Job summary
- Main area
- Endoscopy Booking Activity
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 249-6445188
- Employer
- Great Western Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Great Western Hospital
- Town
- Swindon
- Salary
- £22,816 - £24,336 per annum
- Salary period
- Yearly
- Closing
- 26/07/2024 23:59
Employer heading
Specialist Booking Clerk for Endoscopy
Band 3
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
We are looking to recruit a Band 3 Booking Clerk to join our Endoscopy Team hereat the Great Western Hospital.
The successful candidate will provide a patient centred and focused, accurate and efficient booking service for Endoscopy procedures, in line with Trust Values of working together to provide the best service whilst putting the patient first.
This requires a sound knowledge of the Endoscopy booking system and booking protocols with an in-depth knowledge of the procedures undertaken. Full training is given which will involve an induction period. Once trained a confident approach is expected in using your own judgement to prioritise requests in accordance with trust guidelines, and within national and regional targets.
Main duties of the job
1. To ensure that all patients requiring appointments are booked appropriately communicate and negotiate with patients and relatives, on the telephone, in person and in writing, making certain that the procedure is booked with patient agreement.
2. To take responsibility for prioritising incoming requests and ensuring that they are booked accurately and according to urgency, thus ensuring maximum utilisation of resources available. This will often involve on the spot decision making.
3. To highlight any capacity and demand issues to the Endoscopy Booking Team Leader.
4. To have a full understanding of the examination preparations ensuring the correct information and instructions are given to the patient concerning patient preparation prior to the procedure, special instructions regarding patient medication in defined patient groups.
5. To gain a comprehensive knowledge of timetables for clinicians undertaking endoscopic procedures to ensure that procedures are booked into an appropriate work list according to the specialities of each clinician.
6. To keep updated with any changes in exam technique, preparation and protocols and that this is communicated through the team, in an on-going capacity.
7. To gain a full understanding and working knowledge of the Endoscopy Information system (Medilogik).
8. Book procedures appropriately into the current booking system ensuring effective and efficient use of resources.
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
9. Understand and interpret trust waiting list information, and utilise this to ensure that speciality lists are booked appropriately.
10. To be able to deal appropriately with patient complaints and concerns as a frontline response.
11. To deal with enquires from GP’s and other clinicians who require examination reports. To ensure that confidentiality is maintained at all times when dealing with highly sensitive clinical details and reports, in accordance with the Trust’s Data Protection Policy.
12. To monitor and update speciality wait list information as work progresses, and provide feedback to responsible manager.
13. Understand and utilise a good working knowledge of national Referral to Treatment (RTT) rules and Cancer waiting times. Maintain knowledge of local and regional variations, including Interventions Not Normally Funded (INNF) and Independent Sector Treatment Centres (ISTC) transfer guidelines.
14. Ensure that lists are booked to full capacity, maximising Endoscopy utilization.
15. Analyse and report any shortfalls with monthly capacity to the responsible manager before problems escalate.
16. Ensure each patient is booked onto an appropriate Pre-Operative Clinic where necessary.
17. Work to deadlines to have lists booked at least three weeks in advance.
18. Replace patients in to slots that have been cancelled at short notice, negotiate and maintain a pool of patients available at short notice.
19. Ensure that patients cancelled on the day by the hospital are rebooked within the current target timescales as per national guidance.
20. Responsible for good communication with the Endoscopy department in order to provide the best experience for the patients.
21. Informing patients when their procedure has been cancelled or postponed and agreeing an alternative date for them.
22. Working as part of a team, providing cross-cover when needed for any member of the department. Working flexible hours with other members of the team to maintain available cover during core department hours.
23. Supporting your line manager and colleagues to investigate and respond to complaints.
24. To be willing to undertake any relevant training for the role, including training on in-house I.T. systems.
25. Daily use of electronic systems to ensure patients are booked appropriately and relevant information is accurate, complete and available when needed.
26. Maintain patient and data confidentiality at all times, in line with Trust Information Governance Policy and Calldicott principles.
Person specification
Qualifications
Essential criteria
- G.C.S.E.s or equivalent
Desirable criteria
- NVQ or equivalent in Customer Service or Administration
- Trained in Microsoft Office packages e.g. Word, Excel
- Previous training in/use of Trust inhouse systems, such as Medway
Experience
Essential criteria
- Working as part of a team
- Working under own initiative
- Working under pressure or to meet targets/deadlines
Desirable criteria
- Working in a customer/patient care environment
- Line management
Knowledge
Essential criteria
- Excellent communication
- Ability to prioritise workload
- Willingness to learn new skills
Desirable criteria
- Line management/supervisory skills
- Knowledge of PTL and waitlist management
- Knowledge of national and local access targets and rules
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Samantha Sullivan
- Job title
- Team Leader Endoscopy
- Email address
- [email protected]
- Telephone number
- 01793 605908
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