Booking Admin Support Officer, Band 2

Gloucestershire Hospitals NHS Foundation Trust

An exciting opportunity has arisen for a new Part-Time Booking Team Admin Support Officer (30hrs pw) within the extremely busy Oncology service based at Cheltenham General Hospital.

The post-holder will play a vital role in supporting our teams of Specialist Anti-Cancer Treatment (SACT) Coordinators, when booking complex Chemotherapy and Treatment appointments.

Your varied role will be to inform patients of their appointments by both telephone and email; manage the inbound patient phone line, voicemails and mailboxes.

You will be required to deal with copious amounts of calls and queries on a daily basis, and assist with various other admin related tasks to ensure the delivery of a smooth and efficient administration service to our patients.

Main duties of the job

You must be a hardworking, pro-active, motivated, resilient and patient focused individual who enjoys communicating with patients and working in a challenging and busy environment.

You should be extremely well organised with excellent communication and time management skills.

You will be expected to use your own initiative and judgement to resolve queries, and have an empathetic, tactful and sensitive approach to dealing with occasionally difficult situations.

You should also be able to work well under pressure, closely following booking rules & guidelines, and be able to prioritise your own workload under constantly changing demands.

You will be office-based and required to sit at a desk for long periods of time.

The ideal candidate will have previous experience of Trakcare and be confident in the use of other IT software systems. However, full training will be provided.

About us

Benefits of working in our Trust include:

1. Holiday entitlement of 27 days per year, plus eight Bank Holidays, rising to 33 days after 10 years' service - Pro Rata
2. Annual personal development reviews to support your career aspirations
3. Occupational health services and support
4. Automatic membership of the NHS Pension Scheme

Job responsibilities

To provide administration support to the Oncology Specialist Anti-Cancer Treatment (SACT) Coordinator team in the day-to-day running of the booking office.

Manage the patient telephone line with incoming and outgoing calls, and assist with enquiries; passing on accurate messages where required.

Manage the patient inbound mailbox and Voice Mailbox to ensure all queries are answered and actioned in a timely manner.

To ensure that patients receive a supportive and responsive service tailored to their specific needs.

Assist with the recruitment of patients for the Mobile Chemotherapy Cancer Care Unit (MCCU) in the community.

Assist in the booking of simple and straightforward appointments.

Assist with the completion of clinic change forms for the provision of adequate clinic capacity.

Assist with various other admin related tasks commensurate to the role, and support the delivery of a smooth and efficient administration service to our patients.

Person Specification

Qualifications

• Educated to GCSE grade C or above (or equivalent) in literacy and numeracy
• NVQ in Administration level 2 or equivalent

Experience

• Previous administration experience with focus on customer service and phone work
• Flexible team worker, motivated and innovative
• Proven organisational skills and ability to prioritise workload and work to deadlines
• Appropriate experience in a hospital environment
• Understanding of, and previous experience in medical terminology

Skills

• Good command and understanding of English, punctuation and grammar
• Excellent communication skills with ability to communicate effectively with all levels of staff, clinicians and patients
• Ability to use own judgement and initiative and to follow strict guidelines
• Computer literate in MS Office packages to include: Outlook, Word, Excel etc
• Accuracy and attention to detail

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

Gloucestershire Hospitals NHS Foundation Trust