Employer Royal United Hospitals Bath NHS Foundation Trust
Employer type: NHS
Site: Royal United Hospital
Town: Bath
Salary per annum pro rata
Closing: 27/04/2025 23:59
Band 4
Job overview
The postholder will work within the Trust’s Outpatient Booking Centre, providing essential support to the management team in relation to outpatient booking services.
The postholder will manage and operate the partial or full-booking process for identified outpatient specialties, ensuring patients are booked into appointments within local, regional, and national outpatient access targets including RTT. They will monitor the progress of team members and ensure that booking processes are adhered to.
Main duties of the job
1. Be responsible for the operational management of a given team of administration staff in the Outpatient Booking Team.
2. Work as part of a team ensuring that patients are booked efficiently.
3. Be involved in the recruitment of new staff.
4. Be involved in the initiation and subsequent training of newly appointed staff.
5. Undertake staff appraisals in conjunction with the management team to identify development and training needs.
6. Attend regular meetings with Outpatient Booking team staff to ensure information is cascaded.
7. Customer Service
8. Ensure that patients/caller needs are met.
9. Deal sympathetically with distressed patients, including difficult conversations with patients and carers.
10. Handle patient complaints and signpost where appropriate.
11. Manage data alongside the management team, identifying issues with capacity using relevant Trust IT systems.
12. Liaise with GP practices to retrieve missing referrals or gain additional information.
13. Cross-cover other specialties as required.
14. Retrieve and update information on the Trust’s computer systems, including ERS. This will include updating revised admission dates and any changes to the patients' demographic details, name, address, GP, etc.
15. Be aware of and ensure correct booking processes are being followed, e.g., direct booking/partial booking.
Working for our organisation
At the RUH, we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
A culture of learning, developing, and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual, and financial wellbeing.
Detailed job description and main responsibilities
Please find attached to the vacancy a detailed person specification and job description for further information about this role.
Person specification
* Knowledge and Experience
* Demonstration of recent experience in a customer/patient focused environment.
* Experience of working in a fast-paced environment.
* Specific skills
* Ability to prioritise own workload.
* Effective team member.
* Ability to communicate sensitively at all levels.
* Experience of diary management or scheduling.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and will necessitate a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
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