Outpatient Booking Officer

at  Oxford University Hospitals NHS Foundation Trust

We are looking for a pro-active, motivated individual who enjoys working in a challenging and busy environment within the Ophthalmology Directorate. The successful candidate will need to have experience of working in the NHS and Knowledge of the 18-week Pathway. Applicants should be well organised with excellent communicational skills and able to work well under pressure and be a key team player. The appointed candidate will be responsible for booking new patient appointments by priority and date order, uploading referral for clinical triage, pathway management for 18-week RTT. The post is vital to the delivery of timely, consistent, high quality care for patients. Computer literacy and good customer service skills are a must although full training will be given.
The working hours will be Monday – Friday, 08:30 – 16:30
Ensure accurate and comprehensive patient records and clinical details including outpatient referrals are added onto EPR in a timely manner, according to agreed standards, (the Trusts’ Elective Access Policy and Data Quality).
Book appointments on EPR as per Trust procedures in line with the Trusts Elective Access Policy and ensure all referrals are clinically triaged within 48 hours.
Ensure that patients on ERS (Electronic Referral System) are given appointment dates in accordance with clinical priority and length of wait, and that patients on the ASI list are managed accordingly.
Ensure that the appropriate action is taken following both patient and hospital cancellations, such that the utilisation of elective capacity is maximised.
Ensure that the patients’ 18 week RTT pathway is correct on EPR before undertaking any changes.
Be responsible for manging designated patient tracking lists (PTL) and attend weekly PTL meetings with the management teams.
To ensure all clinician annual leave and changes in outpatient sessions are accurately recorded
Take a lead to resolve clinic cancellation issues by communicating with colleagues and arranging cover or alternative clinics where required.
The post holder is expected to develop an understanding of the Trust Elective Access Policy and related procedures, and to make a positive contribution to the ongoing development of elective administration processes.
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.
The Trust comprises of four hospitals - the John Radcliffe Hospital , Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel .
Many of our recruitment programmes use Value Based Interviewing to identify those who have the skills we seek, who share our values and who are able to deliver compassionate excellence from the outset. We know that this makes a significant difference to your job satisfaction and above all the outcomes and experience of our patients and their families. For more information about our Values and Value Based Interviewing please visit www.ouh.nhs.uk/about/vision-and-values
All Consultants, clinicians and nurses are required to give a minimum 6 week notice period of any clinic alterations. Ensure that any requests outside this period are highlighted to the Outpatient Booking Team Leader.
Keep an accurate record of all Consultants, clinicians and nurses leave requests and detailed accounts of reasons for clinic cancellations.
Ensure that any clinic changes are completed and approved via clinic maintenance pro formas for any changes to clinic templates on the EPR system.
This role requires a high level of concentration to be maintained, precise, analytical, accurate detailed work and regular emotional effort when initiating and responding to patients on the telephone and via NetCall.
An understanding of medical terminology will be of benefit.
To receive and make telephone calls and take appropriate action/discussion with appropriate staff maintaining a friendly, professional and courteous manner at all times. These conversations can often be of a distressing nature.
Maintaining filing system and other basic office duties.
The post holder must exercise judgement to analyse and resolve problems.
Have an understanding and familiarity of medical terminology in relation to the Directorate.
The post holder is required to work unsupervised and is expected to plan and organise his/her own time.
Provision of information and advice to patients and relatives about appointments, both new and follow up, exercising judgement when dealing with patient enquiries.
Be responsible for communicating cancellations to all relevant parties with the reasons for cancellation.
Develop protocol for offering cancellation places to appropriate patients.
Will be asked to show flexibility should the need arise when providing cross-cover for other members of the Outpatient Booking teams during times of leave/sickness and when required.
Provide training to new staff under direction of the Outpatient Booking Team Leader.
Must at all times respect the confidentiality of all electronically stored information and written data, particularly where it relates to patients (in line with the Data Protection and Patient Confidentiality policies)
Is required at all times to carry out their individual responsibilities with due regard to the Trust Equal Opportunities and to take reasonable care of his/her own health and safety and that of any other person(s) who may be affected by his/her acts of omission. With particular reference to Trust Health and Safety Policy notes.
Any other reasonable duties requested by the Management team. On occasions, it may be necessary for the post holder to assist other administrative departments within the Service

Please refer the Job description for details