Booking Clerk

We are looking for enthusiastic, highly motivated, hardworking and flexible individuals to join the Telephone Booking Centre.

You must be an organised, conscientious, caring person with the ability to work on your own or as part of a team and be able to cope with a demanding work flow which at times can be challenging and working to tight deadlines.

Our office is a large, open plan department based at Burnley General Hospital.

Join our team to play an important role in supporting the secondary care clinicians of East Lancashire to deliver outpatient appointments.

The following position is available
- 1 x 20 hours - Monday to Friday between the hours of 4pm - 8pm
- Operating a telephone booking system, to book outpatient appointments for a wide range of specialties across the Trust
- Day-to-day operational management of the national eReferral system to book, rearrange and manage referrals
- Accurate collection and recording of data on several systems
- Adding, removing and booking patients from waiting lists.
- Manage incoming and outgoing mail, paper and electronic - large volume of information processed via Outlook
- Microsoft Word, Excel and Outlook experience is vital for this role.

We provide training for our in-house IT systems, such as PAS, call centre software, eReferrals, scanners etc, and the Trust provides a range of other courses for personal development.

Other benefits of working for East Lancashire Hospitals include 27 days annual leave for new starters rising after 5 & 10 years to 29 & 33 days, plus bank holidays

The aptitude to retain volumes of information in a fast paced and ever changing environment would be necessary.

The work includes patient contact, therefore, excellent communication and interpersonal skills along with a professional and friendly approach is required.

You should have good literacy and numeracy skills, along with previous clerical and computer experience

We are a team of 50 staff which comprises of Booking Clerks, Senior Booking Clerks, Supervisors, DOS Co-Ordinator's, Deputy Manager, Manager and Head of Booking.

We work to strict deadlines and have to adhere to tight timescales.

Main Duties
- This includes patients from Colposcopy Screening, ensuring they are appointed within the relevant timescale according to the result grading, including urgent and suspected cancer target patients. Communicating with patients who fail to contact the Trust within agreed timescales or cancel/DNA their appointment, according to national and local standards
- And oncology new and review patients, acting on instructions from MDT meetings, cancer nurses and oncology secretaries - communicating appointments verbally and by written communication using tact and persuasive skills due to the nature of the appointment.

1. 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 ARC telephone system to its full potential.

1. Responsible for the uploading of jpg dental images to the Unity system to allow clinicians access to images in outpatient clinics and operating theatres.
2. Responsible for registering and/or linking on PAS all follow-up appointments to the correct 18 week pathway to ensure referral to treatment data is recorded correctly.
3. Telephone patients to negotiate all patient appointments, offering a choice of dates and time whilst adhering to clinical requirements eg, correct clinic code, length of time for appointment, observing all booking rules and waiting time targets.
4. Responsible for the reduction and/or cancellation of clinic schedules on PAS 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.
5. Ensure appropriate document is selected for generating letters to patients. Ensure correct additional documentation/questionnaires accompany relevant correspondence, dependent upon sub-specialty. Identify appropriate method of delivery and timeframe for franking of external mail.
6. Responsible for adding patients to the waiting list function on PAS where appropriate.
7. Responsible for booking appointments for patients in chronological order from the waiting list, ensuring they are returned to the correct clinic after the appropriate timescale has elapsed following “partial booking” methodology.
8. Check all patient demographics when contact is made with patients on the telephone and update the PAS system. Access the Summary Care Record in order to maintain accurate patient details.
9. Accurate collection and recording of data, ensuring any errors are clearly identified and corrected, including patient demographics. Ensure