Booking Team Senior Clerical Officer

We have an exciting opportunity within the Outpatient Booking Team at Stockport NHS Foundation Trust. The post holder will be expected to undertake a variety of administrative tasks across all aspects of the Outpatient Booking Team. The role will also include phone sessions throughout the week.

The ideal candidate will possess:

• A flexible approach to work and the ability to work independently and as part of a team
• A keen eye for detail in data collection and recording
• Proactive

Full training will be given to the successful candidates in the relevant systems.

Main duties of the job

Take part in managing, on a daily basis, all appointment administration undertaken within the Outpatient Booking Team.

Manage and monitor the outpatient waiting list.

Book appointments.

Ensure that all clinics are fully utilized.

• Process patient referrals into the trust.

Answer incoming calls from all our customers in a professional and appropriate manner and assist with specific enquiries.

Make outgoing calls, negotiating appointment dates and times with patients.

Deal with and respond to complaints in a positive manner.

Access and update various IT systems i.e. the Trust Patient Administration System, the national Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and other IT systems.

Ensure accurate and quality data entry at all times.

• Any other duties commensurate with the role.

Job responsibilities

Main Duties and Responsibilities

Register referrals from all sources on the patient administrative system (PAS) and book appointments in accordance with clinical need and within local and national targets.

• Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using PAS and the national E-Referral Service systems to record appointments made.
• Manage the Envoy reminder service responses.

Offer appointments to suspect cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database.

Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List.

Scan/upload all new referrals to the Evolve scanning system.

Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department.

Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action.

Input, monitor and manage patient information on various IT systems.

Discharge old and expired episodes on PAS, completing and updating the patients pathway.

Liaise with referrers/ GP practices regarding incorrect patient information or referrals.

Liaise with multidisciplinary internal teams regarding clinic utilisation.

Cancelling clinics for clinical staff leave including emergency cancellations.

Escalating concerns and lack of capacity to the relevant business groups.

The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trust's policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.

Person Specification

Education

• 5 GCSEs or relevant office experience.

Knowledge

• General knowledge of office/admin procedures.
• Knowledge of NHS and Outpatient bookings procedures.

Experience

• Experience using large databases to process information.
• Outpatient booking experiences, use of PAS system.

Skills and Abilities

• Enthusiastic, confident approach to change, calm under pressure.
• Able to work independently as well as part of team.
• Excellent verbal and written communication skills.
• Ability to pay close attention to detail when entering data & a systematic approach to work.
• Proactive.

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.

£24,625 to £25,674 a year per annum pro rata.