Job summary Spencer Private Hospitals are looking to recruit a friendly, welcoming, and enthusiastic Bookings Officer to join a motivated administration team that delivers outstanding customer service to a variety of self-pay, private medical insured, and NHS patients. The Bookings department supports several consultants in different specialty fields across all three of our hospitals to provide an easy and seamless booking service. The department is always busy, so if you enjoy working in a varied busy environment and are able to multitask this could be your ideal role. The role is based WFH. You may also be asked, on a small number of occasions as needed, to have quick and easy access to our sites at Margate, Ashford and Canterbury & Head Office at Betteshanger. Please note you must have sufficient broadband speed to be able to work from home. Full Time Hours:37.5 hours per week over 5 days (Monday-Friday) Interview date:4th March 2025 Main duties of the job To provide a sympathetic and professional administration service to patients and service users. To assist in the smooth and efficient running of all appointments and bookings. To maintain accurate electronic patient records and bookings system whilst liaising with customers, staff, consultants, patients, and other service users. About us Spencer Private Hospitals recognise and value all of their staff and are committed to developing a well-trained and flexible workforce. Staff wellbeing is a priority for the organisation with some perks of employment being - Free on-site staff carparking Staff discount for treatments Enrolment into a staff pension scheme Investment in staff training Annual salary increment Additional benefits available in line with our NHS colleagues Local retail discounts We are also fortunate enough to be based in East Kent, arguably one of the most beautiful parts of the UK, often boasting the best weather due to our close proximity to Western Europe and is aptly know by the missive `the Garden of England. We are a short hop across the channel to France with the added bonus of fast rail connections to Europe, London and surrounding areas. The availability of high-quality schools which support grammar school education as well as academy and private schools are all available within the locality. Our CQC report has a rating of Good and we are now on an improvement trajectory to Outstanding. Spencer Private Hospitals is an equal opportunity employer. This position is subject to a Disclosure and Barring check. Date posted 09 February 2025 Pay scheme Other Salary £23,957 to £25,532 a year dependent upon qualifications and experience Contract Permanent Working pattern Full-time, Home or remote working Reference number E0005-25-0007 Job locations Units 2 & 4 Almond House Betteshanger Country Park Betteshanger, Deal Kent CT14 0EN Job description Job responsibilities JOB PURPOSE To provide a sympathetic and professional administration service to patients and service users. To assist in the smooth and efficient running of all appointments and bookings. To maintain accurate electronic patient records and bookings system whilst liaising with customers, staff, consultants, patients, and other service users. KEY RELATIONSHIPS Patients Service Users Relatives Friends Family Colleagues Consultants NHS Colleagues Stakeholders SMT KEY RESPONSIBILITIES Financial To ensure all customer appointments and bookings are entered onto the electronic system in an accurate and timely manner To ensure that all necessary testing and investigations are carried out prior to referral in accordance with the AQP contracts and financial obligations of Spencer Private Hospitals Process required private and NHS referrals in a quick and timely fashion, liaising with relevant parties where appropriate Follow up on new patient enquiries and book appointments accordingly To ensure that NHS bookings are processed in line with NHS Referral and Treatment Criteria guidance Business Development Provide a quality service for customers and local service users Continue to improve the relations to ensure effective communication between SPH and consultants, service users and Trust departments for Choose and Book, Wating List and private work Develop in depth service knowledge and offer information about our services to our clients Quality To participate in in-house training sessions and attend meetings and discussions when required To continually maintain accurate electronic records and bookings systems To assist in any clerical duties considered necessary for the smooth running of the department i.e. sending appointment letters, sending emails, requesting results, data entry etc. To process a high volume of telephone/email enquiries, relay messages and liaise with consultants, secretaries, and departments within the hospital To assist in the provision of a sympathetic and professional patient service To act in a discreet, diplomatic, and tactful manner at all times To ensure that all local policies and legal requirements relating to clinical care, Information Governance, GDPR and Health and Safety are complied with Workforce To work under supervision and direction of the Bookings Managers to ensure a smooth service To work with Line Manager to retain external ISO9001 and ISO14001 accreditation and participate with Investors in People To attend staff appraisal and identify personal needs and set and evaluate personal objectives Role Specific Tasks To ensure that all upcoming outpatient clinics and inpatient admissions are ready electronically on both the in-house computer system and any Trust based systems used, ensuring full capacity is achieved Effectively manage the administration of all outpatient clinics over a seven-day period, planning in advance