Job summary
Employer heading
Booking Centre Administrator
NHS AfC: Band 2
Great Western Hospitals NHS Foundation Trust is a unique organisation, serving as the sole integrated provider in the Bath and North East Somerset, Swindon, and Wiltshire system. Our scope extends beyond boundaries as we oversee adult community services in Swindon and provide acute care from the Great Western Hospital.
Our 5,500 staff have 1.2m patient contacts a year, with 13,000 operations carried out in our Theatres, around 4,000 babies born, and our emergency attendances are now well over 100,000 per year. Those numbers only tell part of our story about what an exciting time it is to join Great Western Hospitals.
We are cultivating a culture that fosters our ambitions, prioritising equality, diversion, inclusion, wellbeing, and leadership. We aim to create an environment where every member of our team can truly thrive.
The Trust is a Disability Confident Employer; all applicants who have a disability can opt to be considered under the guaranteed interview scheme, which means that, providing they meet the minimum essential criteria for the post, they will be offered an interview. We are also proudly accredited as a Veteran Aware organisation and have signed The Armed Forces Covenant.
If we receive a high volume of applications, we may close adverts prior to the published closing date. Therefore, we advise you to complete and submit your application as soon as possible.
Job overview
To provide an excellent, professional and friendly service to patients when booking their Outpatient appointments, booking first and follow-up appointments in accordance to national Referral to Treatment guidance and Trust policy on fair access to appointments for patients, including administering direct booking e-referral appointments. Ensuring that the administration associated with the patient appointment is completed accurately and in a timely manner, and follows Trust and departmental policies and procedures.
Main duties of the job
1. Following the daily departmental rota, provide call centre telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
2. Using waiting lists, on hold reports and other tracking reports, book new and follow-up outpatient appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailing service, and following guidance in the Elective Access, Booking and Choice Policy.
3. Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician, or length of time for the appointment, in line with the Trust’s Elective Access, Booking and Choice Policy and departmental
Standard Operating Procedures.
Working for our organisation
“Our STAR values – Service, Teamwork, Ambition and Respect – are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.”
Detailed job description and main responsibilities
5. Accurately interpret all incoming appointment requests for specialties using the clinical information provided and your specialties booking guidelines, to book appointments for the correct clinician given their clinical appointment history and relevant open referral.
Please see attached Job Description for further details of this role.
Person specification
Education
Essential criteria
- GCSE3 or above including Maths and English
- NVQ 3 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Experience
Essential criteria
- Evidence of significant administrative experience within a customer focused environment.
- Frontline customer care
Knowledge
Essential criteria
- Ability to prioritise workload and work without direct supervision.
- Ability to act on own initiative and deal with non-routine queries.
- Demonstrate computer skills in Excel and Word including accurate typing.
- Ability to analyse data and produce relevant documentation.
Documents to download
Further details / informal visits contact
- Name
- Chelsea Cook
- Job title
- Unit Manager - Outpatients Bookings
- Email address
- [email protected]
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