Specialist Booking Officer, Band 3

2 weeks ago


Gloucester, Gloucestershire, United Kingdom Gloucestershire Hospitals NHS Foundation Trust Full time
About the Role

We are seeking a highly skilled and experienced Clinical Booking Specialist to join our team at Gloucestershire Hospitals NHS Foundation Trust. As a key member of our Clinical Operations team, you will play a vital role in ensuring the efficient management of patient appointments and wait times across our county-wide services.

Key Responsibilities
  • Monitor and maintain waiting lists, ensuring adherence to Trust and clinical targets for all sites.
  • Effectively manage the e-RS system, ensuring accuracy of data and identification and resolution of system errors.
  • Provide an efficient, supportive, and informative service to patients, relatives, and carers.
  • Use county-wide clinic capacity to ensure optimum use, involving decisions on flexing clinic capacity to meet new and follow-up clinical and wait time constraints.
  • Use specialty capacity, taking account of varying clinical abilities and clinical specialisms within the clinical teams, to achieve capacity versus demand balance and most effective use of available capacity.
  • Provide timely and accurate information to service managers to enable action on capacity shortfalls and give opinions/recommendations on reallocation of capacity as appropriate.
  • Manage timely and efficient processing of referral letters, progress chasing with GPs and consultants as necessary.
  • Timely and accurate cancellation of clinics and appropriate re-scheduling of appointments.
  • Identify issues with both internal and external processes that may impact the work of the CBO, escalating to the relevant staff members.
  • Follow numerous CBO and trust-wide processes and policies.
  • Use tact and persuasion to encourage patients who may be highly anxious or distressed to attend for procedures.
  • Assess incoming enquiries or unexpected events and decide on appropriate and timely course of action.
  • Manage own workload to ensure that all tasks are completed within required timescales.
  • Undertake any other appropriate duties within the role, as required at the request of your Line Manager.
Person Specification

Qualifications

  • Evidence of basic schooling/Education (GCSE) with English, Mathematics or Equivalent.

Desirable

  • Professional customer care skills equating to NVQ level 3.
  • NHS experience.
  • Ability to work as a part of a multidisciplinary environment.
  • Experience of working in customer care/call centre environment.

Knowledge

  • Good communication skills, written and verbal.
  • Good IT skills and a high level of proficiency in Microsoft office.
  • Excellent organisational skills.
  • Keyboard skills equivalent to RSA 3.
  • Ability to learn various IT systems and use them alongside each other.


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