Band 5 - Booking and Request List Coordinator

5 months ago

Hemel Hempstead, United Kingdom West Hertfordshire Teaching Hospitals NHS Trust Full time

The post holder will work closely with the Outpatients Call Centre team, The Outpatient reception teams, the E-Referrals Manager for the Trust, the Outpatient Clinic Build team, Senior Management within the Outpatient department, and the Operational and General Managers for the individual specialties within the Trust.

This job may involve cross-site working when required.
- Please note we are unable to issue certificate of sponsorship for this role*

The successful applicant will provide efficient and comprehensive operational management support to the Outpatient Booking and Request list scheduling team and Outpatient Reception teams.

To act as a Coordinator, ensuring that the Schedulers and supervisors are responding to all urgent and routine referrals from GP’s and Consultant-to-Consultant internal referrals. Ensure that patients being contacted to arrange the booking of their 1 st appointment are being dealt with in a professional and confidential manner.

To compile ERS worklists and Cerner request lists reports produced by the Supervisors into a service level report with the support of the Outpatient Booking and Request List Manager. To regularly review and update Bookings SOPs for each specialty and ensure a standardised approach to the booking of first appointments across all specialities.

Line management of staff including maintenance of accurate Annual leave and absence records per Trust policy, assisting with training of new staff, ensuring adequate and equitable distribution of workload amongst staff members, and monitoring of staff performance.

There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.

The trust has recently gained ‘teaching hospital’ status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.

We are a flexible working employer

At West Herts we recognise the importance of a good work life balance and the ability to work flexibly. We are delighted to offer a variety of flexible working options for all staff. Please check out our web page for more information.

We encourage and welcome people with disabilities. If you need help, please ask.

The successful applicant will need to have excellent communicational skills as they may need to relay sensitive information to patients who are particularly vulnerable. They will also require excellent organisational skills with advanced IT skills to be able to pick up new IT systems quickly. The ability to be able to attend multiple meetings and to meet deadlines and targets is essential. Previous line management experience is desirable.

The successful applicant will coordinate and manage an efficient and comprehensive administrative service including being responsible for:
Providing a professional, efficient and effective Outpatient booking service adhering to National & local timeframes.

Developing and maintaining professional working relationship with the Outpatient Bookings and Call Centre and reception teams, E-Referrals Manager, Clinic Build team, and the Operational and General Managers for the individual specialties within the Trust.

Ensuring that Divisional and Trust level developments are disseminated to team members.

Managing and supervising the accurate registration of all Urgent and Routine referrals.

Having a thorough understanding of all Booking policies and procedures including the Trust Access Policy and Outpatient SOP and ensuring this level of understanding is shared by all teams members.

Ensuring that schedulers and supervisors actively monitor and review future clinics to ensure that they are booked correctly, and all unutilised slots are filled.

Contacting patients to offer appointments, dealing with patients in a professional manner and ensuring patient confidentiality is maintained at all times.

Recruiting new staff and overseeing their inductions, with support from the supervisors.

Relaying sensitive information to patients and carers in relation to waiting times for appointments, dealing with aggressive and antagonistic patients in a calm and tactful manner.

Dealing with all patient concerns and informal complaints to the service. Supporting the Outpatient Bookings and Request List Manager with any formal complaints received.

Working closely with the Outpatient Bookings and Request List Manager and Senior managers in developing and advancing services within the Outpatient bookings department.

Undertaking the supervision and training of staff. Maintaining accurate annual leave, sickness records, Mandatory training records and Appraisals for staff.

Communicating department work procedures, updates and new processes within own team and to other departments

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