Booking Clerk

To provide a high-quality booking and administration service for all patients who require an outpatient appointment, ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner. To support all Directorates in achieving key access targets. Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways., Join our team to play an important role in supporting the secondary care clinicians of East Lancashire to deliver outpatient appointments., The hours are 8am to 4pm and 9am to 5pm on a rota basis. You may be expected to work 12pm - 8pm. Whilst training is taking place, the hours will be 9-5 pm Monday to Friday. Duties include: · Operating a telephone booking system, to book outpatient appointments for a wide range of specialties across the Trust, many of them to government guidelines and timescales · Use of call centre software and reminder service software · 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 where appropriateWorking for our organisation 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, working in a demanding environment., 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. 10. 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. 11. Provide a responsive and patient-friendly service that supports patients through the NHS referral and booking processes. 12. 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. 13. Use the minicom console to liaise with deaf patients and patients with hearing problems. 14. 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.

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.,

• Precise with detail and data collection Numerate in order to locate/trace files Literate in order to transfer information on to a computer system and standard departmental documents Proven excellent telephone manner Excellent interpersonal and communication skills in order to deal with all disciplines on the telephone using empathy and negotiating skills To demonstrate the ability to work to short timescales, as and when required, to provide efficient and timely services Excellent knowledge of administrative procedures including scheduling Be able to work in more than one area, Five recognised educational standards i.e. GCSE 'O' Level Grade A-C/9-4 or equivalent, two of which are English Language and Maths, ECDL/CLAIT or equivalent NVQ level 2 in Business & Admin NVQ level 2 in Customer Care, Proficient in the use of Microsoft Office, inc Word, Excel, Outlook Experience of accessing internet/email systems Previous experience of working within a team Previous experience of working in a customer care environment Experience of dealing with any changes to the service in a positive way Able to work unsupervised for short to medium periods of time, Contact Centre experience Previous administration experience
  
  At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work., The Trust is an equal opportunities employer, committed to improving the working lives of our staff and operates a 'Zero Tolerance' policy to aggression, violence, bullying and harassment. In addition, our aim is to help protect children and vulnerable adults by providing a first-class service to the recruitment of people into positions of trust.
We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background. We especially welcome applications from members of our black, Asian and minority ethnic (BAME) communities, as we have identified that ELHT has an under-representation of BAME employees. Appointments will be made on merit.

It is important you are made aware of the following as regards your application to East Lancashire Hospitals NHS Trust
• Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.
• This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.
• Please ensure you check the email account from which you apply regularly as we will use this to contact you regarding your application.
• Please note that shortlisting is completed anonymously with candidates being assessed against the essential criteria for the post. Therefore only applicants, who can clearly demonstrate how they meet our person specification criteria in their application, will be short-listed.
Disclosure and Barring Scheme (DBS) If the role you are applying for is identified as either controlled or regulated activity as defined in in the Safeguarding vulnerable Groups Act (2006) any offer of employment is provisional upon a satisfactory DBS check being obtained. The healthcare sector is exempted from the Rehabilitation of Offenders Act 1974. In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied. Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary. However, if you are applying for a post as a BANK worker, the payment must be made in full at the time of employment checks. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed. The cost of an Enhanced Disclosure will be £42.90 and for a Standard Disclosure £22.90 which includes a small handling fee.