Outpatients Booking Clerk

4 weeks ago

The City of Brighton and Hove, United Kingdom Your World Recruitment Ltd Full time
Outpatients Booking Clerk
Location: Brighton
Job Type: Temporary
Sector: Healthcare
Working environment: Office (Not on site at a Hospital)
Duration: This is expected to be for 4 Months and maybe longer
Band: 3
Pay Rates: £12.00 to £12.50 paye inclusive of holiday pay per hour depending on skill and experience.
Days and Hours: Monday to Friday 9am to 5pm – 37.5 hours per week
Part time may be considered but this would need to be for considerable hours – minimum of 30 hours
Remote Working: Not an option, this role is on site at all times
The main duties of the post are:
To register new patient referrals and send these for clinical triage so that the urgency of the appointment can be highlighted by a clinician
To book, amend and sometimes cancel outpatient appointments for patients via the telephone and to confirm these details by letter using the patient administration system
To answer telephone calls from patients, GP’s, and other Trust staff, always maintaining confidentiality and ensuring that a patient focussed/professional service is maintained
Main duties and responsibilities
To register new patient referrals and send these for clinical triage so that the urgency of the appointment can be highlighted by a clinician
To index referrals in the Trust referral management system so that the correct clinician can review the referral
To update patient demographics in the Trust patient administration at time of referral registration
To book, amend and sometimes cancel outpatient appointments for patients via the telephone and to confirm these details by letter using the patient administration system if required.
To work to targets and objectives, managing a workload or phone calls, booking of appointments, dealing with queries, data management and general daily duties
To respond to patient needs and ensure that their individual needs are always met, making adjustments where required in order for them to access the care that they need. For example, booking interpreters for patients whose first language is not English
To provide and receive complex and sensitive information to and from patients about their appointment, and give explanations and instructions clearly and concisely where barriers to communication may exist
To raise and escalate any questions where you do not have a solution for the patient so that this can be investigated to ensure that there is no delay to patient treatment
To follow the patient access policy when booking and amending patient appointments and to always book patients in order, by waiting time and by clinical urgency
To ensure that the correct appointment type is booked i.e., new/follow up, face to face or telephone
To update referral urgency and sub-specialty information on the Trust patient administration system following a clinical review of every referral
To answer telephone calls from patients, GP’s, and other Trust staff, always maintaining confidentiality and ensuring that a patient focussed/professional service is maintained
To cancel clinics in line with the Trust policy, ensuring that the correct approval process has been followed. This will involve cancelling patient appointments and where possible re-booking to another date.
To ensure the correct recording of cancellation reason and reason in the Trust patient administration system, ensuring that all updates are recorded in the referral comments
To book 2WW suspected cancer appointments according to national guidelines, ensuring that patients are seen within two weeks of referral and escalating where this is not possible
To update patient demographics on the Trust patient administration system at time of booking if there has been a change
To ensure that text message confirmations are sent when making or amending appointments
To work under pressure, maintaining the ability to multi-task whilst dealing with complex and sometimes emotional situations, such as cancelling patient appointments at short notice.
To problem solve and escalate any issues and record all information accurately
To always maintain professionalism when dealing with patients and colleagues, ensuring that the expected standards at work are maintained
Organise and prioritise assignments to complete work in a timely and efficient manner, particularly when there are changes in workload or demands. Escalate as required so that help/assistance can be arranged.
Carry out any other duties that may be required from time to time in line with the job holder's grade, experience and job title

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