Booking Clerk and receptionist Gynecology

Booking Clerk and Receptionist - Gynecology

Torbay and South Devon NHS Foundation Trust

Our Booking Clerk/Receptionist will provide efficient administration in all aspects of patient appointment booking with strict adherence and compliance to the Trust's Patient Access Policy. To ensure that patients are treated with courtesy, dignity, and respect. They will ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trust's Patients Access Policy. They will ensure the successful management of patients who are referred to the Trust while waiting for treatment within locally agreed access targets.

Our Booking Clerk/Receptionist will ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and Data Protection Act 1998. Amend or report inconsistencies of data as soon as possible. They will ensure the systems of managing appointments for patients who have failed to attend (DNAs) are in accordance with the Trust DNA policy.

Their work will bring them into contact with matters of a confidential nature, particularly information relating to the diagnosis and/or treatment of patients. Individual staff records, information regarding contracts, tenders, etc., may not be divulged without the authority to do so; disciplinary action will be taken for any breach of confidentiality.

Main Duties of the Job

1. Handling inbound calls
2. Booking, cancelling, and rearranging outpatient appointments
3. Making outbound calls
4. Maintaining a high standard of customer service
5. Checking patients in for outpatient appointments
6. Management of notes (tracing, requesting, etc.)
7. Setting up clinics for the day
8. Providing admin support to the clinical team in the daily running of clinics
9. Use of hospital systems to effectively support the management of the patient journey
10. Managing clinic capacity
11. Managing pending lists and wait times
12. Processing new referrals from external and internal sources
13. Managing theatre and secretary request spreadsheets
14. Liaising with colleagues at all levels to ensure the patient journey is smooth
15. To work in accordance with the Trust policies at all times

About Us

About Your New Team and Department

The Gynecology Patient Access Centre and Outpatient reception is made up of 5 team members: 4 Booking Clerks/Receptionists and one supervisor, based in the Women's Health Unit on Level 5. The team books outpatient appointments for the Women's Health service within the Torbay and South Devon Healthcare Foundation Trust.

Why Work With Us

Job Responsibilities

1. Handling inbound and outbound calls
2. Booking, cancelling, and rearranging outpatient appointments
3. Maintaining a high standard of customer service
4. Checking patients in for outpatient appointments
5. Management of notes (tracing, requesting, etc.)
6. Setting up clinics for the day
7. Providing admin support to the clinical team in the daily running of clinics
8. Use of hospital systems to effectively support the management of the patient journey
9. Managing clinic capacity
10. Managing pending lists and wait times
11. Processing new referrals from external and internal sources
12. Managing theatre and secretary request spreadsheets
13. To work in accordance with the Trust policies at all times
14. To wear the Patient Administration Uniform in accordance with Trust policy
15. To ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trust's Patients Access Policy
16. To ensure the systems of managing appointments for patients who have failed to attend (DNAs) are in accordance with the Trust DNA policy
17. To ensure patients are treated with courtesy, dignity, and respect at all times in accordance with the Trust values
18. To use the relevant IT systems to ensure patient appointments are managed correctly and efficiently in line with the department's Standard Operating Procedures
19. To complete all department-related administration tasks accurately and efficiently as required

Person Specification

Admin

• Minimum of 4 x GCSE Grade A-C (including English) or equivalent
• Proven experience of using Excel spreadsheets
• Knowledge of Patient Administration System (PAS), IHCS, CRIS, E-Referral
• Call centre environment experience
• Customer service experience
• Experience of working with the public
• ECDL or equivalent
• NVQ Administration Level 2 or equivalent
• Knowledge of PAS and other hospital IT systems
• Previous NHS experience
• Knowledge of E-Referral service
• Knowledge of Referral to Treatment Targets (RTT)

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.

Torbay and South Devon NHS Foundation Trust