Job summary When completing your supporting statement, please refer to the person spec, demonstrating in your application how you match all points, providing examples of experience, understanding and transferable skills. The Healthcare Operations Department are looking to recruit a Booking Clerk within the Endoscopy Booking Team at the RAEI, Wigan working 37.5hrs per week, Monday - Friday. You must have experience of working within a busy, pressurised customer focused administration / office environment with an ability to deal with frequent interruptions. You must also have experience of using IT systems in the workplace. It is necessary to be flexible and able to adapt quickly to change and altering work patterns. Will be covering various admin and clerical duties in line with service demands. Must be educated to GSCE level or equivalent. It is important that you detail in your supporting statement how you meet the essential/desirable requirements given on the person specification. Main duties of the job The main duties of this role are to provide an efficient and flexible administrative service that supports the clinical staff in the delivery of an effective booking service. To maintain a patient centred approach in the delivery of the service that supports patients in exercising choice. It is important to ensure patient's needs are central to the delivery of the service, therefore it is important that you have first class customer service skills along with a professional telephone manner. You must be able to demonstrate keyboard skills with high level of data entry accuracy, be a motivated, enthusiastic individual who possess excellent interpersonal and communication skills with an ability to work effectively on your own initiative and within a team. About us Choose Well - Choose WWL Wrightington, Wigan and Leigh NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values. WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs. On-Call Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational. Date posted 11 February 2025 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum, pro rata Contract Permanent Working pattern Full-time, Flexible working Reference number 302-25-6936968S Job locations Royal Albert Edward Infirmary Wigan Lane Wigan WN1 2NN Job description Job responsibilities The main duties of this role are To book appointments for patients attending outpatient clinics, pre operative assessment and admission for elective surgery in accordance with booking rules Display a professional attitude at all times when dealing with the general public and colleagues alike whilst using effective communication skills to influence the out come in issues causing concern. To receive patients attending for elective admission or pre operative assessment, ensuring that all patient demographic details are updated both on PAS and in the casenotes Assist members of the clinical staff with any queries concerning administrative processes To support and assist team members across sites where there are staff shortages, whilst working as part of one multidisciplinary team Deal with enquiries from patients, GPs and other disciplines of staff regarding bookings. Liaise with the consultant staff and medical secretaries regarding arranging urgent admissions and /or outpatient appointments Process referrals to consultants for assessment of priority in a timely manner and once the relevant appointment is booked and negotiated with the patient ensure that all the associated documentation is tracked and processed accordingly. Liaise with the clinical staff to ensure the delivery of a seamless service for patients attending either as an outpatient or inpatient Promote and develop good communication links with all disciplines of staff involved in the booking process both internal and external to the Trust. To locate and prepare casenotes for patients attending for elective admission and pre operative assessment and be responsible for the recording on PAS of all patient outcomes within agreed deadlines where appropriate To apply Trust and National policies and procedures in order to achieve internal and external targets and deadlines To be responsible for the quality and accuracy of all data input of both written and electronic information that they are recording. To resolve queries and redirect enquiries by utilising the knowledge and implementation of the 'Booking Methodology' and 'Waiting Time' targets To undertake general clerical tasks as appropriate e.g. filing, photocopying Responsible for the reporting of any incidents / accidents to the supervisor and participating in the investigation by completing necessary documentation and any relevant follow up processes. Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards in a timely and accurate manner in accordance with Trust and National targets and guidelines Deal with the cancellation of clinics / theatre sessions and rebooking of patients in accordance with instructions and guidelines Maintain the accuracy of IP/OP Waiting Lists by ongoing validation ensuring compliance with access times and targets Demonstrate effective communication using the spoken and written word to influence the outcome Demonstrate awareness and sensitivity of patients with hearing difficulties and where patients language is not English Receive and process all messages in accordance with instructions Utilise the Trust's IT resources appropriately in line with the policies and procedures Maintain accurate, timely and legible written and electronic records Job description Job responsibilities The main duties of this role are To book appointments for patients attending outpatient clinics, pre operative assessment