Worcestershire Acute Hospitals NHS Trust
Are you organised, proactive and have an eye for detail? The Urogynaecology specialist team is looking for a booking coordinator to be responsible for the booking and smooth running of the outpatient flexible cystoscopy service and the pessary service. We are a strong, proactive team who welcome innovation, self-motivation and adaptability within the specialist service. Although not patient facing this role requires daily communication with patients via the telephone and you may be discussing complex medical information therefore, a clear confident communication manner is essential.
The successful applicant can be based at Worcester Royal hospital, the role is for 30hrs and we also offer some flexibility with home working for 1 day per week once fully trained in the position. We are a supportive team committed to your personal development and wellbeing. We ask that you are a dedicated team player who puts our patients at the centre of your day. We can offer you a friendly and supportive work environment where your work is valued. If this sounds like the role for you then apply now or email us to find out more.
Main duties of the job
The job purpose is to provide effective coordination and administration of the Gynaecology Urodynamic and Pessary waiting lists, involving the scheduling of patients.
Job responsibilities
* Listen and advise on patient queries regarding appointments.
* Ensure patients receive the correct instructions and correspondence related to their specific procedure.
* Receive new referrals for procedures (repeats and first-time referrals) and ensure they are added to the waiting list within agreed timescales.
* Book patients for appointments in a professional and timely manner.
* Administer booking process for elective/surveillance admissions, generating patient letters and notifying non-responders of their removal from waiting lists. Notify Consultant secretaries/GPs of non-responders for further action.
* Maintain Patient Administration System (Oasis) records and the scheduling records to ensure a full audit trail is available for each patient.
* Ensure that confirmed bookings are added to OASIS, the scheduling system and the reporting system.
* Record any offers or decline dates for procedures on OASIS, particularly recording information to assist with diagnostic and 18-week targets.
* Organise and send the necessary correspondence and/or documentation using the Patient Administration System (Oasis).
* Monitor and action Patient Tracking Lists (PTLs), informing the Directorate Support Manager/Directorate Manager of any potential breaches as soon as possible.
* Receive and action requests to cancel or reduce clinic sessions, inputting these details onto the scheduling system to ensure that no patients are booked onto unstaffed sessions.
* Search for the next available booking slot to ensure that patients are offered the earliest possible date within the maximum waiting time, according to the booking rules and priority category.
* Inform the Directorate Support Manager well in advance if the waiting time is likely to go over the maximum wait or if cancelling a session will lead to a waiting time breach.
* Manage and administer the waiting lists for the Urodynamic and Pessary service, selecting, sending for and booking patients in chronological order and according to prioritisation.
* Reschedule or cancel admissions at the patient or hospital's request, ensuring that OASIS and the scheduling system are kept up to date.
* Confirm cancellations and rescheduled dates in writing to the patients.
* Check all patient details are correctly maintained on the PAS when negotiating TCIs with patients. Register new patients as required.
* Ensure that all sessions are appropriately filled with patients according to the agreed booking rules and ensuring that cancellations are re-filled.
* Ensure all short notice vacant slots are filled. Collect any DNAs from the department each day and take appropriate action, such as re-booking with patients over the phone or sending standardised removal from the waiting list letters.
* Identify and inform the Directorate Support Manager of problems with planning and procedural processes which may affect the smooth running of the department.
* Assist other members of the booking team as and when required.
* Ensure that the team is able to cover the bookings in the absence of the post holder.
* Undertake medical audio/copy typing including outpatient letters to GPs, discharge summaries and other official correspondence. Use own initiative to ensure that necessary investigations, procedures or further appointments referred to in correspondence have been actioned.
* Other general administration duties undertaken in the booking offices.
Person Specification
Skills/Knowledge
* Understanding and working knowledge of Microsoft Office Packages and IT systems.
* Strong telephone etiquette, exhibiting a courteous and respectful approach when communicating with patients, colleagues, and external parties.
* Excellent verbal and written communication skills.
* Good organisational skills and the ability to multi-task effectively, whilst dealing with competing priorities.
* Escalates urgent issues promptly and efficiently, ensuring that necessary actions are taken to address and resolve high priority matters effectively.
* Knowledge or familiarity with key NHS systems i.e., PAS, Bluespier, CLIP.
* Awareness of good Health & Safety Protocols.
* Experience in word processing, audio, copy typing skills.
Experience
* Previous administrative, secretarial, or clerical experience.
* Experience of working within Obstetrics & Gynaecology.
* Understanding of NHS reporting requirements i.e., 18 weeks RTT.
Personal Qualities
* Able to work collaboratively as part of a team.
* Always demonstrates a high level of professionalism.
* Compassionate when dealing with patients and their families.
* Adaptable and flexible to ever-changing situations.
* Capable of working independently, taking initiative to handle tasks proactively.
Qualifications
* RSA II Typing.
* Desire to work towards Amspar Diploma or equivalent qualification.
Other Job Requirements
* Handles high pressured situations with composure and maintains a positive attitude.
* Demonstrates sensitivity and respect for diverse patient populations and colleagues from different backgrounds.
* Must always maintain confidentiality when handling sensitive information and patient data.
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 name
Worcestershire Acute Hospitals NHS Trust
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