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Community services are a key part of the NHS of the future. Be part of that future now. Join us and help achieve better care and healthier communities.
Main area: Booking Clerk Grade Band 3
Contract: 6 months (Fixed Term contract ending on 31/08/2025)
Hours: Full time - 37.5 hours per week
Job ref: 820-6907633-CF-A
Site: Gee House, Town: Birmingham
Salary: £24,625 - £25,674 per annum (pro rata)
Salary period: Yearly
Closing: 17/04/2025 23:59
Job overview
This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
We are looking for enthusiastic, hard-working staff members to work in our busy Central Booking Service (CBS) within the Children and Families Division.
The main duties for the post holder will be to provide support to the Central Booking Service and Operational Team Leader in order to provide a prompt and professional appointment booking and call management service to parents/carers/service users. The post holders will work as part of the CBS Team to ensure that referrals to clinical services are processed appropriately in a timely manner. The post holder will also be managing waiting lists, and ensuring patient appointments are booked with parents/carers over the telephone and also on the RIO system in line with the Central Booking Service processes.
The post holder will also ensure that there is prompt and accurate inputting of the clinical activity data onto the RIO system.
Main duties of the job
The Central Booking Service (CBS) is often the first contact a parent/carer will have with the Children & Families Division and may be regarded as the ‘shop window’ for the Community Paediatric, Inclusion Services, Health Visiting Services and Educational Health and Care (EHC). The post holder will be required to provide excellent customer service to all service users ensuring that they are polite and courteous at all times.
The post holder will be responsible for the management of their own workload and will be expected to develop and maintain up-to-date knowledge of all services included within the Central Booking Service (CBS) which will enable them to deal with any service related queries. This is a multi-skilled and multi-tasked role, and therefore the post holder will be expected to rotate with other staff members to cover all areas within the CBS on a regular basis.
Working for our organisation
Be Part of Our Team...
Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehabilitation Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.
If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for better care and healthier communities, we want to hear from you.
Detailed job description and main responsibilities
* Responsible for the management of clinics and waiting lists, within Community Paediatrics. Inclusion Services (Speech and Language Therapy, Physiotherapy and Occupational Therapy), Health Visiting & EHC.
* Prepare and track clinical records for all patients booked within the CBS, ensuring that appropriate records such as referral letters are filed/stored appropriately in accordance with the Trust’s Policies and Procedures.
* Responsible for the management and booking of appointments on the Patient Administration System (RiO) system as well as the Choose & Book system.
* Responsible for calling the parents/carers of children who have not attended their appointments in order to ascertain the reason why and rebook a new appointment within the appropriate targeted timescales.
* Responsible for carrying out any clinic changes/cancellations on the RIO system in accordance with the CBS Standard Operating Procedures (SOP).
Appointment/Pre-Clinic Activity
* Booking appointments within the appropriate clinic rules and within appropriate timescales in accordance with the CBS SoP, this will include both making calls to parent/carers as well as receiving calls.
* Supporting the directorate on national targets e.g. 18 week Referral to Treatment (RTT), as well as Choose and Book (CaB).
* Ensure Patients are offered a choice of appointment in line with national guidance, wherever possible.
* Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity.
* Ensuring all referral letters are date-stamped and registered on the patient administration system RIO, within 24 hours of receipt within the CBS to ensure triage is arranged within the clinic rules.
* Responsible for collecting missing demographic details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation.
* Ensure that all clinic slots are fully utilised to avoid wasted capacity.
* Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by the clinicians, are offered appropriate revised appointment dates over the telephone in accordance with 18-week rules.
* Ensure all appointments made and/or changes made to existing appointments are confirmed by letter and recorded on the Patient Administration System (RiO).
* Ensure all short-notice rescheduling of appointments are completed on RIO and followed up with a telephone confirmation with the parent/carer.
Post-Clinic Activity
* Ensure accurate data inputting of the Community Paediatricians clinical activity onto the RIO system in line with the CBS SoP and Trust Targets.
* Liaise with Community Paediatricians, Therapists, Health Visiting Teams and Local Authority regarding any queries with data quality.
* Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes.
* Provide general non clinical information to patients and staff, while maintaining patient’s confidentiality.
* Responsible for the supervision of the workload and training staff in the Booking Service.
* Taking part in the rotational tasks within the CBS.
* Ensure all standard operating procedures and codes of conduct are clearly adhered to and updated appropriately.
* To be involved in, and to undertake, audits and validation/actioning of reports as appropriate.
* Ensure that high levels of confidentiality, in accordance with the Data Protection Act and Caldecott Principles, are adhered to at all times.
* Partaking in an annual appraisal and agreeing a personal development plan.
* To take part in any ‘pilots/trials’ of new technology in relation to clinic activity collection.
* Receiving complex and/or sensitive information regarding patients including Child Protection referrals.
* Make up Patient Notes for all new patients and ensure their dispatch to the appropriate clinic.
* Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy.
* The post holder will be responsible for updating RIO following notifications of death by GPs and/or relatives.
* Post holder will ensure to follow the escalation policy to ensure that any issues with clinic times, waits, data inputting are raised with the CBS Team Leader and Management at all times.
Person specification
Education and Training
* 5 GCSE passes including English at C or above or relevant administrative experience or qualifications.
* RIO experience.
* Competent user of MS Word, Excel, Access.
Experience
* Experience of working with the General Public.
* Competent in communication and organisation.
Motivation and Disposition
* Ability to work as part of a team.
* Ability to prioritise workload and use own initiative.
Other relevant Factors
* Enthusiastic, Pleasant manner.
Disability Confident Employer and Guaranteed Interview Scheme
BCHC offers a guaranteed interview to any candidate who is Disabled, Neurodiverse, has a hidden or long term health condition as recognised under the Equality Act 2010, providing they meet the essential criteria of the job role, as set out in the person specification.
Equality, Diversity and Inclusion
Birmingham is a fantastic place to live and we serve a wide range of people and communities. BCHC are an advocate of diversity and strive to mirror the community we serve as much possible.
We are committed to and actively promote equality of opportunity for all staff and applications from individuals from all areas of the community who meet the specific criteria are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage/civil partnerships.
Promoting Workforce Equality
In response to data held by BCHC which demonstrates that individuals from particular protected characteristics are under-represented, BCHC are striving to redress these imbalances.
Flexible Working
Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and, where possible, will actively consider requests made and support these where practically possible.
Birmingham Community Healthcare NHS Foundation Trust acknowledges Artificial Intelligence (AI) or Generative AI (GenAI) tools such as ChatGPT, Claude, Copilot, Gemini etc; are powerful tools that can help you in various stages of your job application and how they can be used in certain circumstances during your application process with BCHC.
Benefits of working for us:
* Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements.
* Attractive relocation payment if you relocate to the local area.
* Discounts for local and national retailers.
* Dedicated well-being services for all employees.
* Flexible working where possible.
Application numbers
***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.***
Birmingham Community Healthcare NHS Trust
3, Priestley Wharf
Holt Street
Birmingham Science Park
B7 4BN
Office hours: Monday to Friday: 8.30 am - 5.00 pm
Our patients and their carers and families are the reason we're here, so we want to hear your views about the Trust and our services.
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