Therapy Services Booking Clerk/receptionist

5 days ago

Nottingham, United Kingdom Nottingham University Hospitals NHS Trust Full time

**Job overview**:
This is an exciting opportunity to join the Therapy & Rehabilitation Pathway's Outpatient A&C Team within the Clinical Support Division. We are looking to recruit an enthusiastic and self-motivated individual as 1 full-time position.

As a Therapy Services Booking Clerk/Receptionist your role will be to ensure that a comprehensive administrative and clerical service is delivered within the Outpatient Teams in Therapy Services, providing excellent service to both staff and our patients.

This is an excellent opportunity for a person with sound communication, interpersonal and organisational skills.

**Main duties of the job**:
We are looking for a reliable and mature person who must be able to work on their own initiative to support a team. You will be highly organised, proactive, professional and an excellent communicator who is keen to learn and be an integral part of the team to provide a high standard of service to colleagues and patients.

Main duties include:
Reception services

Booking/amending/cancelling or rearranging patient appointments

Audio typing of patient/GP letters

Contacting patients by phone

Answering telephones and assisting callers

Patient transfers

Filing

This post will require you to work as part of a team in a very busy and fast paced environment and to undertake the day to day booking, cancellation and amendment of patient appointments using our booking system, as well as patient transfers and creation of patient letters.

It is expected that you will have strong IT skills and be confident in undertaking a range of computer based activities.

**Working for our organisation**:
Working for Therapies & Rehabilitation Pathway Outpatient A&C Team is a fast paced, busy but rewarding experience and you would be a highly valued member of our team. The team are friendly and supportive and will do their best to help you settle in and get up to speed with the role.

**Detailed job description and main responsibilities**:
You will be part of an efficient and experienced team, reporting directly to the team supervisor and Outpatient Coordinator. Main responsibilities are:
**Booking and waiting list co-ordination**

To process the bookings of patients who require Therapy intervention following the local standard operating procedures, ensuring that all referrals received are processed within 24 hours and ensuring appointments are booked in accordance with targets, escalating to the Admin Supervisors if appropriate.

To use Therapies and Trust IT systems alongside Medway PAS to book appointments and liaise directly with patients via telephone when appropriate.

Produce audio typed letters using Therapy letter templates to print and send appropriate contact and appointment confirmation letters to patients including other relevant patient literature.

Maintain an accurate and methodical filing system to support the booking process, which will include:
Maintain patient files for those who have appointments booked

Maintain the pending list for patients awaiting a therapy appointment

Where necessary rearrange or cancel appointments via the computerised appointments system to accommodate changes to scheduled lists, ensuring that reasons for change are recorded on Therapy electronic information systems and all relevant parties are informed.

Record cancelled sessions and reasons on the appropriate monitoring systems for review by the admin supervisors / admin coordinator.

Liaise with clinical staff internal and external as needed to ensure all bookings are made in a timely and appropriate manner.

Participate in scheduling team meetings as required to ensure that all appointments are fully utilised and correct priority is given to urgent and routine referrals.

To book interpreters where needed and following Trust policies.

Ensure patients who have not responded to letters, or attended their clinic appointment, are contacted in line with the Trust Waiting list policy and to ascertain if an appointment is still required.

**Patient Liaison and Communication**

Provide a courteous telephone service to patients and other users of the Therapy Service

Deal efficiently and appropriately with enquiries received either by telephone, fax or letter from patients and internal and external referrers in a polite, calm and efficient manner, ensuring that Trust policies regarding patient choice are adhered to.

**Other**

To provide a friendly, courteous and efficient reception service to patients, visitors, carers and all service users

Book, cancel, alter patients appointment following strict standard operating procedures

Assist in training and induction of new starters

Share responsibility with line manager for own personal development

Work across both QMC and City sites as required.

Any other duties appropriate to the grade including specialty specific duties

Please read the full job description for further detail

**Person specification**:
**Training & Qualifications**:
**Essential

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