About this role
Job summary
Please note that this vacancy is only open to current employees of the NHS in Worcestershire and Herefordshire.
We are looking to appoint and seek enthusiastic and motivated booking clerks to support our urology Booking Team.
You will need to be computer literate, flexible and willing to learn new skills. You will be working within a multi-disciplinary team and must have a positive and proactive approach to work. You will need excellent verbal and written communication skills as you will be dealing with staff and patients by phone and email. Knowledge of medical terminology, administration and organisational experience is preferable.
If you enjoy variety and would like to make a difference, we would like to hear from you.
The Trust is committed to staff training and extended roles and professional development is encouraged.
Hours per week: 30
Main duties of the job
To work as part of the Booking Team to plan, book and schedule appointments and schedule planned procedures ensuring that both Government and Trust targets are met.
Managing follow up amd procedure waiting lists ensuring appropriate prioritisation of patients including giving patients a choice of day and time where possible.
Working with the Manager to ensure that all capacity is utilised efficiently and effectively.
Dealing with all administrative enquiries including incoming calls and emails and assisting patients and staff with booking/re-booking appointments.
About us
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is more than 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us. Our values, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Being open and honest
Ensuring people feel cared for
Showing respect to everyone
We are committed to developing a culture of continuous improvement by embedding the principles of our Improvement System.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
DBS Checks and Costs
Any applicants who are offered posts requiring a DBS check as part of their employment check will have the cost of this check (at the current rate) deducted from their salary. Please see link in Supporting Information section for more details on DBS checks and costs.
Job description Job responsibilities
Job Purpose:
The post holder will be responsible for running reports & selecting patients from the waiting list and dating for procedures and outpatient appointments across hospitals in Worcestershire. You will be responsible for ensuring the patients are booked into appropriate clinical sessions, dependant on their medical needs.
Key Duties:
To ensure that patients are added to the appropriate clinicians wait lists for procedures.
To contact patients via telephone to confirm dates.
To book activity based at the Alexandra hospital, Kidderminster treatment centre and Worcester Royal hospital.
To cancel and reschedule procedure lists / outpatient appointments as indicated by clinical teams &/or management teams sometimes at short notice.
To action changes to individual appointments whilst ensuring that patients are seen within the agreed clinical priority and that written confirmation is immediately sent.
To ensure that patients receive an acknowledgement letter or are immediately appointed in line with agreed booking arrangements, administrative procedures and the patient access policy.
To ensure that patients are selected from the waiting lists in chronological order and appointed according to the prioritisation given by the medical staff.
To highlight clinically urgent requests to clinicians if capacity does not allow for them to be booked.
To ensure that any patients who request removal following validation are removed and the clinical staff informed.
To ensure that systems are in place to monitor utilisation of procedures slots, raising any concerns regarding overbooking / under booking with the relevant Directorate Manager or clinician.
To escalate to the relevant managers when there is a capacity problem.
To calculate where there are likely to be potential breaches and ensure that Directorate Managers are informed of potential problems with long wait breaches.
To respond to any queries and complaints from patients, managers or clinicians regarding procedure bookings and waiting times, ensuring that any serious issues are passed on to the appropriate manager.
To liaise with GPs, Managers, Clinicians and administrative staff regarding referrals, bookings and waiting times.
To set up and maintain a work schedule that ensures all work is prioritised and delivered within the required timescales each week, in particular during holiday periods when replacement cover is unlikely to be provided.
To ensure that all patients recorded data in manual and computerised systems is dealt with in accordance with agreed policies and procedures.
To ensure that all policies and procedures are adhered to, and training undertaken where new policies and procedures are implemented. In particular, those for Health Records, confidentiality and information security.
To ensure that general administrative work associated with referrals, appointments and waiting lists is undertaken according to booking service standards.
Carry out any other duties, within the grade, as requested by the Directorate Management Team.
Person Specification
Qualifications Essential
GCSE English and Maths at Grade C or above.
Experience Essential
Previous experience of dealing with members of the public Experience of working as part of a team
Desirable
Previous booking coordinator / hospital experience Knowledge of patient pathways and Patient Access Policy
Personal Qualities Essential
Able to work in demanding conditions where there is a high volume of activity Accurate and attention to detail Willingness to work with team members to help develop office and communication systems in conjunction with evolving working practices Flexible and adaptable
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 Worcestershire Acute Hospitals NHS Trust
Address The Alexandra Hospital
Woodrow Drive
Redditch
Worcestershire
B98 7UB
United Kingdom
Employer's website https://www.worcsacute.nhs.uk/ (Opens in a new tab)