Booking Office Coordinator in Tetbury

Are you passionate about delivering high quality patient‑centred care in a well‑equipped and established hospital? An exciting opportunity has arisen in the Booking Office, we currently have openings for two Booking Office Coordinator positions. One is a full‑time post, working for the Day Surgery Unit, 37.5 hours per week. The other is a part‑time role working for the Outpatient Department, 16 hours per week specifically on Tuesdays and Fridays from 8:30 am to 5 pm.

If you’re interested in applying, please be sure to clearly state which role you are applying for in your application. This will help us manage the process more efficiently and ensure you’re considered for your preferred position.

Tetbury Hospital is rated good by the Care Quality Commission and comprises a well‑equipped theatre and purpose‑built procedure room, outpatient department, minor injuries and illness unit and X‑ray department. You will be delivering exemplary administration support across the Department, working with compassionate teams who are committed to our vision: Always striving to deliver clinical excellence and outstanding patient care.

Main duties of the job

The post holder will work as part of the Administration Team, providing a full and confidential Day Surgery/Outpatient appointment booking service for patients and clinicians ensuring wait time targets and clinical targets are met and all capacity efficiently used.

• To monitor progress of referrals, identifying problems and taking appropriate action to ensure efficient management of referrals.
• To monitor and maintain waiting lists, ensuring adherence to the NHS Charter and local and National access standards (e.g. 18‑week referral to treatment).
• To action theatre/clinic cancellations and re‑scheduling patients ensuring that clinical priorities are maintained and liaising directly with consultants where capacity problems exist.
• To manage the Pre‑operative/follow‑up appointments waiting lists to ensure clinical priorities are maintained.
• To negotiate with clinicians the need to flex clinic capacity to meet new and follow‑up clinical and wait time constraints, flexing template capacity to achieve a balance between clinical priorities and wait time targets.
• To ensure that patients receive a supportive and responsive service tailored to their specific needs particularly where barriers to understanding exist.
• To ensure accurate and timely data collection. Advising the management team on the utilisation of clinic time and to suggest ways of addressing these.
• To communicate and maintain a collaborative working relationship with all users of the Day Surgery/Outpatient service.
• To investigate and provide effective follow‑up on patients who do not attend (DNA patients).
• To action new services on Choose and Book, setting up new Directory of Service, mapping to PAS, including liaising with other departments.
• To provide the administration service associated to Medico‑legal, e.g. billing for information, requesting information from relevant departments.

Please refer to the attached job description for comprehensive information regarding the responsibilities, qualifications, and expectations associated with the position.

Person Specification

Qualifications

• Keyboard qualification, or practical experience.
• NVQ3 in customer care.
• ECDL qualification or working towards.

Experience

• Experience with a variety of IT packages, including email, spreadsheets and database packages.
• Experience of customer services.
• Ability to multitask (e.g. input into database whilst conducting telephone transactions with patients).
• Excellent interpersonal skills for dealing with people internal and external to the Trust.
• Ability to synthesis and analyse information to use resources effectively.
• Understanding of Confidentiality and Data Protection Act.
• Previous Health service Experience.
• Knowledge of booking system Choose & Book and PAS.
• Knowledge and experience of management of waiting lists, primary target lists, local and national waiting time targets.
• Knowledge of medical terminology and specialty associated tests and investigations.

Flexibility

• Able to organise priorities and manage own workload without supervision, adapting daily work plan to meet rapidly changing priorities where the workload is unpredictable.
• Ability to learn quickly and adapt to changing circumstances.

Communication Skills

• Able to communicate effectively and articulately at all levels utilising appropriate media (written/verbal, electronic etc).
• Motivated and enthusiastic.

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.