Appointments Booking Officer - Band 2

at  Gloucestershire Hospitals NHS Foundation Trust

To answer all incoming calls from patients, staff and other healthcare professionals. Ensure issues are escalated in a timely manner to the most appropriate team or supervisor following department processes. Booking patients into clinic slots, making changes to their existing appointment if required or cancel as requested ensuring the relevant letter is sent to the patient. To manage the manual referrals coming to the booking office by post and add them to Trakcare within in the agreed timescale.
To support the Booking Specialists in maximising the slot utilisation.Follow the Trusts patient access policy to ensure patients are booked appropriately. To support the Booking Specialists in cancelling clinics at short notice and telephoning patients to inform. Deal sensitively with any concerns or issues raised by patients and provide a high level of customer support. To liaise with medical records where appropriate to ensure notes are available for patients clinic appointments.
To complete a large range of complex admin tasks selecting the appropriate process and following them accurately and efficiently. Processing ERS transfers following various processes dependent upon the speciality. Action clinicians triaging comments by selecting relevant services and sending details to patient to book appointments online. Using various IT systems simultaneously.
These include ERS, trakcare, excel. Training new staff in the full Booking Assistant role including competencies sign off and escalating any issues with training to the supervisor.Identifying issues with both internal processes and external changes that impact the work of the CBO, escalating to the relevant staff members.Follow numerous CBO and trust wide processes and policies.Manage own workload to ensure that all tasks are completed within required timescales. Undertake any other appropriate duties within the role, as required at the request of your Line Manager

Please refer the Job description for details