Booking Clerk

**SECTION 1- MAIN RESPONSIBILITIES**: Adhere to all relevant Trust policies, procedures, and the Trust Patient Access Policy To input or amend demographic, personal and clinical details of patient attendances to the hospital using the Lorenzo PAS to provide the Trust with an up-to-date records of patient activity and information. Collection of data to meet the DoHs minimum data sets for outpatients and for ensuring that complete, accurate and timely data is recorded on the computerised systems to the highest quality standard Adding access plans to the Patient Administration System ensuring that patients are on the correct access plan and on the correct 18-Wk pathway To manage and monitor the referral letter tracking system ensuring referral letters are returned to CBO from Consultants within 5 days, this will involve liaison with the medical secretaries To deal immediately with any referrals of suspected cancer received via fax and Rapid Access Chest Pain referrals. Send to 2WW team and if asked book, to escalate if unable to appoint to meet 2-week target. To deal with all enquiries in an efficient, polite, and courteous manner providing a caring, compassionate, helpful service to patients, staff, and the general public Provide excellent customer service to our patients including assisting with patient calls at scheduled times and to additionally assist at other busy periods.

Assist in maintaining the 90% call answer rate. Once the patient has contacted the appointment call centre offer the patient an appointment, which is mutually convenient and within the target range and meeting all rules and guidance; send an appointment letter and appropriate literature to the patient, liaise with scheduler as required Inform Supervisor/Manager if there is no clinic capacity to accommodate patients within required target range Contact routine patients by telephone to offer short notice/ late availability appointments, update the Lorenzo PAS system and advise the appropriate departments i.e. medical records, outpatient reception Ensure that when assisting with booking please ensure that clinics are not overbooke Arrange transport and interpreters for patients as required Dealing with internal and external mail Adapting positively to change when new booking methods or working practice guidelines that are introduced Working flexibly as and when required to meet the demands of the service or when colleagues are absent through annual leave/sickness-prior notice would be given Ensure that confidentiality of patient records is strictly maintained and comply with the Data Protection Act Liaise with medical, nursing, clerical staff to provide an efficient and courteous service To be fully conversant with and use efficiently all procedures relevant to the CBO function and responsibility Manage and print faxes to central inbox and send for triage to relevant team Ensure all new patients referrals are uploaded prior to the clinic starting Assist with Envoy, EIS, and online cancellations Transfer referrals from E referral system an upload on to Lorenzo Support and mentor new team members Report low levels of supplies and stationery to the line manager Complying with all Trust policies and management instruction with regard to Health & Safety and Fire Prevention and in particular, to avoid doing anything that endangers yourself or others. To comply with the Trusts Confidentiality Policy at all times and to comply with the Data Protection Act; Undertaking any other duty as requested by your supervisor / manager which is appropriate to the grade to ensure the smooth running of the department.

SECTION 2- KNOWLEDGE AND SKILLS Good communication skills are essential when dealing with internal and external contacts both verbally and face to face. Telephone enquiries must be dealt with professionally always adhering to Trust policy Provide patients with general nonclinical advice when manning the Call Centre All tasks met as per set deadlines Good keyboard skills are required for inputting and amending patient information onto the Lorenzo system Training of new staff, bank staff, work experience trainees etc. in the working methods of reception and appointments procedures Training The post-holder is expected to: Undertake to attend relevant training courses (internal and external) and to participate in the Personal Development Process (PDP) Take responsibility for pursuing their own development in accordance with an agreed Personal Development Plan Attend all mandatory training and update sessions including Manual Handling and Fire lecture. Communication The post-holder is expected to: Undertake to act in a professional and polite manner at all times, maintaining high levels of customer care Liaise with other disciplines of staff and departments ensuring relevant information is communicated in a timely manner Maintain good relationships, communicating with all disciplines within the Trust; Maintain good relationships and effective commun