Booking Centre Administrator

Job Summary

To provide an excellent, professional and friendly service to patients when booking their Outpatient appointments, booking first and follow‑up appointments in accordance to national Referral to Treatment guidance and Trust policy on fair access to appointments for patients, including administering direct booking e‑referral appointments. Ensuring that the administration associated with the patient appointment is completed accurately and in a timely manner, and follows Trust and departmental policies and procedures.

• Following the daily departmental rota, provide call centre telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
• Using waiting lists, on hold reports and other tracking reports, book new and follow‑up outpatient appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailing service, and following guidance in the Elective Access, Booking and Choice Policy.
• Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician, or length of time for the appointment, in line with the Trust's Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
• Adopt good customer care practice to provide a high‑quality service for users of the Booking Centre, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GP's, nursing homes and relatives.

Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.

• Accurately interpret all incoming appointment requests for specialties using the clinical information provided and your specialties booking guidelines, to book appointments for the correct clinician given their clinical appointment history and relevant open referral.
• Ensure all appointment requests have been registered on the patient administration system and where possible booked within 24hrs of receipt.
• Ensure all RTT (referral to treatment) data is entered on to the patient administration system in an accurate and timely manner, following guidelines in the Elective Access, Booking and Choice Policy,
• RTT training guidelines and departmental Standard Operating Procedures.

• GCSE3 or above including Maths and English
• NVQ 3 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
• Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system

• ECDL qualification or other formal IT training / qualification

• Evidence of significant administrative experience within a customer focused environment.
• Frontline customer care.

• Worked in an area specialising in healthcare appointment making.

• Ability to prioritise workload and work without direct supervision.
• Ability to act on own initiative and deal with non‑routine queries.
• Demonstrate computer skills in Excel and Word including accurate typing.

• Ability to create, produce and use reports in a variety of Microsoft Office IT systems.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here.