Appointments Clerk

We currently have full time 12 month fixed term vacancies for Appointments Clerks, within the outpatient booking team at Blackpool Teaching Hospitals NHS Foundation Trust. The posts will be based at Blackpool Stadium. The department provides a fast and responsive outpatient appointment booking service.

Clerks are expected 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.

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. 12 month fixed term contract.

Blackpool Teaching Hospitals NHS Foundation Trust is ideally situated just a forty five minute drive from Manchester. The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology patients.

As one of the United Kingdom’s largest coastal resort, Blackpool has plenty to offer its residents - it’s not just a good place to work; it’s a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.

We recommend that all individuals employed in patient facing roles, or those located on a ward or department where patients receive a service should be fully vaccinated against COVID-19.
- Responsible for processing all referrals sent to the Appointments Office. Register details on HISS in a timely manner and check for duplication of referrals. Liaise with the appropriate departments for missing information or queries and ensure referrals have been allocated to the correct specialty and consultant. Communicating with patients who fail to contact the Trust within agreed timescales or cancel/DNA their appointment, according to national and local standards
- 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 Appointments telephony system to its full potential.
- Responsible for registering and/or linking on HISS all follow-up appointments to the correct pathway to ensure referral to treatment data is recorded correctly.
- Telephone patients to negotiate all patient appointments, offering a choice of dates and time whilst adhering to clinical requirements e.g., correct clinic code, length of time for appointment, observing all booking rules and waiting time targets.
- Responsible for the reduction and/or cancellation of clinic schedules on HISS and eReferrals upon receipt of notification, liaising with the patient and any necessary Trust personnel. Contact patients in relation to short notice hospital cancellations by telephone and arrange hand delivered letters where phone contact cannot be made; still ensuring that patients are seen within national and local targets. If targets cannot be achieved, liaise with team supervisor.
- Responsible for adding patients to the Outpatient waiting lists where appropriate.
- Responsible for booking appointments for patients in chronological order from the waiting list.
- Check all patient demographics when contact is made with patients on the telephone and update the HISS system. Access the Summary Care Record in order to maintain accurate patient details.
- Accurate collection and recording of data, ensuring any errors are clearly identified and corrected, including patient demographics. Ensure high levels of accuracy are maintained for data quality.
- To ensure clinic capacity is fully utilised and that any under or over capacity is identified to the relevant Supervisor.
- To understand the principles of eReferral adhering to the national guidance around 'Choice'.
- To understand how eReferral appointments differ from booking paper referrals; specifically the variable administration processes for managing these appointments.
- Monitor and action eReferral worklists on a daily basis, suppor