and contacting patients as and when required To ensure the accurate management of electronic patient files, including creating, amending and discharging To ensure accurate processing, in a timely manner, of both outpatient and inpatient bookings for a variety of patient categories including Private Self-Pay, Private Insured, NHS Choose and Book and NHS Contract Work and to be the contact point for patients To manage in a timely manner, the waiting lists for NHS Choose and Book and NHS Contract Work To liaise closely with consultants on availability, including the booking of outpatient clinics and diary management for both private patients and Choose and Book clinics To liaise closely with consultants on availability for Private, Choose & Book and Waiting List theatre lists and diary management To liaise closely with the Theatres Department to ensure adequate staffing for all lists To ensure authorisation of all insured patients prior to admission To book in patients pre-assessment appointment at time of arranging inpatient admission and updating all relevant parties with information required To manage and book in all new Physio appointments and monitor the booking of follow ups by the Physio Team. Ensure that Physio dept are aware of the number of inpatients they need to see post procedure Arrange all referrals daily for triaging by Physiotherapy Manager or the next senior physiotherapist Equal Opportunities It is the aim of the hospital to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, sex, race, colour, nationality or ethnic or national origins, or is not placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end, the hospital has an Equal Opportunities Policy and it is for each employee to contribute to its success. Health & Safety All Employees must be aware of the responsibility placed on them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors. Individual employees should also refer to specific health and safety requirements within their own job descriptions. Data Protection If required to do so, to obtain, process and/or use information held on a computer or word-processor in a fair and lawful way. To hold data only for the specific registered purpose, and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed by Spencer Private Hospitals Customer Care It is the aim of the hospital to provide patients and clients with the best possible care and service. In order to meet this aim all of our staff are required, at all times, to put the patient or client first and do their utmost to meet their requests and needs courteously and efficiently. Confidentiality To ensure that confidential information is not disclosed about Spencer Private Hospitals (including information regarding patients and staff) to any unauthorised member of staff, or to anyone outside the employment of Spencer Private Hospitals This job description is intended to reflect, in outline, the responsibilities of the post holder, which may change over time with corporate or local business needs of Spencer Private Hospitals. It will therefore be subject to periodic review and amendment in the light of changing circumstances and following consultation with the post holder. Job description Job responsibilities JOB PURPOSE To provide a sympathetic and professional administration service to patients and service users. To assist in the smooth and efficient running of all appointments and bookings. To maintain accurate electronic patient records and bookings system whilst liaising with customers, staff, consultants, patients, and other service users. KEY RELATIONSHIPS Patients Service Users Relatives Friends Family Colleagues Consultants NHS Colleagues Stakeholders SMT KEY RESPONSIBILITIES Financial To ensure all customer appointments and bookings are entered onto the electronic system in an accurate and timely manner To ensure that all necessary testing and investigations are carried out prior to referral in accordance with the AQP contracts and financial obligations of Spencer Private Hospitals Process required private and NHS referrals in a quick and timely fashion, liaising with relevant parties where appropriate Follow up on new patient enquiries and book appointments accordingly To ensure that NHS bookings are processed in line with NHS Referral and Treatment Criteria guidance Business Development Provide a quality service for customers and local service users Continue to improve the relations to ensure effective communication between SPH and consultants, service users and Trust departments for Choose and Book, Wating List and private work Develop in depth service knowledge and offer information about our services to our clients Quality To participate in in-house training sessions and attend meetings and discussions when required To continually maintain accurate electronic records and bookings systems To assist in any clerical duties considered necessary for the smooth running of the department i.e. sending appointment letters, sending emails, requesting results, data entry etc. To process a high volume of telephone/email enquiries, relay messages and liaise with consultants, secretaries, and departments within the hospital To assist in the provision of a sympathetic and professional patient service To act in a discreet, diplomatic, and tactful manner at all times To ensure that all local policies and legal requirements relating to clinical care, Information Governance, GDPR and Health and Safety are complied with Workforce To work under supervision and direction of the Bookings Managers to ensure a smooth service To work with Line Manager to retain external ISO9001 and ISO14001 accreditation and participate with Investors in People To attend staff appraisal and identify personal needs and set