Higher Level Appointments Officer

Management of clinical sessions is required at this level and includes setting up, maintenance, cancelling and reducing in line with Directorate/Departmental rotas. The role involves working as part of a team administering appointments in line with Trust policies and procedures, ensuring referrals are processed effectively using systems in place and ensuring patient access targets are met., Main clinical session templates which include:
Cancelling and reducing sessions ensuring patients booked are rescheduled appropriately within agreed parameters.
Set up new sessions as directed by clinician or line manager in the required format.
Ensure patients booked are rescheduled appropriately using knowledge of priorities.
Ensure referrals are recorded within timescales identified in the Trust policies.
Ensure all patient access and booking targets are met in accordance with Trust policies.
In line with Trust Waiting List policy and departmental procedures, ensure new patient appointment bookings are made by partial or fully booked processes, ensuring choice is offered to patients.
Ensure maximum use of session capacity.
Undertake validation of specific patients and waiting lists.
Ensure enquiries from patients, internal agencies and external agencies are dealt with efficiently and appropriately, always maintaining confidentiality.
Ensure patient documentation is updated and made available as required.
Ensure patient records are tracked appropriately and in a timely manner.
Ensure Did Not Attend's (DNAs) are dealt with efficiently, following Trust/Departmental policies.
Communicate with patients and relatives, including dealing with emotional and distressed people.
Act as a direct contact for verbal complaints from patients and hospital staff, ensuring appropriate escalation when required.

Working for our organisation
Warrington and Halton Teaching Hospitals NHS Foundation Trust is a caring and compassionate organisation that is both ambitious and innovative. We are committed to delivering the best outcomes for our patients and providing a positive experience of our staff. We aspire to be outstanding for our patients, our communities and our staff and are committed to being a great place to receive healthcare, work and learn.
Straddling the neighbouring boroughs of Warrington and Halton we are part of the Cheshire and Merseyside Integrated Care system. Our hospitals are ideally situated to meet the growing healthcare needs of the 330,000 population of these boroughs.
Warrington Hospital is home to our emergency, critical care and maternity services, Halton Hospital is focused on elective procedures and the Runcorn Urgent Treatment Centre, although many services are offered at both sites and in community hubs.
A CQC-rated 'good' organisation with 'outstanding' features, we are working towards university hospital status, having achieved teaching hospital status in 2019.
Our workforce of nearly 5,000 across both sites comprises more than 50 nationalities. We strive to be an equal, diverse and inclusive employer, which is recognised as a pioneer in its equality, diversity and inclusion work. The Trust is proud to have achieved numerous external accreditations and is working towards achieving the Anti-Racist Organisation Framework, recognising the importance of anti-racism in all that we do.