Booking Clerk | Tameside and Glossop Integrated Care NHS Foundation Trust
| Posting date: | 08 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £22,383 per annumm |
| Hours: | Full time |
| Closing date: | 08 May 2024 |
| Location: | Tameside, OL6 9RW |
| Company: | Tameside and Glossop Integrated Care NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6211924/245-ADM2CBO-01-24-A |
Summary
Booking Clerk - Band 2 - Permanent
Full time and part time
37.5 & 30 hours
We are looking to recruit an enthusiastic individual to join our busy administration team in providing a professional and effective Outpatient Booking and Scheduling Service for the Trust.
The Booking and Scheduling Clerk post will currently require cover of shifts between 8am and 6pm Monday to Friday, booking and scheduling within the department, with the main part of the role supporting the clinic cancellation and template team.
The role requires an enthusiastic, competent and proactive individual with an appreciation and understanding of the confidential nature of the work.
Applicants should be excellent communicators with good telephone skills and have the ability to deal with the general public on a daily basis and maintain a positive approach to customer care.
Computer literacy is essential as you will be required to input and extract information from a number of Trust Patient Administrative Systems.
Responsible for providing an efficient and high-quality service to support the Central Booking Office in the management of outpatient appointments and referrals whilst maintaining a high level of accuracy and confidentiality at all times.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
• Safety
• Care
• Respect
• Communication
• Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
SECTION 1- MAIN RESPONSIBILITIES:
• Adhere to all relevant Trust policies, procedures, and the Trust Patient Access Policy
• To input or amend demographic, personal and clinical details of patient attendances to the hospital using the Lorenzo PAS to provide the Trust with an up-to-date records of patient activity and information. Collection of data to meet the DoH’s minimum data sets for outpatients and for ensuring that complete, accurate and timely data is recorded on the computerised systems to the highest quality standard
• Adding access plans to the Patient Administration System ensuring that patients are on the correct access plan and on the correct 18-Wk pathway
• To manage and monitor the referral letter tracking system ensuring referral letters are returned to CBO from Consultants within 5 days, this will involve liaison with the medical secretaries
• To deal immediately with any referrals of suspected cancer received via fax and Rapid Access Chest Pain referrals. Send to 2WW team and if asked book, to escalate if unable to appoint to meet 2-week target.
• To deal with all enquiries in an efficient, polite, and courteous manner providing a caring, compassionate, helpful service to patients, staff, and the general public
• Provide excellent customer service to our patients including assisting with patient calls at scheduled times and to additionally assist at other busy periods. Assist in maintaining the 90% call answer rate.
• Once the patient has contacted the appointment call centre offer the patient an appointment, which is mutually convenient and within the target range and meeting all rules and guidance; send an appointment letter and appropriate literature to the patient, liaise with scheduler as required
• Inform Supervisor/Manager if there is no clinic capacity to accommodate patients within required target range
• Contact routine patients by telephone to offer short notice/ late availability appointments, update the Lorenzo PAS system and advise the appropriate departments’ i.e. medical records, outpatient reception
• Ensure that when assisting with booking please ensure that clinics are not overbooke
• Arrange transport and interpreters for patients as required
• Dealing with internal and external mail
• Adapting positively to change when new booking methods or working practice guidelines that are introduced
• Working flexibly as and when required to meet the demands of the service or when colleagues are absent through annual leave/sickness-prior notice would be given
• Ensure that confidentiality of patient records is strictly maintained and comply with the Data Protection Act
• Liaise with medical, nursing, clerical staff to provide an efficient and courteous service
• To be fully conversant with and use efficiently all procedures relevant to the CBO function and responsibility
• Manage and print faxes to central inbox and send for triage to relevant team
• Ensure all new patients referrals are uploaded prior to the clinic starting
• Assist with Envoy, EIS, and online cancellations
• Transfer referrals from E referral system an upload on to Lorenzo
• Support and mentor new team members
• Report low levels of supplies and stationery to the line manager
• Complying with all Trust policies and management instruction with regard to Health & Safety and Fire Prevention and in particular, to avoid doing anything that endangers yourself or others. To comply with the Trust’s Confidentiality Policy at all times and to comply with the Data Protection Act;
• Undertaking any other duty as requested by your supervisor / manager which is appropriate to the grade to ensure the smooth running of the department.
