Outpatients Booking Clerk

Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant, and professional manner. Book all new, follow-up, and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.

Record patients on the Lorenzo system according to data quality standards, RTT, and the Patient Access Policy. Act as a point of contact for dealing with enquiries and effectively communicate at all levels using written, oral, and electronic methods.

Ensure that all documentation is up to date, orderly, and available whenever decisions are made, reporting exceptional circumstances where necessary. Continually contribute to patient and business improvement agendas. This will require undertaking any project work as directed, including obtaining information using current systems and sharing ideas for potential service improvement.

Assist with the implementation and maintenance of an efficient office management system/procedure to enable the Department to optimise their standards of service and support team members. This will require undertaking appropriate staff training and development, providing cross-cover on a reciprocal basis in the absence of colleagues, and providing day-to-day supervision where required.

Responsibilities include:

1. Registration of internal referrals.
2. Management of e-Referrals on the Electronic Referral Service (eRs).
3. Booking of all patient appointments in line with Trust and National targets.
4. Contacting patients for short notice appointments aiding clinic utilisation.
5. Managing the external Outpatient letter system.
6. Managing the NHS mailbox for enquiries.
7. Referral verification (chasing missing referrals).
8. Contacting patients to inform them of short notice clinic cancellations/reschedules.
9. Updating personnel details on Lorenzo/Clinical Portal as necessary.
10. Cancelling, re-appointing, and rescheduling patient appointments at patient or Consultant request.
11. Absorbing information from various sources including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries, and other hospitals through written, verbal, and email communication.
12. Assisting in validation of waiting lists/access plans through reports and PTL.
13. Preparing necessary documentation and/or paperwork for clinics.
14. Correcting any operator errors within Lorenzo including the RTT status following protocol.
15. Custom building Adhoc Clinics when required on Lorenzo.
16. Making clinic adjustments in accordance with the Consultant/Registrar on Call Rota where necessary.
17. Making any necessary clinic changes required for Annual Leave/On Call Rota/Study Leave/Sickness, etc.
18. Ensuring that Consultants are aware of any patients who DNA clinic appointments and undertake action as required.
19. Opening and sorting Outpatients post daily and taking appropriate action.
20. Providing cover in any other team or department within the Directorate if required.

For a full comprehensive list of main responsibilities and duties, please kindly refer to the job description and personal specification attached.

#J-18808-Ljbffr