Booking Co-ordinator

Job Title: Booking Co-ordinator

Location: Amersham Hospital, Whielden St, Amersham, HP7 0JD

Trust: Buckinghamshire Healthcare NHS Trust

Payrate: Band 2, £12.92 per hour

Shift Patterns: Monday, 8:30am – 2pm and Tuesday – Friday, 8:30am – 5pm (35.5 hours per week)

Duration: Start: ASAP End date: 12 Months

Experience Required: Administrative experience Desirable experience: NHS experience

Job Description

• To work in support of a specialty or group of specialties, as part of a team coordinating the patient journey from referral through to discharge.

• To provide an excellent service to patients, their relatives and carers.

• To provide a comprehensive administration, booking and appointment service for outpatients and ensure compliance with waiting time targets.

• To work as part of a Patient Administration Service and provide cross-cover for other staff across the Service to ensure a consistent and effective administration service is maintained at all times.

1. General Duties 1.1. Ensure that you adhere to the Patient Administration Service standard operating procedures at all times, highlighting to a Team Leader any situations where this is not achievable. 1.2. Provide cross-cover for other staff across the service to ensure a consistent and effective service is always maintained. 1.3. To attend any meetings relevant to your role. 1.4. General administrative duties for the department such as faxing, filing, photocopying and distribution of mail.

1. Patient Administration 2.1. Referral management 2.2. Arrange outpatient appointments, using Electronic Referral System (e-RS) and Patient Administration System (PAS) systems where applicable, confirming, cancelling and changing appointments as necessary 2.3. Ensure patients are communicated effectively in relation to their appointments via email, phone or letter. 2.4. Arrange translation services for an appointment when required. 2.5. Ensure all patient administration is in line with the Trust’s access policy, highlighting issues and taking corrective action where necessary, ensuring compliance with national referral to treatment time targets. 2.6. Process requests for clinic changes, cancellations and creations as directed by and subject to authorisation by the Service Manager. 2.7. Courteously and efficiently receive all telephone enquiries in line with the Trust’s Service Standards from patients, carers and external agencies (in accordance with data protection and patient confidentiality requirements) in relation to hospital admissions, appointments and general enquiries, ensuring that accurate records, both manual and electronic, are maintained and appropriate action is taken in a timely manner. 2.8. Ensure that patient phone calls are answered in accordance with Trust policy. 2.9. Deal with concerns / complaints as appropriate, immediately escalating where necessary to the appropriate Team Leader for action. 2.10.Work closely with and maintain excellent communication channels with both clinical and administrative Care Group staff. 2.11.Ensure patient case notes and appropriate electronic systems are kept up to date, ensuring that information entered onto the system is in line with the Trust’s data quality standards. 2.12.Utilise paper-light processes where appropriate. 2.13.Provide reception services for patients, receiving patients to the department, capturing the outcome of their appointments and making follow up arrangements where applicable. 2.14.To register new patients and raise new medical records using the hospital’s patient administration system. 2.15.Work closely with staff within the Care Group to monitor appointment attendance, cancellations and DNAs, timely completion of diagnostic tests and ensure follow up arrangements are made.

1. Training and Development / Competencies 3.1. To participate in the induction of new Booking Co-ordinators across the service, sharing knowledge and expertise of the administrative processes and functions and the role of the service. 3.2. Attend mandatory training required for administrative staff as outlined in the Trust Mandatory Training Framework. 3.3. Be proficient in the use of all electronic systems and standard operating procedures in relation to patient data and undertake training as required if new technology / systems or standard operating procedures are introduced, to ensure competencies are maintained and efficiencies of the administrative processes are maximised.

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