SECTION 2- KNOWLEDGE AND SKILLS
• Good communication skills are essential when dealing with internal and external contacts both verbally and face to face. Telephone enquiries must be dealt with professionally always adhering to Trust policy
• Provide patients with general nonclinical advice when manning the Call Centre
• All tasks met as per set deadlines
• Good keyboard skills are required for inputting and amending patient information onto the Lorenzo system
• Training of new staff, bank staff, work experience trainees etc. in the working methods of reception and appointments procedures
Training
The post-holder is expected to:
• Undertake to attend relevant training courses (internal and external) and to participate in the Personal Development Process (PDP)
• Take responsibility for pursuing their own development in accordance with an agreed Personal Development Plan
• Attend all mandatory training and update sessions including Manual Handling and Fire lecture.
Communication
The post-holder is expected to:
• Undertake to act in a professional and polite manner at all times, maintaining high levels of customer care
• Liaise with other disciplines of staff and departments ensuring relevant information is communicated in a timely manner
• Maintain good relationships, communicating with all disciplines within the Trust;
• Maintain good relationships and effective communication with patients, relatives and carers;
• Actively participate in the department and in other group meetings
• Comply with Trust policy and management instructions with regard to Health & Safety and Fire prevention and in particular to avoid doing anything that endangers yourself and others
SECTION 3- EFFORT AND ENVIRONMENT
Physical Effort
The post-holder will be required to sit in a restricted position at a computer for sustained periods of time entering patient information and answering telephone queries.
Mental Effort
The need to concentrate and analyse waiting list information with frequent interruptions, and respond to various enquiries from clinical, managerial, and admin & clerical staff whilst trying to meet specific deadlines.
Emotional Effort
Dealing with anxious, distressed, and angry patients (or relatives) waiting for hospital treatment. Contacting patients to deal with any queries they may have regarding their appointment. Dealing with highly pressured clinical staff.
Working Conditions
Requirement to use VDU continuously during the working day, and regularly answer telephone queries from patients. Occasional verbal / aggressive behaviour from patients and staff. Working in isolation.
Speciality Specific Job Information
Effective communication and/or escalation of any information relating to CBO responsibilities tasks and procedures to ensure complaints issues and any other relevant information is shared on the required need to know basis.
This advert closes on Monday 22 Apr 2024
Full time and part time
37.5 & 30 hours
We are looking to recruit an enthusiastic individual to join our busy administration team in providing a professional and effective Outpatient Booking and Scheduling Service for the Trust.
The Booking and Scheduling Clerk post will currently require cover of shifts between 8am and 6pm Monday to Friday, booking and scheduling within the department, with the main part of the role supporting the clinic cancellation and template team.
The role requires an enthusiastic, competent and proactive individual with an appreciation and understanding of the confidential nature of the work.
Applicants should be excellent communicators with good telephone skills and have the ability to deal with the general public on a daily basis and maintain a positive approach to customer care.
Computer literacy is essential as you will be required to input and extract information from a number of Trust Patient Administrative Systems.
Responsible for providing an efficient and high-quality service to support the Central Booking Office in the management of outpatient appointments and referrals whilst maintaining a high level of accuracy and confidentiality at all times.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
• Safety
• Care
• Respect
• Communication
• Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
SECTION 1- MAIN RESPONSIBILITIES:
• Adhere to all relevant Trust policies, procedures, and the Trust Patient Access Policy
• To input or amend demographic, personal and clinical details of patient attendances to the hospital using the Lorenzo PAS to provide the Trust with an up-to-date records of patient activity and information. Collection of data to meet the DoH’s minimum data sets for outpatients and for ensuring that complete, accurate and timely data is recorded on the computerised systems to the highest quality standard
• Adding access plans to the Patient Administration System ensuring that patients are on the correct access plan and on the correct 18-Wk pathway
• To manage and monitor the referral letter tracking system ensuring referral letters are returned to CBO from Consultants within 5 days, this will involve liaison with the medical secretaries
• To deal immediately with any referrals of suspected cancer received via fax and Rapid Access Chest Pain referrals. Send to 2WW team and if asked book, to escalate if unable to appoint to meet 2-week target.
