Community Central Booking Clerical Officer

at  Tameside and Glossop Integrated Care NHS Foundation Trust

To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public. To input or amend demographic and personal patient details using the EMIS PAS to provide the Trust with an up to date record of patient activity and information. To manage and monitor the referral and booking system for a variety of community services ensuring referrals received are booked in a timely manner as per agreed guidance. To complete any necessary information or documentation on EMIS to allow for referrals and appointments to be made.
To use the inpatient data system package to book patient appointments and follow-up appointments Send out appointment letters for individual services, if required and appropriate, which is mutually convenient for the patient and within agreed wait time. Contact patients by telephone to offer short notice/late availability appointments, update the EMIS PAS system and advise the appropriate departments/clinics. Undertake the effective management of Patient Tracking Lists (PTLs) and interpret information and process chronologically in accordance with the Trusts Access policy. To provide simple information and advice to members of the public and other agencies in order to help resolve their queries.
Inform Supervisor if there is no clinic capacity to accommodate patients within required wait time. Arrange interpreters for patients as required. Good communication skills to deal with regular enquiries through a range of media (e.g. email, referral, over the telephone) and to be able to manage all these in a sensitive and caring manner.
To communicate verbally and non-verbally to deal with enquiries from service users/relatives, members of the public and outside Organisations To have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and to be able to work effectively with these. To communicate effectively and maintain good relationships with patients, medical professionals and other departments across the healthcare setting and other outside agencies. To have the ability to handle occasional aggressive/upset/distressed callers.
Act in a professional and polite manner at all times, maintaining high levels of customer care. To ensure service users are given appropriate information and direction in relation to the services provided. Organise and plan own day to day workload or activities in order to meet the demands of the job role. The post holder is expected to use their initiative where required, but will work within set guidance/algorithms and will have supervision readily available.
Due to the nature of the work, the CCB Clerical Officer must be able to prioritise, as frequent interruptions can be expected from the public and professionals. The CCB Clerical Officer is the link between the health care/social care professional and patients/service users who utilise the services within community healthcare. The role of CCB Clerical Officer is not to give medical advice but to refer on to a health care professional or relevant service

Please refer the Job description for details