Job summary The Outpatient Booking Services team is based at Rouen Road in Norwich city centre. Our staff are extremely friendly and welcoming but work in a very busy office environment. Progression in the department is available and full training is supplied. Full time: 37.5 hours per week Interview Date: 20th November2024 Main duties of the job You will be part of a booking team dealing with outpatient bookings, cancellations and updating all systems to contain identical information. Part of your role will be supervising Band 2 colleagues, providing guidance, support and expertise and dealing with internal and external parties. Full training is supplied. 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. About us Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world. We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity We can offer you the full range of NHS benefits/discounts and in addition: Flexible working hours Fast Track Staff Physiotherapy Service Multi Faith prayer room Discounted gym memberships Excellent pension scheme and annual leave entitlement Wagestream - access up to 40% of your pay as you earn it Free Park & Ride service direct to NNUH site Free 24-hours confidential counselling support On-site Nursery On-site cafes offering staff discounts Support in career development Flexible staff bank Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics Date posted 08 November 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time, Flexible working Reference number 234-24-CS2054 Job locations 20 Rouen Road Norwich NR1 1QQ Job description Job responsibilities In conjunction with the Team Manager, assist with the management and coordination of annual leave, cover, flexible working arrangements, PDP/appraisals, and supervision of the support clerks, dealing with day to day queries and issues. Deal with telephone calls from patients, General Practitioners or other Hospital departments, includes assisting patients and their carers by arranging translation/interpretation facilities via INTRAN, identifying overseas visitors and informing the Overseas department. Maintaining outpatient procedures for the Trust, to include compliance with choice, partial booking, full booking and eRS (formerly Choose & Book). Highlight to Team Manager where clinic templates are not compatible with service requirements or the processes for outpatient booking targets or harvest times. Ensure the accurate collection of Minimum Data set information required to meet demands of contracting and identifying overseas visitors/potential elective contractual referrals. Ensure full utilisation of clinics is achieved by communicating within the team and Team Manager, and between the team and the services. The post holder will ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient. Manage and maintain outpatient waiting lists in conjunction with the Team Manager, ensuring patients are called in chronological and priority order. Generate all letters in the time scales agreed to maintain a partial booking process. When patients have failed to respond in the agreed timescales and declined two offers, remove patients from waiting list, and inform patient and GP by letter that they have been removed from the Trust waiting list. Action changes affecting the Master Index and generally assisting with its maintenance. Other general duties, which may be necessary to ensure the smooth functioning of the department. Please see the attached job description for full details. Please note that this advertised position, which is part of occupation code 4111 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. Job description Job responsibilities In conjunction with the Team Manager, assist with the management and coordination of annual leave, cover, flexible working arrangements, PDP/appraisals, and supervision of the support clerks, dealing with day to day queries and issues. Deal with telephone calls from patients, General Practitioners or other Hospital departments, includes assisting patients and their carers by arranging translation/interpretation facilities via INTRAN, identifying overseas visitors and informing the Overseas department. Maintaining outpatient procedures for the Trust, to include compliance with choice, partial booking, full booking and eRS (formerly Choose & Book). Highlight to Team Manager where clinic templates are not compatible with service requirements or the processes for outpatient booking targets or harvest times. Ensure the accurate collection of Minimum Data set information required to meet demands of contracting and identifying overseas visitors/potential elective contractual referrals. Ensure full utilisation of clinics is achieved by communicating within the team and Team Manager, and between the team and the services. The post holder will ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient. Manage and maintain outpatient waiting lists in conjunction with the Team Manager, ensuring patients are called in chronological and priority order. Generate all letters in the time scales agreed to maintain a partial booking process. When patients have failed to respond in the agreed timescales and declined two offers, remove patients from waiting list, and inform patient and GP by letter that they have been removed from the Trust waiting list. Action changes affecting the Master Index and generally assisting with its maintenance. Other general duties, which may be necessary to ensure the smooth functioning of the department. Please see the attached job description for full details. Please note that this advertised position, which is part of occupation code 4111 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. Person Specification Experience Essential Significant NHS experience Previous experience of multi-professional working Skills Essential Excellent interpersonal and organisational skills Effective communication skills - both verbal and written Good analytical and problem solving skills; the ability to forward plan, prioritise, delegate and meet deadlines IT skills in Microsoft Outlook and Word Attitude, aptitude Essential Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence Demonstrates understanding and commitment to Equality, Diversity and Inclusion Person Specification Experience Essential Significant NHS experience Previous experience of multi-professional working Skills Essential Excellent interpersonal and organisational skills Effective communication skills - both verbal and written Good analytical and problem solving skills; the ability to forward plan, prioritise, delegate and meet deadlines IT skills in Microsoft Outlook and Word Attitude, aptitude Essential Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence Demonstrates understanding and commitment to Equality, Diversity and Inclusion 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. Certificate of Sponsorship 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 (Opens in a new tab). 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 Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship 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 (Opens in a new tab). 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 Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Norfolk and Norwich University Hospital Address 20 Rouen Road Norwich NR1 1QQ Employer's website https://teamnnuh.co.uk/ (Opens in a new tab)