Outpatients Booking Clerk

George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.

The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.

Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join #TeamEliot.

Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.

We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further

We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.

Job overview

**Anyone that has applied to outpatients for these posts in the last 3 months need not apply**

1. 5 hours per week (Full time hours worked over 5 days Monday-Friday)

Permanent

Interview Date: 4th April 2025

**This post may close early due to high numbers of applications, so you are advised to apply promptly.**

All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.

#JoinTeamEliot

You will be working across our Outpatient administration areas.

Main duties of the job

To provide a specialised, comprehensive and confidential administration service, working primarily in the Outpatients Booking Team in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.

Working for our organisation

Here at George Eliot our vision to ‘excel at patient care’ takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:

Effective Open Communication

excellence and safety in everything we do

Challenge but support

Expect respect and dignity

Local health that inspires confidence

Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, extensive in-house course learning directory, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.

• Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant, and professional manner.
• Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets
• Record patients on the Lorenzo system according to data quality standards, RTT and the Patient Access Policy
• To act as a point of contact for dealing with enquiries and act as necessary liaising and effectively communicating at all levels using written, oral, and electronic methods
• To ensure, wherever possible, that all documentation is up to date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary
• To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
• To assist with the implementation and maintain an efficient office management system/procedure to enable the Department to optimise their standards of service
• Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required
• Registration of internal referrals
• Management of e-Referrals on the Electronic Referral Service (eRs)
• Booking of all patient appointments in line with Trust and National targets
• Contacting patients for short notice appointments aiding clinic utilisation
• Managing the external Outpatient letter system
• Managing the NHS mailbox for enquiries
• Referral verification (chasing missing referrals)
• Contacting patients to inform them of short notice clinic cancellations / reschedules.
• When contacting patient’s check and update personnel details, if necessary, on Lorenzo/Clinical Portal
• To cancel, re-appoint and reschedule patient’s appointments at patient or Consultant request.
• Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email communication. Act on the information and distribute accurately.
• Assist in validation of waiting lists/access plans through reports and PTL.
• To prepare any necessary documentation and/or paperwork for clinics
• To correct any operator errors within Lorenzo including the RTT status following protocol
• Custom build Adhoc Clinics when required on to Lorenzo.
• Make Clinic adjustments in accordance with the Consultant/Registrar on Call Rota where necessary.
• To make any necessary Clinic changes that are required for Annual Leave/On Call Rota/Study Leave/Sickness, etc.
• To ensure that Consultants are aware of any patients who DNA clinic appointment and undertake action as required.
• To open and sort Outpatients post daily and to take appropriate action.
• To provide cover in any other team or department within the Directorate if required.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.

Person specification

Experience and Knowledge

• Excellent Communication Skills
• Excellent Organisational Skills

• Previous Admin experience
• Excellent Keyboard Skills
• Previous Customer Service experience
• Experience of working with the public

Qualifications and training

• Minimum 4 GCSE's or equivalent including English Language and Maths
• Competent user of MS Word, Excel, and Access

Skills and Abilities

• Able to work as a team
• Able to work under pressure
• Able to follow tasks through to completion

• Microsoft Office Specialist Training (MOST) or equivalent knowledge and experience
• Ability to use own initiative to prioritise workload in a methodical approach to work

Personal Qualities

• Excellent time Keeping
• Enthusiastic
• Friendly and co-operative
• Courteous and Helpful
• organised
• Attentive to detail
• Team Worker
• Compassionate manner towards patients, carers, and relatives

Please note:

You will not be able to track the progress of your application or receive messages via the NHS Jobs website. Furthermore, as an employer, we will not be able to respond to any emails/messages sent to us via the NHS Jobs website.

By applying for this post you are consenting to George Eliot Hospital NHS Trust transferring the information contained in this application to its preferred applicant management system, TRAC.

The Job application data you provide will be used to assess your application for employment at GEH, to verify your information and conduct reference checks, and to communicate with you. If you accept employment with GEH, the information collected will become part of your employment record and will be used for employment purposes.

All information provided will be used for recruitment purposes only and processed in a lawful, fair and transparent manner.

Other:

The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is a mandatory requirement for all newly appointed staff to complete a Disclosure and Barring Service application.

In response to NICE guidance and to support the reduction of health harm from tobacco, the Trust has a smoke-free site policy which applies to anyone on Trust sites. Staff who smoke will be supported to quit or not smoke whilst on Trust sites.

We define diversity as valuing everyone as an individual – taking pride in that we value employees, job applicants, students, volunteers, patients and visitors as people. This is reflected within our excel behaviours with a vision to create a workplace that represents a culture of kindness, joy and inclusion.