Ers & Booking Co-ordinator

6 months ago


London, United Kingdom King's College Hospital NHS Foundation Trust Full time

The Outpatient Team provides admin support across a range of functions including: booking 2WW Cancer, GP eRs and internal referral appointments, rebooking patient appointments, general data inputting and answering a high level of daily calls from patients, healthcare professionals and other third parties. Other duties include checking patients in and out for their appointments and dealing with general queries from the public.

There will be full training provided for this role.

The Outpatient Appointment Centre based at Central Court, Orpington are looking for enthusiastic individuals with admin experience to join the non-clinical team booking appointments for Princess Royal University Hospital, Beckenham Beacon Hospital, Orpington Hospital and Queen Mary's Hospital, Sidcup. This role encompasses both reception and back office work.

The Outpatient Team provides admin support across a range of functions including: booking 2WW Cancer, GP eRs and internal referral appointments, rebooking patient appointments, general data inputting and answering a high level of daily calls from patients, healthcare professionals and other third parties. Other duties include checking patients in and out for their appointments and dealing with general queries from the public.

There will be full training provided for this role.

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

The trust-wide strategy Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King’s to another level.

JOB SUMMARY

The post holder is required to provide administrative support for all outpatient associated enquires for all PRUH sites. Working as part of a team the post holder is expected to deliver a responsive and high quality service to patients and other service users.

The post holder is required to use their initiative and offer resolution for both staff and patients who require support.

The post holder will also be responsible for the management of appointments. They will need to be proficient in the use of all hospital systems including ERS, PIMs and be prepared to be trained in all future technology (current projects for implementation).

The post holder will be responsible for ensuring patients receive an appointment in a timely manner with the correct clinic letter and instructions for their outpatient appointment, ensuring that their pathways are updated in accordance with national RTT rules.

**MAIN DUTIES AND RESPONSIBILITIES**:

- Contacting patients in a professional and courteous manner and validating patients’ identification and demographic details. Where new or revised information is obtained, update PIMS appropriately.
- To ensure that the Trust access policy is being adhered to including attendance, DNAs (Did Not Attend) and their pathway status, are recorded on PIMS in accordance with Trust policies and procedures.
- To be responsible for proactive and efficient organisation of the allocated clinics, ensuring that patients requiring appointments are booked into the most appropriate clinic.
- To assist the OPAC Team Leader and Services with maintaining adequate management of clinics and slot utilisation for the PIMS system.
- Reschedule patient appointments in line with clinical and RTT guidelines as and when prompted by the hospital or patient, ensuring the access policy is applied at all times.

**Communication**:

- To be responsible for answering patient calls and booking appointments
- Deal with queries from GPs, Doctors, wards, and other departments over the phone and in person in a calm and polite manner and in accordance with local and Trust policy.
- Provide basic information to patients / visitors / carers, such as providing directions, instructions etc
- Provide empathetic verbal support for patients / carers over the phone.
- Handle sensitive issues w



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