and admission for elective surgery in accordance with booking rules Display a professional attitude at all times when dealing with the general public and colleagues alike whilst using effective communication skills to influence the out come in issues causing concern. To receive patients attending for elective admission or pre operative assessment, ensuring that all patient demographic details are updated both on PAS and in the casenotes Assist members of the clinical staff with any queries concerning administrative processes To support and assist team members across sites where there are staff shortages, whilst working as part of one multidisciplinary team Deal with enquiries from patients, GPs and other disciplines of staff regarding bookings. Liaise with the consultant staff and medical secretaries regarding arranging urgent admissions and /or outpatient appointments Process referrals to consultants for assessment of priority in a timely manner and once the relevant appointment is booked and negotiated with the patient ensure that all the associated documentation is tracked and processed accordingly. Liaise with the clinical staff to ensure the delivery of a seamless service for patients attending either as an outpatient or inpatient Promote and develop good communication links with all disciplines of staff involved in the booking process both internal and external to the Trust. To locate and prepare casenotes for patients attending for elective admission and pre operative assessment and be responsible for the recording on PAS of all patient outcomes within agreed deadlines where appropriate To apply Trust and National policies and procedures in order to achieve internal and external targets and deadlines To be responsible for the quality and accuracy of all data input of both written and electronic information that they are recording. To resolve queries and redirect enquiries by utilising the knowledge and implementation of the 'Booking Methodology' and 'Waiting Time' targets To undertake general clerical tasks as appropriate e.g. filing, photocopying Responsible for the reporting of any incidents / accidents to the supervisor and participating in the investigation by completing necessary documentation and any relevant follow up processes. Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards in a timely and accurate manner in accordance with Trust and National targets and guidelines Deal with the cancellation of clinics / theatre sessions and rebooking of patients in accordance with instructions and guidelines Maintain the accuracy of IP/OP Waiting Lists by ongoing validation ensuring compliance with access times and targets Demonstrate effective communication using the spoken and written word to influence the outcome Demonstrate awareness and sensitivity of patients with hearing difficulties and where patients language is not English Receive and process all messages in accordance with instructions Utilise the Trust's IT resources appropriately in line with the policies and procedures Maintain accurate, timely and legible written and electronic records Person Specification Additional Essential Must be able to work flexibly and where appropriate cover annual leave or sickness Speak English to an appropriate level Knowledge Essential Knowledge of general office systems and protocols in a customer related environment Ability to follow guidelines and procedure Knowledge of IT systems and packages within the workplace Good understanding of customer care practices and procedures Skills Essential Able to demonstrate keyboard skills with high level of data entry accuracy To demonstrate a good telephone manner Must work well as part of a team but also able to work on own initiative To demonstrate excellent communication skills with all disciplines of staff Good organisational skills To work efficiently to targets and deadlines and able to prioritise and manage workloads Ability to learn quickly and adapt to change in circumstances Experience Essential Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions Recent work experience within an administration / office setting Experience of using IT systems in the workplace Qualifications Essential Educated to GCSE (or equivalent level) or able to demonstrate equivalent experience Person Specification Additional Essential Must be able to work flexibly and where appropriate cover annual leave or sickness Speak English to an appropriate level Knowledge Essential Knowledge of general office systems and protocols in a customer related environment Ability to follow guidelines and procedure Knowledge of IT systems and packages within the workplace Good understanding of customer care practices and procedures Skills Essential Able to demonstrate keyboard skills with high level of data entry accuracy To demonstrate a good telephone manner Must work well as part of a team but also able to work on own initiative To demonstrate excellent communication skills with all disciplines of staff Good organisational skills To work efficiently to targets and deadlines and able to prioritise and manage workloads Ability to learn quickly and adapt to change in circumstances Experience Essential Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions Recent work experience within an administration / office setting Experience of using IT systems in the workplace Qualifications Essential Educated to GCSE (or equivalent level) or able to demonstrate equivalent experience 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 Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust Address Royal Albert Edward Infirmary Wigan Lane Wigan WN1 2NN Employer's website http://www.wwl.nhs.uk/ (Opens in a new tab)