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Booking Clerk

3 months ago

Burnley, Lancashire, United Kingdom East Lancashire Hospitals NHS Trust Full time

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

  • 2 x Band 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
  • Daytoday 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 50 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

  • 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 (eg PAS, 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 "opt in" 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 - eg DA Languages.
  • Use the minicom console to liaise with deaf patients and patients with hearing problems.
  • Responsible for registering and/or linking on PAS all follow-up appointments to the correct 18 week pathway to ensure referral to treatment data is recorded correctly.