• To deal with all enquiries in an efficient, polite, and courteous manner providing a caring, compassionate, helpful service to patients, staff, and the general public
• Provide excellent customer service to our patients including assisting with patient calls at scheduled times and to additionally assist at other busy periods. Assist in maintaining the 90% call answer rate.
• Once the patient has contacted the appointment call centre offer the patient an appointment, which is mutually convenient and within the target range and meeting all rules and guidance; send an appointment letter and appropriate literature to the patient, liaise with scheduler as required
• Inform Supervisor/Manager if there is no clinic capacity to accommodate patients within required target range
• Contact routine patients by telephone to offer short notice/ late availability appointments, update the Lorenzo PAS system and advise the appropriate departments’ i.e. medical records, outpatient reception
• Ensure that when assisting with booking please ensure that clinics are not overbooke
• Arrange transport and interpreters for patients as required
• Dealing with internal and external mail
• Adapting positively to change when new booking methods or working practice guidelines that are introduced
• Working flexibly as and when required to meet the demands of the service or when colleagues are absent through annual leave/sickness-prior notice would be given
• Ensure that confidentiality of patient records is strictly maintained and comply with the Data Protection Act
• Liaise with medical, nursing, clerical staff to provide an efficient and courteous service
• To be fully conversant with and use efficiently all procedures relevant to the CBO function and responsibility
• Manage and print faxes to central inbox and send for triage to relevant team
• Ensure all new patients referrals are uploaded prior to the clinic starting
• Assist with Envoy, EIS, and online cancellations
• Transfer referrals from E referral system an upload on to Lorenzo
• Support and mentor new team members
• Report low levels of supplies and stationery to the line manager
• Complying with all Trust policies and management instruction with regard to Health & Safety and Fire Prevention and in particular, to avoid doing anything that endangers yourself or others. To comply with the Trust’s Confidentiality Policy at all times and to comply with the Data Protection Act;
• Undertaking any other duty as requested by your supervisor / manager which is appropriate to the grade to ensure the smooth running of the department.
SECTION 2- KNOWLEDGE AND SKILLS
• Good communication skills are essential when dealing with internal and external contacts both verbally and face to face. Telephone enquiries must be dealt with professionally always adhering to Trust policy
• Provide patients with general nonclinical advice when manning the Call Centre
• All tasks met as per set deadlines
• Good keyboard skills are required for inputting and amending patient information onto the Lorenzo system
• Training of new staff, bank staff, work experience trainees etc. in the working methods of reception and appointments procedures
Training
The post-holder is expected to:
• Undertake to attend relevant training courses (internal and external) and to participate in the Personal Development Process (PDP)
• Take responsibility for pursuing their own development in accordance with an agreed Personal Development Plan
• Attend all mandatory training and update sessions including Manual Handling and Fire lecture.
Communication
The post-holder is expected to:
• Undertake to act in a professional and polite manner at all times, maintaining high levels of customer care
• Liaise with other disciplines of staff and departments ensuring relevant information is communicated in a timely manner
• Maintain good relationships, communicating with all disciplines within the Trust;
• Maintain good relationships and effective communication with patients, relatives and carers;
• Actively participate in the department and in other group meetings
• Comply with Trust policy and management instructions with regard to Health & Safety and Fire prevention and in particular to avoid doing anything that endangers yourself and others
SECTION 3- EFFORT AND ENVIRONMENT
Physical Effort
The post-holder will be required to sit in a restricted position at a computer for sustained periods of time entering patient information and answering telephone queries.
Mental Effort
The need to concentrate and analyse waiting list information with frequent interruptions, and respond to various enquiries from clinical, managerial, and admin & clerical staff whilst trying to meet specific deadlines.
Emotional Effort
Dealing with anxious, distressed, and angry patients (or relatives) waiting for hospital treatment. Contacting patients to deal with any queries they may have regarding their appointment. Dealing with highly pressured clinical staff.
Working Conditions
Requirement to use VDU continuously during the working day, and regularly answer telephone queries from patients. Occasional verbal / aggressive behaviour from patients and staff. Working in isolation.
Speciality Specific Job Information
Effective communication and/or escalation of any information relating to CBO responsibilities tasks and procedures to ensure complaints issues and any other relevant information is shared on the required need to know basis.
This advert closes on Monday 22 Apr 2024