book in patients pre-assessment appointment at time of arranging inpatient admission and updating all relevant parties with information required

To manage and book in all new Physio appointments and monitor the booking of follow ups by the Physio Team. Ensure that Physio dept are aware of the number of inpatients they need to see post procedure

Arrange all referrals daily for triaging by Physiotherapy Manager or the next senior physiotherapist

Equal Opportunities

It is the aim of the hospital to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, sex, race, colour, nationality or ethnic or national origins, or is not placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end, the hospital has an Equal Opportunities Policy and it is for each employee to contribute to its success.

Health & Safety

All Employees must be aware of the responsibility placed on them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors. Individual employees should also refer to specific health and safety requirements within their own job descriptions.

Data Protection

If required to do so, to obtain, process and/or use information held on a computer or word-processor in a fair and lawful way. To hold data only for the specific registered purpose, and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed by Spencer Private Hospitals

Customer Care

It is the aim of the hospital to provide patients and clients with the best possible care and service. In order to meet this aim all of our staff are required, at all times, to put the patient or client first and do their utmost to meet their requests and needs courteously and efficiently.

Confidentiality

To ensure that confidential information is not disclosed about Spencer Private Hospitals (including information regarding patients and staff) to any unauthorised member of staff, or to anyone outside the employment of Spencer Private Hospitals

This job description is intended to reflect, in outline, the responsibilities of the post holder, which may change over time with corporate or local business needs of Spencer Private Hospitals. It will therefore be subject to periodic review and amendment in the light of changing circumstances and following consultation with the post holder.

Person Specification

Personal Attributes

Essential

• Outstanding communication skills
• Polite and confident telephone manner
• Organised and methodical in approach
• Team Player
• Ability to act on own initiative
• Excellent Customer Service Skills
• Motivated
• Flexible to the needs of the business
• Able to meet deadlines
• Able to work in a highly pressurised environment
• Ability to travel between sites
• Ability to work from home

Qualifications

Essential

• Maths and English (GCSE or equivalent) Grade C or above

Desirable

• Choose and Book (ERS) Certification

Experience

Essential

• Proven experience in a busy administration environment

Desirable

• Proven experience in medical administration environment
• Experience liaising with GPs and patients
• Proven experience of booking appointments

Skills

Essential

• Excellent IT Skills
• Microsoft Applications (Word, Excel, Outlook)

Desirable

• Trust Systems: Patient Centre (PAS) / DART OCM / EDN EPR / RIS/X-ray
• Compucare

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

Spencer Private Hospitals Ltd

Address

Units 2 & 4 Almond House

Betteshanger Country Park

Betteshanger, Deal

Kent

CT14 0EN

Employer's website

https://www.spencerprivatehospitals.com/ (Opens in a new tab)