The post holder is responsible for undertaking reception duties, the booking and scheduling of patient diagnostic appointments across all Trust sites including clinics within the community.
The post holder will also undertake associated administrative duties. All activities within the Booking and Scheduling Service must comply with the Trust's Patient Access Policies and ensure patients are offered an appropriate choice of appointments.
Main duties of the job
To actively assist in the clerical throughput within the CDC, working in partnership with CDC Imaging Clerical Manager and CDC Imaging Appointments Team Leader to ensure the most effective deployment of resources to deliver activity, capacity, and demand as required.
Job responsibilities
* Undertake booking & scheduling of appointments to a range of Diagnostic appointments in line with Trust policy and standard operating procedures. This includes the processing of cancellations of appointments by the patients and the hospital.
* Check patients into and out of Diagnostic clinics ensuring accurate data capture and entry of patients' personal and clinical information in relation to imaging appointments.
* Escalate issues related to the booking and scheduling of Diagnostic appointments in agreed timescales to supervisory and management staff.
* Undertake bookings on the ambulance transport system to facilitate the patients' attendance, request interpreters with short notice as required.
* Provide a friendly and approachable Diagnostic patient reception service where required across all Trust sites and service areas.
* Handle enquiries from patients and staff in relation to Diagnostic appointment booking and scheduling within the reception areas, face to face and over the telephone.
* Maintain an up-to-date filing system appropriate to the relevant department and undertake filing in patient records in accordance with the Trust's Records Management Policy and the filing responsibilities for each clinical area.
* Use Trust Booking & Scheduling systems to undertake bookings into imaging including the entry, processing, and transmitting of patient data.
* Ensure data entry onto Trust systems is consistent with workflows and follows standard operating procedures.
* Provide non-clinical advice in relation to administrative arrangements.
* Ensure that the appointment check-in process is undertaken in line with Trust procedures. This includes asking patients questions on overseas visitors' status and escalating concerns to the Overseas Visitors Manager and team.
* Ensure all mechanisms are in place to facilitate the patients' attendance at the clinic including ordering patient ambulances and interpreters as required.
* Use Trust systems including waiting list information to ensure patients are booked and scheduled in the correct order.
* Follow Trust policy in relation to processes for assessment and management of potential overseas visitors including the accurate recording of information and escalation of concerns to the line manager.
* Follow departmental policies and standard operating procedures for the undertaking of work tasks and duties.
* Deliver a high level of customer service in all interactions with patients, their relatives, carers, and staff to ensure the highest standards in respect of patient privacy and dignity.
Person Specification
Qualifications & Learning
* Educated to GCSE level or equivalent including English and Mathematics.
* European Computer Driving Licence (ECDL) Qualification or equivalent.
* Additional Customer Service or Administration qualification such as an NVQ 2 Qualification.
* Good verbal and written communication skills.
* Working knowledge of MS Office, Excel and basic keyboard skills.
* Organised and methodical with an attention to detail.
* Professional and friendly telephone manner.
* Able to maintain accuracy to high standards.
* Understanding of confidentiality, Data Protection, and Caldicott principles.
* Able to recognise and resolve routine issues referring where appropriate.
* Ability to work under pressure in a busy environment.
* Ability to work on own unsupervised.
* Knowledge of NHS waiting time requirements and procedures.
* Knowledge of a hospital-based Patient Administration System.
Experience
* Ability to work to a deadline and to prioritise own workload.
* Experience of working in a contact centre, reception, or equivalent appointment booking environment.
* Previous experience of data entry/input.
* Experience of working in NHS.
Other
* Flexible and adaptable to change.
* Courteous and friendly.
* Able to multi-task.
* Capable of dealing with sensitive and confidential documents and situations.
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.
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