At a Glance
- Tasks: Join our team to manage patient bookings and ensure smooth appointment scheduling.
- Company: Be part of East Lancashire Hospitals NHS Trust, dedicated to high-quality patient care.
- Benefits: Enjoy flexible hours, training opportunities, and a supportive team environment.
- Why this job: Make a real impact in healthcare while developing valuable skills in a dynamic setting.
- Qualifications: No specific experience required; just bring your enthusiasm and organisational skills!
- Other info: Positions available for 37.5 hours per week with potential for career progression.
The predicted salary is between 24000 - 36000 Β£ per year.
To provide a high-quality booking and administration service for all patients who require an outpatient appointment, ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner. To support all Directorates in achieving key access targets. Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways.
We are looking for enthusiastic, highly motivated, hardworking and flexible individuals to join the Telephone Booking Centre. You must be an organised, conscientious, caring person with the ability to work on your own or as part of a team and be able to cope with a demanding workflow which at times can be challenging and working to tight deadlines. Our office is a large, open plan department based at Burnley General Hospital. Join our team to play an important role in supporting the secondary care clinicians of East Lancashire to deliver outpatient appointments.
The following positions are available:
- 3 x Band 2 - for 37.5 hours per week.
N.B. - With the right experience or with training and completion of skills and competencies you may rise to Band 3. The hours are 8am to 4pm and 9am to 5pm on a rota basis. You may be expected to work 12pm - 8pm. Whilst training is taking place, the hours will be 9-5 pm Monday to Friday.
Duties include:
- Operating a telephone booking system, to book outpatient appointments for a wide range of specialties across the Trust, many of them to government guidelines and timescales.
- Use of call centre software and reminder service software.
- Day-to-day operational management of the national eReferral system to book, rearrange and manage referrals.
- Accurate collection and recording of data on several systems.
- Adding, removing and booking patients from waiting lists where appropriate.
We are a team of 70 staff which comprises of Booking Clerks, Senior Booking Clerks, Supervisors, DOS Co-Ordinator's, Deputy Manager, Manager and Head of Booking. We work to strict deadlines and have to adhere to tight timescales, working in a demanding environment.
MAIN DUTIES
- Responsible for timely, accurate electronic recording of referrals/requests sent via post, booking centre app, e-mail, eReferral System or self-referral. Registering details on Cerner in a timely manner and checking for duplication of referrals.
- Liaise with the appropriate departments/external stakeholders for missing information or queries and ensure referrals have been allocated to the correct specialty and clinician.
- Liaise with and support GP, optometry and GPwSI staff in both the referral process and management of patients following referral.
- Book appointments for primary community, intermediary care and secondary care providers using a variety of complex electronic schedulers and detailed processes.
- Responsible for processing the referral in accordance with the outcome of clinical triage, following a variety of detailed procedures which vary dependent on which is the most appropriate clinical setting for the condition (primary community, intermediary or secondary care).
- This involves locating relevant data from one system and accurately transferring and recording the detail in other electronic systems (e.g., Cerner, Summary Care Cancer database and Booking Centre app).
- For triage outcomes that are for secondary care, offer unambiguous informed Choice of all secondary care providers visible on the eReferral System to the patient (adhering to government national choice guidelines) agree date with patient, book into directly bookable service on eReferral or add to the waiting list.
- Act as 2-week rule/Fast Track Co-ordinator, checking referral is booked into same service as indicated on the referral letter.
- Be responsible for checking correct dates and tumour site have migrated through to Summary Care Cancer database for 2-week rule referrals.
- Ensure all inappropriately categorised or delayed 2 week rule and other Fast Track referrals are reported to the relevant Manager.
- Operate an βopt inβ process for patients who cannot be contacted by telephone, following a similar process to partial booking methodology, discharging patients who have not replied after a certain period and informing the referrer of the outcome.
- Deal with incoming and outgoing telephone calls, providing a quality telephone service for patients, GP surgeries and other stakeholders and be able to utilise the Booking Centre telephony system to its full potential.
- Provide a responsive and patient-friendly service that supports patients through the NHS referral and booking processes.
- Communicate with patients appropriately, including those who are deaf and for those whom English is not their first language.
- Organise as and when required the attendance of interpreter/link workers/signers or National Interpreting Service for patients attending clinics, by following Trust guidelines currently via an electronic booking system β e.g., DA Languages.
- Use the minicom console to liaise with deaf patients and patients with hearing problems.
- Responsible for registering and/or linking on Cerner all follow-up appointments to the correct 18 week pathway to ensure referral to treatment data is recorded correctly.
This advert closes on Monday 9 Dec 2024.
Booking Clerk East Lancashire Hospitals NHS Trust employer: East Lancashire NHS Hospitals Trust
Contact Detail:
East Lancashire NHS Hospitals Trust Recruiting Team
StudySmarter Expert Advice π€«
We think this is how you could land Booking Clerk East Lancashire Hospitals NHS Trust
β¨Tip Number 1
Familiarise yourself with the NHS booking systems and processes. Understanding how the eReferral System works and the importance of accurate data entry will give you a significant advantage during the interview.
β¨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves dealing with patients and healthcare professionals, being able to convey information clearly and empathetically is crucial.
β¨Tip Number 3
Demonstrate your ability to work under pressure by preparing examples from your past experiences. Highlight situations where you successfully managed tight deadlines or challenging workflows.
β¨Tip Number 4
Show your enthusiasm for the role and the NHS. Research East Lancashire Hospitals NHS Trust and be ready to discuss why you want to be part of their team and how you can contribute to their goals.
We think you need these skills to ace Booking Clerk East Lancashire Hospitals NHS Trust
Some tips for your application π«‘
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Booking Clerk position. Tailor your application to highlight relevant skills and experiences that align with the role.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in administration and customer service. Highlight any experience with booking systems or call centre environments, as these are crucial for this role.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the NHS Trust. Mention specific examples of how your skills and experiences make you a suitable candidate, especially in dealing with patients and managing appointments.
Proofread Your Application: Before submitting your application, proofread all documents for spelling and grammatical errors. A well-presented application reflects your attention to detail, which is essential for the Booking Clerk position.
How to prepare for a job interview at East Lancashire NHS Hospitals Trust
β¨Show Your Organisational Skills
As a Booking Clerk, you'll need to demonstrate your ability to stay organised and manage multiple tasks. Be prepared to discuss specific examples of how you've successfully handled busy workloads or tight deadlines in the past.
β¨Familiarise Yourself with NHS Procedures
Understanding the NHS referral and booking processes is crucial for this role. Research common procedures and terminology used within the NHS, especially related to outpatient appointments, to show your commitment and knowledge during the interview.
β¨Practice Effective Communication
Since the role involves dealing with patients and healthcare professionals over the phone, practice clear and empathetic communication. Prepare to answer questions about how you would handle difficult conversations or communicate with individuals who may have language barriers.
β¨Demonstrate Teamwork and Flexibility
This position requires working as part of a large team. Be ready to share experiences where you've collaborated effectively with others and how you've adapted to changing situations or workflows, showcasing your flexibility and team spirit.