Booking Coordinator, Band 3

2 Full-time, Permanent, Band 3 Positions Available

To provide administrative and clerical support to the admissions process including the booking of patients onto waiting lists for surgical procedures in outpatient clinics and theatre.

To book patients within Trust waiting time targets, negotiate appointments with patients for surgery and to ensure all clinic and Theatre capacity is fully utilised

To validate every patients 18 week pathway when adding to the Waiting List

To book patients into outpatient clinics and theatre a minimum of 4 -8 weeks in advance

To liaise with Clinicians to ensure clinics and theatres are booked correctly.

Communication is a key part of this job so use of clear and concise language in both verbal and written formats is essential

Our bookings team all work together cross the entirety of Head and Neck Services providing that much needed team spirit. We pride ourselves on our warm and friendly atmosphere with an incredibly knowledgeable team, that are happy to share and impart their wisdom.

The NHS as a whole provides high level patient care for all our friends and families. We know what we do makes a difference in the lives of those around us and at Gloucestershire NHS Foundation Trust, that is no exception.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
- Appropriate previous experience of utilising a range of interpersonal skills including verbal and written communication
- Working knowledge of 18 weeks Target.
- An excellent, professional telephone manner to minimise conflict, resolve queries and maintain the reputation of the organisation when dealing with all calls
- Educated to GCSE grade C or above (or equivalent) in literacy and numeracy
- NVQ level three in administration or equivalent experience
- Appropriate experience working within a hospital or office environment
- IT experience of Microsoft Office packages
- IT capable to ensure proficient use of hospital computer systems
- Proven organisational skills with the ability to prioritise workload and to work to deadlines
- Good written and verbal communication skills with a good command and understanding of English, punctuation and grammar
- Good interpersonal skills for dealing with people internal and external to the organisation
- Ability to work flexibly within a team
- Ability to work quickly and accurately
- Ability to use own judgement and initiative as appropriate

KEY RESULT AREAS
- Contact patients for Admission and negotiate appointments with patientswherever possible and any additional co-ordination of staff, equipment, stock, facilities, and paperwork.
- Using the PTL, Book patients within clinical and trust waiting time targets and guidelines
- Process cancellations and re-appoint patients observing trust waiting times.
- Ensure that patients are aware of their appointment dates and all relevant information.
- Fully utilise all clinic & theatre capacity and maintaining a list of patients who are fit, willing and able to come in at short notice.
- Liaison with clinical staff and their secretaries regarding their waiting lists.
- Booking investigations as requested by the clinical team, including negotiation of dates with the patients and creating correspondence if appropriate
- Validate each patients pathway by checking and updating RTT codes
- Regularly informing the Unit Co-ordinator about progress and flagging up as a matter of urgency any issues, for example, capacity or delays due to internal or external factors, difficult queries from patients, etc
- Support the development of improvements to working practices and processes and contribute to service reviews and the implementation of new arrangements.
- As directed, support the resolution of complaints or concerns from patients/carers by helping to collate information and work with the supervisor to respond or escalate appropriately.

Team-working
- To work as part of an Admissions Team, working flexibly to ensure that the workload is shared out equally and performed to excellent, efficient and safe standards
- To cover colleagues during absences/annual/sick leave as directed by the Unit Co-ordinator. You may also be required to undertake job rotation for cross cover as well as for development and training purposes.
- Undertaking routine office duties including electronic note tracking, photocopying, faxing, filing of correspondence
- Assist in the training and induction for new and existing colleagues
- Take the initiative as and when required as well as working flexibly and adapting to the demands of the department/team as appropriate
- Liaise with relevant team members to ensure that any process changes run smoothly and efficiently.
- To work with the Secretarial Supervisor and Medical Secretaries as appropriate
- Undertake any other appropriate duties commensurate with the role, as required at the request of your line manager.

COMMUNICATIONS AND WORKING RELATIONSHIPS
- Patients, relatives and / or carers.
- Consultants and their team
- Nursing