and evaluate personal objectives Role Specific Tasks To ensure that all upcoming outpatient clinics and inpatient admissions are ready electronically on both the in-house computer system and any Trust based systems used, ensuring full capacity is achieved Effectively manage the administration of all outpatient clinics over a seven-day period, planning in advance and contacting patients as and when required To ensure the accurate management of electronic patient files, including creating, amending and discharging To ensure accurate processing, in a timely manner, of both outpatient and inpatient bookings for a variety of patient categories including Private Self-Pay, Private Insured, NHS Choose and Book and NHS Contract Work and to be the contact point for patients To manage in a timely manner, the waiting lists for NHS Choose and Book and NHS Contract Work To liaise closely with consultants on availability, including the booking of outpatient clinics and diary management for both private patients and Choose and Book clinics To liaise closely with consultants on availability for Private, Choose & Book and Waiting List theatre lists and diary management To liaise closely with the Theatres Department to ensure adequate staffing for all lists To ensure authorisation of all insured patients prior to admission To book in patients pre-assessment appointment at time of arranging inpatient admission and updating all relevant parties with information required To manage and book in all new Physio appointments and monitor the booking of follow ups by the Physio Team. Ensure that Physio dept are aware of the number of inpatients they need to see post procedure Arrange all referrals daily for triaging by Physiotherapy Manager or the next senior physiotherapist Equal Opportunities It is the aim of the hospital to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, sex, race, colour, nationality or ethnic or national origins, or is not placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end, the hospital has an Equal Opportunities Policy and it is for each employee to contribute to its success. Health & Safety All Employees must be aware of the responsibility placed on them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors. Individual employees should also refer to specific health and safety requirements within their own job descriptions. Data Protection If required to do so, to obtain, process and/or use information held on a computer or word-processor in a fair and lawful way. To hold data only for the specific registered purpose, and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed by Spencer Private Hospitals Customer Care It is the aim of the hospital to provide patients and clients with the best possible care and service. In order to meet this aim all of our staff are required, at all times, to put the patient or client first and do their utmost to meet their requests and needs courteously and efficiently. Confidentiality To ensure that confidential information is not disclosed about Spencer Private Hospitals (including information regarding patients and staff) to any unauthorised member of staff, or to anyone outside the employment of Spencer Private Hospitals This job description is intended to reflect, in outline, the responsibilities of the post holder, which may change over time with corporate or local business needs of Spencer Private Hospitals. It will therefore be subject to periodic review and amendment in the light of changing circumstances and following consultation with the post holder. Person Specification Personal Attributes Essential Outstanding communication skills Polite and confident telephone manner Organised and methodical in approach Team Player Ability to act on own initiative Excellent Customer Service Skills Motivated Flexible to the needs of the business Able to meet deadlines Able to work in a highly pressurised environment Ability to travel between sites Ability to work from home Qualifications Essential Maths and English (GCSE or equivalent) Grade C or above Desirable Choose and Book (ERS) Certification Experience Essential Proven experience in a busy administration environment Desirable Proven experience in medical administration environment Experience liaising with GPs and patients Proven experience of booking appointments Skills Essential Excellent IT Skills Microsoft Applications (Word, Excel, Outlook) Desirable Trust Systems: Patient Centre (PAS) / DART OCM / EDN EPR / RIS/X-ray Compucare Person Specification Personal Attributes Essential Outstanding communication skills Polite and confident telephone manner Organised and methodical in approach Team Player Ability to act on own initiative Excellent Customer Service Skills Motivated Flexible to the needs of the business Able to meet deadlines Able to work in a highly pressurised environment Ability to travel between sites Ability to work from home Qualifications Essential Maths and English (GCSE or equivalent) Grade C or above Desirable Choose and Book (ERS) Certification Experience Essential Proven experience in a busy administration environment Desirable Proven experience in medical administration environment Experience liaising with GPs and patients Proven experience of booking appointments Skills Essential Excellent IT Skills Microsoft Applications (Word, Excel, Outlook) Desirable Trust Systems: Patient Centre (PAS) / DART OCM / EDN EPR / RIS/X-ray Compucare Disclosure and Barring Service Check 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. Employer details Employer name Spencer Private Hospitals Ltd Address Units 2 & 4 Almond House Betteshanger Country Park Betteshanger, Deal Kent CT14 0EN Employer's website https://www.spencerprivatehospitals.com/ (Opens in a new tab)