Band 3- Booking and Request List Scheduler, Outpatients

A 12-month fixed-term Booking and Request List Scheduler post in Outpatients at West Hertfordshire Teaching Hospitals NHS Trust, sitting within the booking and request list team. Books first outpatient appointments on Cerner and ERS by triage priority, validates ERS pathways and compiles service reports. Patient contact is central, including sensitive waiting-time conversations with vulnerable people, across 37.5 hours within 8am to 4pm core hours.

Visa sponsorship is not available.

• Validate ERS worklists for designated specialties, booking and closing patient episodes and pathways where appropriate
• Act as scheduler for first appointments on Cerner and ERS, prioritised by triage outcome
• Contact patients to offer appointments, relaying sensitive waiting-time information in a calm, confidential manner, including to vulnerable and aggressive patients
• Compile ERS worklists and Cerner request list reports into a service-level report with the Booking and Request List Manager
• Review booking SOPs for each specialty to standardise first-appointment booking, and contribute to improving processes
• Provide an efficient outpatient booking service within national and local time frames
• Keep PAS data accurate, up to date and fit for purpose, applying pathway adjustments and acting on validation and data quality outcomes
• Deal with patient concerns and informal complaints, and support the manager with formal complaints
• Build professional working relationships with bookings, call centre, reception, E-Referrals, Clinic Build and specialty managers
• Share divisional and Trust developments with the team, and understand and share booking policies including the Access Policy and Outpatient SOP
• Manage own workload with minimum supervision and cover colleagues on annual or sick leave
• Maintain databases and filing systems, complete weekly and monthly reports, and attend relevant meetings

• Good level of general education

• Experience of working in a busy environment
• Experience working in an administrative role

• Competent in Microsoft Office programs
• Understanding of information governance and managing confidential patient information
• Advanced IT skills and ability to learn new systems quickly
• Excellent communication skills
• Excellent organisational skills
• Ability to attend multiple meetings and meet deadlines and targets

• ECDL Customer Service Training
• Knowledge of patient administration systems such as Cerner Millennium
• Previous healthcare experience
• Experience of handling confidential information
• Reception experience
• Previous line management experience

• Variety of flexible working options
• Focus on staff wellbeing and development