Booking and Scheduling Clerk

at  Tameside and Glossop Integrated Care NHS Foundation Trust

Band 3 - Permanent
37.5 Hours per week
We are looking to recruit an enthusiastic individual to join our busy administration team in providing a professional and effective Outpatient Booking and Scheduling Service for the Trust.
The Booking and Scheduling Clerk post will currently require cover of shifts between 8am and 6pm Monday to Friday, booking and scheduling within the department, with the main part of the role supporting the clinic cancellation and template team.
The role requires an enthusiastic, competent and proactive individual with an appreciation and understanding of the confidential nature of the work.
Applicants should be excellent communicators with good telephone skills and have the ability to deal with the general public on a daily basis and maintain a positive approach to customer care.
Computer literacy is essential as you will be required to input and extract information from a number of Trust Patient Administrative Systems.
Responsible for providing an efficient and high quality service to support the Central Booking Office in the management of outpatient appointments, booking and scheduling and ensuring that targets are met.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
Safety
Care
Respect
Communication
Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.

KNOWLEDGE AND SKILLS

Excellent communication skills (written, verbal & telephone) to be able to communicate complex information
Excellent interpersonal skills in order to liaise with clinicians, senior managers, and clerical staff
Appreciate the needs of patients, carers and healthcare staff
Able to react to unpredictable issues, re-prioritising own workload
Excellent IT skills for regular use of computer systems
Familiarity with waiting list administrative procedures and policy issues
Knowledge of Patient Administration Systems and E-Referral

Adhere to all relevant Trust policy and procedure
Ensure adherence to the Trust Patient Access Policy
Undertaking functions within the Patient Administration System and other departmental computerised systems
To input or amend demographic, personal and clinical details of patient attendances to the hospital using the Lorenzo PAS to provide the Trust with an up to date records of patient activity and information. Collection of data to meet the DoH’s minimum data sets for outpatients and for ensuring that complete, accurate and timely data is recorded on the computerised systems to the highest quality standard
Communicating effectively and sympathetically with patients, their families and other agencies verbally, by email and in writing using tact and discretion
Adding access plans to the Patient Administration System ensuring that patients are on the correct access plan and on the correct 18-Wk pathway
Agreeing appointments with patients verbally, when they are for short notice appointments(less than 14 days)
Ensuring 2WW patients are contacted where possible for appointment bookings
To deal immediately with any referrals of suspected cancer received via fax and Rapid Access Chest Pain referrals. Send to 2WW team and if asked book, to escalate if unable to appoint to meet 2-week target.
Undertaking booking of new and follow-up outpatient appointments via paper, E-Referrals Service, patient tracking list and other request formats i.e., EIS or emails.
Undertake the effective management of Patient Tracking Lists and interpret information and process chronologically and by priority, in accordance with the Trust’s Access Policy.
Flexing capacity within clinic templates according to booking protocols.
Provide excellent customer service to our patients including assisting with patient calls at scheduled times and to additionally assist at other busy periods. Assist in maintaining the 90% call answer rate
Ensure all new patient’s referrals are uploaded prior to the clinic starting.
Assist with Envoy, EIS, and online cancellations
Transfer referrals from E referral system an upload on to Lorenzo.
Support and mentor new team members
Liaising regularly with Assistant Directorate Managers, Business Managers, Secretaries and Clinicians as required. This includes regular escalation of lack of capacity, increased wait times and lack of availability for 2WW and urgent appointment slots.
Ensuring outpatient clinic lists are constructed to maximise levels of utilisation and to report any capacity issues to a line manager;
Use Envoy where appropriate to contact patients about cancellation using agreed templates and wording
To add templates correctly and in a timely manner to Lorenzo when working with the clinic management team.
Routinely reviewing active and suspended/locked outpatient templates in accordance with the Trust’s Patient Access Policy;
Ensuring cancelled appointments are replaced appropriately on the outpatient template, maintaining maximum levels of outpatient utilisation;
Liaising with other disciplines, staff and departments ensuring relevant information is communicated in a timely manner and to act in a professional and polite manner at all times
reporting low levels of supplies and stationary to the line manager.
Adapting positively to change when new booking methods or working practice guidelines are introduced.
Working flexibly as and when required to meet the demands of the service or when colleagues are absent through annual leave/sickness-prior notice would be given.
Complying with all Trust policies and management instruction with regard to Health & Safety and Fire Prevention and in particular, to avoid doing anything that endangers yourself or others. To comply with the Trust’s Confidentiality Policy at all times and to comply with the Data Protection Act;
Undertaking any other duty as requested by your supervisor / manager which is appropriate to the grade to ensure the smooth running of the department.
Manage PTLs in clinical urgency / chronological order new / follow up.
Ensure that PTL data for your speciality is kept as accurate as possible and that any incorrect data issues are amended or if required escalated to the appropriate team for amendment. Including any nurse activity on the PTL is flagged regularly to service managers if there are concerns.
Training