- GCSE or equivalent in Maths & English at grade C or above
- RSA or NVQ level 3 or equivalent experience
- Trained in use of Lorenzo IT system
- Experience of reception duties
- Minimum of 2 years' experience working with the public
- Minimum of 2 years' experience of working as part of a team
- Experience of working in a healthcare environment
- Knowledge of medical terminology
- Knowledge of a computerised booking / appointment system
- Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety
- Ability to cope working in a stressful environment and with emotional or aggressive patients and carers
- Excellent command of the English language
- Excellent written, verbal and non-verbal communication skills
- Good negotiating skills
- Ability to multi task
- Excellent telephone manner
- Competent IT skills
- Understanding of therapy role and terminology
- Organised and able to prioritise
- Flexible and reliable
- Able to work effectively under pressure and frequently difficult / distressing circumstances
- Able to work on their own but also as part of a team
- Empathetic
- Good problem solving skills
- Passes occupational health and CRB clearance
- Car driver
- Flexible approach with ability to work flexibly between hours of to
- Ability to work within call-centre conditions with constant interruptions
Booking Coordinator - Warwick, United Kingdom - South Warwickshire University NHS Foundation Trust
Description
Job summary
We are looking for an experienced, forward thinking booking coordinator to join our friendly and dynamic team within the Oral & Facial department at Warwick Hospital.
Excellent communication, organisational and proven administration and IT skills are vital in this role to provide support in the smooth running of this busy outpatient department.
Experience of dealing with the public would be advantageous, as would knowledge of the Lorenzo and eRS , but training is available.
Main duties of the job
To work as a flexible member of a team to carry out clerical duties within the Oral & Facial team giving support to patients, medical staff and the management process, maintaining an effective customer focused service.
About us
Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Job descriptionJob responsibilities
Principle duties will be amongst the following dependant on area of work on the day:-
Key Responsibilities:
Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.
Ensure all relevant patient information is recorded on the Trusts PAS system and updated accordingly, including early offers of operation date.
To be the point of contact in the Trust for booked admission enquiries from patients.
Work flexibly and provide cross cover for colleagues in the Department.
Deal with day-to-day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.
Outpatient Booking Management
Strict adherence to sequential outpatient booking, access booking times and the waiting list policy is essential.
Ensure any patients who have not responded to invite letters, or do not attend, are dealt with in line with the Patient Access Policy.
Ensure patients on a 2 week wait pathway are treated within national cancer target requirements
Communication
Ensure patients are sent appropriate communication regarding their appointments confirmation letter to patient, reschedule letter, along with any relevant information.
To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.
Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.
Liaise with reception staff regarding clinics and follow up appointments
Service Improvement/ Team Development
Be involved in the development & revision of protocols & processes as required.
To participate in the training and induction of new starters and work experience
Data Quality
Ensure any data entries are accurate and good record keeping is maintained at all times.
Ensure waiting lists are regularly validated to ensure these are accurate
Monitor patient pathways to ensure patients dont breach their 18 week pathways.
Person SpecificationQualifications
Essential
Desirable
Experience
Essential
Desirable
Skills
Essential
Desirable
Personal Qualities
Essential
Other
Essential