About this role
Job summary
We are looking to recruit an organised and methodical person with excellent customer service skills to join our busy Referral Booking Team.
You will also be responsible for booking patient appointments using the Patient Administration System, clinic management such as cancelling clinics, RBT Clerk duties and dealing with general enquiries. You will be required to make changes to patients personal details and adding new patient referrals. .
You will have the ability to work in a systemic and methodical way, either under direction or on your own initiative, be friendly and conscientious and have excellent communication skills. Attention to detail is of the utmost importance, as is the ability to remain calm under pressure.
**PLEASE NOTE: PREVIOUS APPLICANTS NEED NOT APPLY**
Main duties of the job
Recording details of new referrals on the respective consultants' outpatient waiting list. Notifying patients of receipt of referral and likely waiting time for appointment. To organise interpretation services for patients whose first language is not English. Deal with all telephone calls in a calm, professional, courteous and timely manner and be able to answer enquiries from patients and/or relatives who may have varying levels of ability to understand or where there are language barriers. This requires daily use of empathy, tact and diplomacy in dealing with patients who may be hostile or antagonistic, often when their expectations are not met, ie waiting times to appointment and cancelled clinics. Take full advantage of Trust systems, including the Patient Administration System and use of the Trust's intranet and/or internet. This includes use of PRISM and OCM to check results have taken place or been ordered and to provide copies of results to clinicians where necessary. Confident use of the national NHS e-Referral system including direct booking, referral assessment services and re-directing of referrals to correct service or clinic. Mutually arrange and book appropriate appointment times with confirmation in writing where possible. This is a complicated procedure utilising a confidential patient database, e Referral, relevant background codes and a knowledge of all the clinics within the Trust as well as clinicians' individual requirements and subspecialties.
About us
There's never been a more exciting time to join TeamQEH. We're working on a once in a generation opportunity to build a new state-of-the-art hospital due to open in 2031/32 and we are also carrying out on one of the biggest pieces of digital transformation work we've ever undertaken.
Our new electronic patient record (EPR) will replace paper-based patient records from 2026 and will lead to better, safer, joined-up care at The Queen Elizabeth Hospital and beyond.
At The QEH we provide a comprehensive range of specialist, acute, obstetrics and community-based services to around 331,000 people across west and north Norfolk, North Cambs and South Lincs.
We are an ambitious organisation that upholds our values of kindness, wellness and fairness. We strive for continuous quality improvement, recently demonstrated in our 2024 CQC maternity inspection rating our services as 'Good', and we are proud to be a place to learn and grow through recognised learning and apprenticeships.
We recognise and reward our 4,000 staff and volunteers, priding ourselves on a community atmosphere and positive team spirit. We have approx. 530 beds across 33 wards and have newly built education and training facilities, a range of modern award-winning centres alongside a talented team of people ready to give you a warm welcome. We love working here and think you will too.
Job description Job responsibilities
Please see attached Job Description and Person Specification for more information regarding this opportunity.
Person Specification
Qualifications Essential
Educated to GCSE Level or equivalent
Desirable
Level 1 or 2 IT Qualification GCSE in English and Mathematics
Experience Essential
Recent administrative, customer services, or reception experience Excellent telephone manner
Desirable
Proven good organisation skills Previous experience of call centre Previous experience in a healthcare environment Understanding of clinical pathways and associated medical terminology
Skills, abilities and knowledge Essential
Excellent verbal and written communication skills Evidence of ability to operate effectively as part of a team or on own initiative Ability to multi-task and complete in-depth problem solving Ability to follow instructions accurately
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 The Queen Elizabeth Hospital King's Lynn NHSFT
Address The Queen Elizabeth Hospital
Gayton Road
King's Lynn
PE30 4ET
United Kingdom
Employer's website https://www.qehkl.nhs.uk (Opens in a new tab)