Booking Clerk - Evening shift

at  East Lancashire Hospitals NHS Trust

Due to increased activity within the Booking Centre we are looking to expand our team.
We are looking for enthusiastic, highly motivated, hardworking and flexible individuals to join the Telephone Booking Centre.
You must be an organised, conscientious, caring person with the ability to work on your own or as part of a team and be able to cope with a demanding workflow which at times can be challenging and working to tight deadlines.
Our office is a large, open plan department based at Burnley General Hospital.
Join our team to play an important role in supporting the secondary care clinicians of East Lancashire to deliver outpatient appointments.
* With the right experience or with training and completion of skills and competencies this position can rise from a Band 2 to a Band 3 *
The following positions are available-

2 x 20 hours - Monday to Friday between the hours of 4pm - 8pm

• Operating a telephone booking system, to book outpatient appointments for a wide range of specialties across the Trust
• Day-to-day operational management of the national eReferral system to book, rearrange and manage referrals
• Accurate collection and recording of data on several systems
• Adding, removing and booking patients from waiting lists.
• Manage incoming and outgoing mail, paper and electronic – large volume of information processed via Outlook
• Microsoft Word, Excel and Outlook experience is vital for this role.

We provide training for our in-house IT systems, such as PAS, call centre software, eReferrals, scanners etc, and the Trust provides a range of other courses for personal development.
Other benefits of working for East Lancashire Hospitals include 27 days annual leave for new starters rising after 5 & 10 years to 29 & 33 days, plus bank holidays
Candidates must be a good team player, willing to learn, enjoy a challenge, able to multi-task and be comfortable operating multiple systems to access information in order to manage patient booking and referral information.
The aptitude to retain volumes of information in a fast paced and ever changing environment would be necessary.
The work includes patient contact, therefore, excellent communication and interpersonal skills along with a professional and friendly approach is required.
You should have good literacy and numeracy skills, along with previous clerical and computer experience
We are a team of 70 staff which comprises of Booking Clerks, Senior Booking Clerks, Supervisors, DOS Co-Ordinator’s, Deputy Manager, Manager and Head of Booking.
We work to strict deadlines and have to adhere to tight timescales.

1. Responsible for timely, accurate electronic recording of referrals/requests sent via post, , booking centre app, e-mail, eReferral System or self-referral. Registering details on Cerner in a timely manner and checking for duplication of referrals. Liaise with the appropriate departments/external stakeholder for missing information or queries and ensure referrals have been allocated to the correct specialty and clinician.
2. Liaise with and support GP, optometry and GPwSI staff in both the referral process and management of patients following referral.
3. Book appointments for primary community, intermediary care and secondary care providers using a variety of complex electronic schedulers and detailed processes.
4. Responsible for processing the referral in accordance with the outcome of clinical triage, following a variety of detailed procedures which vary dependent on which is the most appropriate clinical setting for the condition (primary community, intermediary or secondary care). This involves locating relevant data from one system and accurately transferring and recording the detail in other electronic systems (eg Cerner, Summary Care Cancer database and Booking Centre app).
5. For triage outcomes that are for secondary care, offer unambiguous informed Choice of all secondary care providers visible on the eReferral System to the patient (adhering to government national choice guidelines) agree date with patient, book into directly bookable service on eReferral or add to the waiting list
6. Act as 2-week rule/Fast Track Co-ordinator, checking referral is booked into same service as indicated on the referral letter.
7. Be responsible for checking correct dates and tumour site have migrated through to Summary Care Cancer database for 2-week rule referrals
8. Ensure all inappropriately categorised or delayed 2 week rule and other Fast Track referrals are reported to the relevant Manager
   9.Operate an “opt in” process for patients who cannot be contacted by telephone, following a similar process to partial booking methodology, discharging patients who have not replied after a certain period and informing the referrer of the outcome.
9. Deal with incoming and outgoing telephone calls, providing a quality telephone service for patients, GP surgeries and other stakeholders and be able to utilise the Booking Centre telephony system to its full potential.
10. Provide a responsive and patient-friendly service that supports patients through the NHS referral and booking processes.
11. Communicate with patients appropriately, including those who are deaf and for those whom English is not their first language. Organise as and when required the attendance of interpreter/link workers/signers or National Interpreting Service for patients attending clinics, by following Trust guidelines currently via an electronic booking system – eg DA Languages.
12. Use the minicom console to liaise with deaf patients and patients with hearing problems
13. Responsible for registering and/or linking on Cerner all follow-up appointments to the correct 18 week pathway to ensure referral to treatment data is recorded correctly