At a Glance
- Tasks: Provide top-notch customer service for outpatient appointments and manage patient communications.
- Company: Join The Princess Alexandra Hospital NHS Trust, dedicated to compassionate care in West Essex.
- Benefits: Flexible working, development opportunities, and a strong focus on wellbeing.
- Other info: Dynamic role with potential for Saturday shifts and excellent career growth.
- Why this job: Be part of a supportive team shaping the future of healthcare in your community.
- Qualifications: Strong communication skills and ability to handle patient inquiries professionally.
The predicted salary is between 22703 - 27749 £ per year.
The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave—a national programme that’s changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.
This means we’re working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.
We’re a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.
Join us and help shape the future of care in West Essex.
Job overview
- To provide a high level of Customer Service for patients requiring an Outpatient Appointment at The Princess Alexandra Hospital
- To provide a Patient’s Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care.
- To ensure that patients’ telephone calls are answered efficiently and effectively.
- To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone.
- To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection
- To provide a reminder service for outpatient appointments – contributing to the reduction of DNAs
Main duties of the job
- Ensure the accurate and confidential use of CERNER or any other electronic booking system to register patients new to the Trust ensuring that patient details are correct.
- To answer the phone and deal with appointment requests for designated speciality in a timely manner
- To follow Trust guidelines and policies to book patients’ appointments, working to achieve compliance with the 18 Week RTT Pathway and 2 Week Wait
- To maintain confidentiality and to be aware of data protection when entering patient details and episodes onto Cerner or any other electronic booking system.
- To actively work on ASI and AFB lists for the services and booking OPAS within the 18 weeks RTT and 2WW standards
- Escalate issues with booking, with clinics or software to team leads promptly
- To book appointments from message pools promptly and in line with target app date and escalated if not able
- To proactively monitor speciality clinics and utilise capacity by supporting with managing patients from the review list work flow
- To develop skills to be able to work on more than one electronic booking system, and cross cover specialities
- To ensure that confidentiality is maintained when speaking to patients on the telephone.
- To be able to work as part of a team and independently, having confidence in decision making and being self sufficient
- Communicate with patients and all members of the multidisciplinary team in a clear and concise confident manner
- To have difficult conversations with patients regarding the short notice clinic appointment cancellations, remaining professional and calm and elevate any challenges to team leads or operational manager
- To attempt to prevent PALS or complaints by escalating any patient concerns to the service teams
- To be able to work across numerous areas within OAD during a day, including phones, Message pool appointment requests, clinic cancellations and at times other urgent tasks that may arise and be confident in prioritisation
- To be diligent and organised in a fast paced environment
- To work collaboratively and take a bespoke approach to service support requirements where possible, to support the services in
- To answer the phone proactively and deal with appointment requests for designated speciality in a timely manner within the KPI of 5 minutes wait for call to be answered
- Be able to work as a 'Call centre' within a team of call centre bookers will be a large focus of this particular role within OAD and differs slightly from our current workforce, as we expand our team to focus on our patient contact. This will involve covering the phone lines daily with regular breaks. Requires a high level of concentration, diligence and professional and courteous phone manner.
This post may involve some Saturday working in the future as our team adjust to the new and exciting vision of PAHT.
Post may close early if sufficient number of candidates reached.
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Booking Officer - Outpatient appointment department in Harlow employer: Princess Alexandra Hospital
Princess Alexandra Hospital is an exceptional employer, dedicated to providing impactful care and fostering a supportive work environment for its staff. With a strong emphasis on professional development, flexible working arrangements, and a commitment to inclusivity, employees are encouraged to grow their skills while contributing to the training of future medical professionals. Located in a vibrant community, the hospital offers unique opportunities to engage in research and make a meaningful difference in patient care.
Contact Details:
Princess Alexandra Hospital Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Booking Officer - Outpatient appointment department in Harlow
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Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Princess Alexandra Hospital.
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Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
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Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Princess Alexandra Hospital.
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We think you need these skills to ace Booking Officer - Outpatient appointment department in Harlow
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Princess Alexandra Hospital.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Princess Alexandra Hospital.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Princess Alexandra Hospital. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Princess Alexandra Hospital. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Princess Alexandra Hospital
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Princess Alexandra Hospital’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
