Booking and Scheduling Clerk

7 months ago


AshtonUnderLyne, United Kingdom Tameside and Glossop Integrated Care NHS Foundation Trust Full time

Band 3 - Permanent
37.5 Hours per week

We are looking to recruit an enthusiastic individual to join our busy administration team in providing a professional and effective Outpatient Booking and Scheduling Service for the Trust.

The Booking and Scheduling Clerk post will currently require cover of shifts between 8am and 6pm Monday to Friday, booking and scheduling within the department, with the main part of the role supporting the clinic cancellation and template team.

The role requires an enthusiastic, competent and proactive individual with an appreciation and understanding of the confidential nature of the work.

Applicants should be excellent communicators with good telephone skills and have the ability to deal with the general public on a daily basis and maintain a positive approach to customer care.

Computer literacy is essential as you will be required to input and extract information from a number of Trust Patient Administrative Systems.

Responsible for providing an efficient and high quality service to support the Central Booking Office in the management of outpatient appointments, booking and scheduling and ensuring that targets are met.

Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.

We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
Safety

Care

Respect

Communication

Learning

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.

**MAIN RESPONSIBILITIES**:
Adhere to all relevant Trust policy and procedure

Ensure adherence to the Trust Patient Access Policy

Undertaking functions within the Patient Administration System and other departmental computerised systems

To input or amend demographic, personal and clinical details of patient attendances to the hospital using the Lorenzo PAS to provide the Trust with an up to date records of patient activity and information. Collection of data to meet the DoH’s minimum data sets for outpatients and for ensuring that complete, accurate and timely data is recorded on the computerised systems to the highest quality standard

Adding access plans to the Patient Administration System ensuring that patients are on the correct access plan and on the correct 18-Wk pathway

Agreeing appointments with patients verbally, when they are for short notice appointments(less than 14 days)

Ensuring 2WW patients are contacted where possible for appointment bookings

To deal immediately with any referrals of suspected cancer received via fax and Rapid Access Chest Pain referrals. Send to 2WW team and if asked book, to escalate if unable to appoint to meet 2-week target.

Undertake the effective management of Patient Tracking Lists and interpret information and process chronologically and by priority, in accordance with the Trust’s Access Policy.

Flexing capacity within clinic templates according to booking protocols.

Provide excellent customer service to our patients including assisting with patient calls at scheduled times and to additionally assist at other busy periods. Assist in maintaining the 90% call answer rate

Ensure all new patient’s referrals are uploaded prior to the clinic starting.

Assist with Envoy, EIS, and online cancellations

Transfer referrals from E referral system an upload on to Lorenzo.

Support and mentor new team members

Liaising regularly with Assistant Directorate Managers, Business Managers, Secretaries and Clinicians as required. This includes regular escalation of lack of capacity, increased wait times and lack of availability for 2WW and urgent appointment slots.

Ensuring outpatient clinic lists are constructed to maximise levels of utilisation and to report any capacity issues to a line manager;
Use Envoy where appropriate to contact patients about cancellation using agreed templates and wording

To add templates correctly and in a timely manner to Lorenzo when working with the clinic management team.

Routinely reviewing active and suspended/locked outpatient templates in accordance with the Trust’s Patient Access Policy;
Ensuring cancelled appointments are replaced appropriately on the outpatient template, maintaining maximum levels of outpatient utilisation;
Liaising with other disciplines, staff a



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