Outpatient Booking Services Support Clerk

Job overview

Are you looking to work in a fast-paced environment and the opportunity to work in a large-multidisciplinary team, where you can make a difference and improve services for our patients? If so, we want to hear from you!

You will be part of a team working at Rouen Road, working within a large open planned office at Rouen Road booking Outpatient New appointments via the telephone and electronic communications, this includes processing clinic cancellations.  The role also involves all hospital systems to contain identical information.

The postholder will communicate with Patients, GP Practices and secretarial and medical colleagues.

PRIDE Values are paramount to this role, ensuring you are people focused at all times, respectful when handling calls and communications.

Main duties of the job

To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH’s ‘PRIDE’ values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.

• The first point of contact for arranging patients first outpatient appointment including translation/interpretation facilities.
• Managing your waiting lists to ensure patients are booking in turn according to their clinical priority.
• Deal efficiently and effectively with direct and indirect enquiries from patients and other health professionals and staff.  Respond to enquiries, providing routine and non-routine information and non-clinical advice, resolving problems where possible. Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns, needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients. To sensitively provide and receive complex information using tact and adapting communication style to meet the needs of individual levels of understanding. Recognise the importance of individual rights in accordance with legislation, policy and procedures.

Detailed job description and main responsibilities

• Dealing with both telephone and post appointment requests and queries for any new follow-up and follow-up appointments.
• To assist the teams in maintaining out-patient procedures for the Trust, to include compliance with choice, partial booking and full booking on PAS.
• To support the booking of new follow-up and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways as well as their appointment target date.
• Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team, and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.

Please refer to the Job Description for the full specification of responsibilities and requirements for this post.

Please note that this advertised position, which is part of occupation code 4159 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role.