Radiology Appointments Booking Officer - Gloucester, United Kingdom - Gloucestershire Hospitals NHS Foundation Trust

Gloucestershire Hospitals NHS Foundation Trust
Gloucestershire Hospitals NHS Foundation Trust
Verified Company
Gloucester, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

To act as a member of the Radiology Appointments Booking Team providing a county wide appointment booking service for patients ensuring wait time targets and clinical targets are met and all capacity efficiently used.

Communicate with patients/relatives over the telephone, booking patients into appointment slots, make changes to their existing appointment if required or cancel and reschedule their appointment as requested.

Monitoring the progress of referrals, identifying problems and taking appropriate actions to ensure efficient management of referrals. To action appointment re-scheduling ensuring that clinical priorities are maintained and liaising directly with consultants/radiographers where capacity problems exist.


Making judgements and decisions to achieve a balance between clinical priorities and wait time targets To ensure that patients receive a supportive and responsive service tailored to their specific needs particularly where barriers to understanding exist.

Ability to work within the booking office guidelines and procedures protocols, observing patient confidentiality and security of data. Prioritising daily tasks to achieve set timescales To ensure accurate and timely data collection. Advising the management team where over or under capacity issues exist and to suggest ways of addressing these.


Knowledge and experience of management of waiting lists, primary target lists, local and national waiting time targets, booking protocols, policies and procedures.

Detailed knowledge of individual consultant/radiographic booking rules and conventions.

Skills and knowledge to analyse information where a number of options exist and to make informed judgements about the use of limited available clinic capacity against competing demands Knowledge of medical terminology and specialty associated tests and investigations to facilitate appropriate booking and enable informed discussion with and advice to patients.

Verbal and written communication skills including well developed professional customer care skills equating to NVQ level 3, of persuasion, support and empathy.

Able to understand and be understood in circumstances where there may be barriers to understanding. Emotionally robust with the ability to cope with upsetting situations and challenging behaviour.

Able to organise, prioritise and manage own workload without supervision, adapting daily work plan to meet rapidly changing priorities where the workload is unpredictable.

Requirement for prolonged periods of concentration in a noisy and distracting environment.

A supportive team member, able to train new team members and offer on-going support and advice. KEY RESULT AREAS Ensure adherence to all Trust policies.

Efficiently monitor and maintain waiting lists, ensuring adherence to Trust and clinical targets for all sites on a county wide basis.

Effectively monitor and maintain the CRIS system ensure accuracy of data, identification and resolution of system errors.

Provide an efficient, supportive and informative service to patients, relatives and carers.

Effective use of county wide appointment capacity to ensure optimum use involving decisions on flexing modality capacity to meet new and follow-up clinical and wait time constraints.

Using knowledge and experience to provide service managers with timely information to enable action on capacity shortfalls and giving opinions on reallocation of capacity as appropriate.

Investigation and effective follow - through on DNA patients.

Timely and accurate cancellation of appointment lists and appropriate re-scheduling of appointments. Communicate effectively with patients to ensure their understanding.

Have knowledge of how to overcome barriers eg, where English is not a patients first language, patients with sensory impairments, confused or anxious patients where tact and sensitivity, reassurance etc may be required.

Prioritise and organise own daily activities with mínimal direct supervision.

Liaise and work with line management to ensure compliancy of daily service management. Highlight any issues to line management which may have a detrimental impact on workload or staff etc. Assist with provision of absence cover for colleagues or any duties as requested by management to meet service demand.

COMMUNICATIONS AND WORKING RELATIONSHIPS Patients, relatives and carers Radiologists and Radiographers Consultants, their teams and secretaries Nursing staff Service Line and General Managers MDT Co-ordinators MOST CHALLENGING PART OF THE JOB Dealing with sensitive and confidential information Fluctuations in workload and high levels of concentration required.

Deal with the changing priorities ensuring 100% accuracy of details entered in our CRIS system.

The need to concentrate for long periods of time; dealing with demand driven workload in a busy and sometime distracting environment.

Emotionally robust with the ability to cope with upsetting situations and challenging behaviour. The need to interrogate m
More jobs from Gloucestershire Hospitals NHS Foundation Trust
See all jobs of Gloucestershire Hospitals NHS Foundation Trust