Booking Admin Clerk - Cardiology in Norwich

Our Cardiology services are some of the most advanced in the country, covering a range of services including our acute cardiology ward, angiography suite and our coronary care unit, which is the PPCI Centre for Norfolk. In addition to this, we are the Norfolk Heart Attack Centre.

As a Booking Admin Clerk within the Cardiology Department at NNUH, you will play a vital part in ensuring our patients receive timely, well-organised outpatient care. Your role focuses on supporting the booking process for follow-up appointments, maintaining accurate waiting lists, and ensuring patient pathways stay on track—all while consistently demonstrating the Trust's PRIDE values: People Focused, Respect, Integrity, Dedication, and Excellence.

You will be a key contributor to a smooth, efficient patient journey by managing appointment requests, contacting patients, supporting clinic utilisation, and ensuring our data is always accurate and up to date. As a team and a department, we strive to promote innovation, and we love to hear new ideas! In this role, you will have opportunities to adapt, improve and create new and existing ways of working, while making a difference to our patients.

Main duties of the job:

• Book and manage outpatient appointments for follow-up and review patients, ensuring all bookings comply with the Trust's Partial and Full Booking processes and 18-week pathway standards.
• Handle appointment requests and queries received by phone and email, providing clear communication and excellent customer service.
• Maintain accurate waiting lists, ensuring patients are added and called in chronological and clinical priority order.
• Monitor and support clinic utilisation, identifying available slots and helping the team make best use of clinic capacity through effective communication with colleagues and services.
• Ensure accurate data entry into PAS and other Trust systems, maintaining high standards of data quality.
• Manage appointment changes and cancellations, rebooking patients promptly and in line with Trust policies.
• Support general administrative duties to ensure the smooth running of the department.

To support the delivery of a high-quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's PRIDE values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.

Dealing with both telephone and post appointment requests and queries for any new follow-up and follow-up appointments.

To assist the team in maintaining outpatient procedures for the Trust, to include compliance with choice, partial booking and full booking on PAS.

To support the booking of new follow-up and follow-up outpatient appointments, ensuring bookings are accurate and within their 18-week pathways as well as their appointment target date.

Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team, and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.

To assist the teams in adding patients to the outpatient waiting lists. Ensure patients are called in chronological and priority order.

Send out review letters within the time scales to maintain a partial booking process.

When patients have failed to respond in the agreed timescales or declined two offers, after discussion with the waiting list co-ordinator, remove patients from waiting lists, inform patient and GP by letter that they have been removed from the Trust waiting list.

Action changes affecting the Master spreadsheet and assist with its maintenance.

Other general duties, which may be necessary to ensure the smooth functioning of the department.

The post holder will ensure that any data created, edited, used or recorded on Trust databases within their area of responsibility is accurate and recorded with Trust Policy timescales in order to maintain the highest standards of data quality within the statutory and regulatory framework.

Please see the attached job description for full details.

Please note that this advertised position does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role.

Qualifications:

• Some experience in working within an Outpatient environment.

Experience:

• Dealing with the public/professional bodies.

Skills:

• Effective communication skills - both verbal and written.
• IT skills in Microsoft Outlook and Word.
• Team Player.
• Effective role model, demonstrating NNUH's PRIDE values of People focused, Respect, Integrity, Dedication and Excellence.
• Demonstrates understanding and commitment to Equality, Diversity and Inclusion.

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.