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Patient Booking Coordinator

2 weeks ago

London, United Kingdom UCLH sites Full time

**Detailed job description and main responsibilities**:
**Call Handling**
1. Answer inbound telephone calls promptly, and in a polite and friendly manner.
2. Respond appropriately to queries, using all available information sources to provide a response.
3. Proactively provide relevant and helpful information to patients and colleagues.
4. Responsible for resolving complex queries from patients or colleagues. Where a query cannot be resolved, responsible for identifying who can resolve the issue and ensuring resolution.
5. Make outbound calls as required to patients, GP’s and referrers.

**Appointment Booking**
1. Book appointments and reschedule appointments in line with the Trust’s Access Policy, taking responsibility for complex booking and rescheduling.
2. Ensure patient pathway status is identified and appointments booked accordingly, in line with regulatory access targets and as set out in the Access policy to ensure that all appointments made by the central team are in line with access targets.
3. Generate appointment letters for patients, before printing and sending relevant information or
preparation to patients in advance of their appointment.
4. Proactively identify potential capacity issues and work with the specialty teams to address the
issue, using analysis and problem solving skills.

**Referrals Administration**
1. Receive new referrals and check hospital data systems to see if the patient has been previously registered with a hospital number.
2. Register all patients who do not already have a hospital number, ensuring clear and accurate information is entered onto the Electronic Patient Record (EPR) and that no duplicate records are created.
3. Screen referrals and allocate the referral to the appropriate specialty, using knowledge and judgement to assign complex referrals to the correct specialty.
4. Use electronic patient information systems to scan, attach referrals, and create and action work lists.

**Communication and Liaison**
1. Provide reassurance for patients who may be anxious or unclear about their appointment or referral.
2. Ensure both verbal and written communication is clear and accessible to patients and visitors.
3. Use advanced communication skills to resolve complaints or conflicts that may have been escalated upwards for resolution.
4. Contact patients as required, for example to remind them of their appointment, or when there are short notice cancellations.
6. Arrange for an interpreter where required.

**Person specification**:
**Knowledge and Qualifications**:
**Essential criteria**:

- Educated to GCSE level or equivalent, with Grade C or above in English and Maths
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment
- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification

**Desirable criteria**:

- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification

**Experience**:
**Essential criteria**:

- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent)
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery

**Desirable criteria**:

- Previous NHS experience, or experience of working in a healthcare setting

**Skills and Abilities**:
**Essential criteria**:

- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary.
- Advanced keyboard skills, and competent use of IT.
- Able to deal with sensitive information with tact, diplomacy and understanding.

We offer our permanent staff an interest free season ticket loan for travel, all our staff have access to free independent and confidential support, large retail discounts, a staff discount platform, cycle to work scheme and on-site accommodation to name a few.

Additionally, UCLH Arts and Heritage’s staff wellbeing programme, Creative Comfort, offers a variety of ways to engage with the arts as a member of UCLH staff. You can try out the weekly choir, weekly art club and join the Culture Club for exclusive access to free and discounted tickets for opera, exhibitions, theatre and more.

We recognise, reward and thank colleagues by nominating them for our annual Celebrating Excellence Awards, which are funded by UCLH Charity.

You will be placed on the appropriate point of the Trust Doctor pay scale based on your previous experience.

Please note that if you have not heard from us within 3 weeks of the closing date of the advert to assume that you have not been shortlisted on this occasion.

**Employer certification / accreditation badges**:
**Applicant requirements**:
This post will require a s