Band 3 Senior Booking Clerk

Northumbria Healthcare NHS Foundation Trust; Birmingham; On-site; GBP 20,000 - 30,000

Job description

Job Summary

We are looking for enthusiastic, hard-working staff members to work in our busy Central Booking Service (CBS) within the Children and Families Division.

The main duties for the post holder will be to provide support to the Central Booking Service and Operational Team Leader in order to provide a prompt and professional appointment booking and call management service to parents/carers/service users. The post holders will work as part of the CBS Team to ensure that calls to Health Visiting Services from parents are routed to the most appropriate clinicians and that patient appointments are booked with parents/carers over the telephone and also on the RIO system in line with the Central Booking Service processes.

The post holder will also ensure that there is prompt and accurate inputting of the clinical activity data onto the RIO system.

Main duties of the job

The Central Booking Service (CBS) is often the first contact a parent/carer will have with the Children & Families Division and may be regarded as the 'shop window' for the Health Visiting Services. The post holder will be required to provide excellent customer service to all service users ensuring that they are polite and courteous at all times.

The post holder will be responsible for the management of their own workload and will be expected to develop and maintain up-to-date knowledge of all services included within the Central Booking Service (CBS) which will enable them to deal with any service related queries. This is a multi-skilled and multi-tasked role, and therefore the post holder will be expected to rotate with other staff members to cover all areas within the CBS on a regular basis.

Job Description

Job responsibilities

• Responsible for the management of clinics and waiting lists, Hub within Health Visiting
• Prepare and track clinical records for all patients booked within the CBS, ensuring that appropriate records such as referral letters are filed/stored appropriately in accordance with the Trust's Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to the patients' appointments
• Responsible for the management and booking of appointments on the Patient Administration System (RiO) system as well as the Choose & Book system
• Responsible for calling the parents/carers of children who have not attended their appointments in order to ascertain the reason why and rebook a new appointment within the appropriate targeted timescales
• Responsible for carrying out any clinic changes/cancellations on the RIO system in accordance with the CBS Standard Operating Procedures (SOP).

Appointment/Pre-Clinic Activity

• Booking appointments within the appropriate clinic rules and within appropriate timescales in accordance with the CBS SoP, this will include both making calls to parent/carers as well as receiving calls
• Supporting the directorate on national targets e.g. Hub
• Ensure Patients are offered a choice of appointment in line with national guidance, wherever possible. Establishing if parental carers require interpreting services and liaising with Health Visiting Service to make appropriate arrangements.
• Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity. This will include clinics utilisation, reasons for non attendance and rescheduling clinics as required.
• Ensuring all referral letters are date-stamped and registered on the patient administration system RIO, within 24 hours of receipt within the CBS to ensure triage is arranged within the clinic rules.
• Responsible for collecting missing demographic details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation.
• Ensure that all clinic slots are fully utilised to avoid wasted capacity, where clinics are underutilised inform the Operational Team Leader or Central Booking Service & Activity Manager for appropriate action
• Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by the clinicians, are offered appropriate revised appointment dates over the telephone.
• Ensure all appointments made and/or changes made to existing appointments are confirmed by letter and recorded on the Patient Administration System (RiO)
• Ensure all short-notice rescheduling of appointments are completed on RIO and followed up with a telephone confirmation with the parent/carer.

Post-Clinic Activity

• Ensure accurate data inputting of the Community Paediatricians clinical activity onto the RIO system in line with the CBS SoP and Trust Targets (no later than day 7 of the end of the working month)
• Liaise with Community Health Visiting Teams and Local Authority regarding any queries with data quality to ensure accurate data is recorded
• Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes
• Provide general non-clinical information to patients and staff, while maintaining patients' confidentiality.

General duties

• Responsible for the supervision of the workload and training staff in the Booking Service. This includes covering the work of junior staff when they are on leave
• Taking part in the rotational tasks within the CBS, which includes ensuring all telephone lines are appropriately covered by staff on a daily basis
• Ensure all standard operating procedures and codes of conduct are clearly adhered to and updated appropriately in line with guidance from the Central Booking Service & Activity Manager/Operational Team Leader
• To be involved in, and to undertake, audits and validation/actioning of reports as appropriate, also reviewing work carried out by junior staff
• Ensure that high levels of confidentiality, in accordance with the Data Protection Act and Caldecott Principles, are adhered to at all times
• Partaking in an annual appraisal and agreeing a personal development plan which will include; attending all mandatory training and participating in meetings as appropriate
• To take part in any pilots/trials of new technology in relation to clinic activity collection
• Receiving complex and/or sensitive information regarding patients including Child Protection referrals.
• Make up Patient Notes for all new patients and ensure their dispatch to the appropriate clinic
• Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy
• The post holder will be responsible for updating RIO following notifications of death by GPs and/or relatives
• Post holder will ensure to follow the escalation policy (part of the SoP) to ensure that any issues with clinic times, waits, data inputting are raised with the CBS Team Leader and Management at all times.

Person Specification

Qualifications Essential

• 5 GCSE passes including English at C or above or relevant administrative experience or qualifications
• RIO experience

Experience Essential

• Previous Admin experience
• Experience of working with the General Public

Skills Essential

• Competent in using MS Word, Excel, Access

Desirable

• Competent in working with a wide range of professionals

Personal Qualities Essential

• Ability to work as part of a team
• Ability to prioritise workload and use own initiative
• Ability to follow tasks through to completion

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 details

Employer name

Birmingham Community Healthcare NHS FT

Address

Gee House

Holborn Hill

Birmingham

B7 5JR

Employer's website

https://www.bhamcommunity.nhs.uk/