1. To provide a comprehensive and efficient Trust-wide booking service for patients. 2. To work as part of the Elective Access team to provide the best possible customer service for patients and colleagues. 3. To ensure that requests for Outpatient Appointment and Admissions are processed and booked in line with the Trust Access Policy. This requires both timely and accurate input of data onto the Patient Administration System (PAS) and other electronic and paper systems as required. 4. To respond to and deal with a variety of often complex booking requests in a timely manner, whether by telephone or in person, ensuring that patients are booked according to clinical priority and the Trust Access Policy taking into account both patients' choice and the need to ensure that slots are not wasted., 1. Communication/Customer Service 1.1 To telephone patients in accordance with the Trust Access Policy to offer admission and appointment dates within timeframes identified by the Trust. 1.2 To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and colleagues face to face and on the telephone. 1.3 To liaise with medical, nursing and administrative staff as well as General Practitioners as required, seeking guidance and advice as necessary. 1.4 To produce letters regarding admission and appointment dates for patients and GPs in a timely fashion and ensure letters are accurate and up to date. 1.5 To ensure that the departmental telephones are answered and calls dealt with, or passed on to the appropriate member of staff. 1.6 To work on a rotational basis covering Admissions and Outpatient Booking Offices and Call Centres, dealing with enquiries, providing directions, and booking appointments and admissions as required. 1.7 To work closely with other departments within the Trust, including Site Operations Team, Bed Managers, Pre-Assessment Clinic Staff, Medical Records Department, Outpatient Departments, Diagnostic Services, Patient Advice and Liaison Team, Medical Secretaries, Theatres Staff and Clinical Staff. 1.8 To ensure that any relevant information received regarding patient admissions or appointments is passed on to clinical staff in a timely manner. 1.9 To work as a member of the Elective Access team and participate in the induction and training of new staff as required. 2. Administration 2.1 To ensure that Admission and appointment requests received by the Elective Access Team are logged and processed in a timely manner, whether received by fax, internal or external post, by electronic means. 2.2 To ensure that casenotes relating to new registrations are tracked on PAS and relevant documentation is filed within the folder. 2.3 To select patients for admission or appointments from waiting lists based on agreed criteria for the theatre/admission/clinic lists to be filled and the Trust Access Policy. 2.4 To respond to telephone calls from patients who contact the Elective Access Team to make or change admission or appointment dates. Ensure that the Access Policy is adhered to when booking Admissions or appointments. 2.5 To cancel, change and reschedule appointments or admissions at the request of patients or clinicians in line with Trust policy. 2.6 Maintain and update lists of patients due for admission and appointments in the appropriate format - whether electronic or in manual diaries - and make these available to Theatre, Surgical, Bed Management Outpatient Clinic and Medical Records Teams as appropriate. 2.7 Ensure any special requirements or special equipment requests for patients being admitted or appointed are recorded on the appropriate system 2.8 Ensure Pre-assessment appointments are arranged, where required, for all patients to be admitted in a timely manner and that the results of pre-assessment are recorded and acted upon. 2.9 Ensure any problems booking patients within the timescales set out locally and within the Trust Access Policy are escalated to senior staff as and when they arise. 2.10 Be aware of procedures for which funding approval is required prior to admission or appointment and escalate appropriately to Inpatient Access Management or Divisional Managers if confirmation of funding is not confirmed. 3. Data Quality 3.1 To ensure patient information is accurately recorded on hospital information systems as required. 3.2 To update patient information held on hospital systems and, at every opportunity, check the accuracy of that information. 3.3 To proactively seek to obtain data that is missing from hospital records (eg. NHS Number, GP Details, Ethnic Origin) and enter this data into hospital information systems.,

• Centralised recruitment, meaning if successful at the interviews, candidates will be placed on allocation waiting list and will be assigned a post number once it becomes available
• Shift patterns: current office hours are between 8am - 8pm, Monday - Friday, three shift patterns of 8am-4.15pm, 8.45am-5pm, 11.45am-8pm; this is subject to change with the needs of the service (split shifts are not available)
• Annual leave: 27 days + 8 bank holidays
• Full induction/training provided by the service upon starting
• Development opportunity: possibility of moving to a higher band role within the service, if competencies for a new role are met
  
  A background of working in the call centre or customer services would be desirable
• Location of roles to be determined
Essential Skills and Experience
• Must have good communication skills and good computer skills
• Must be flexible to work throughout the week.