Bookings Clerk

Job overview

To provide administration, booking outpatient appointments for the Nuclear Medicine department within the Imaging Directorate

The key responsibilities of this role are the efficient and effective management of specific departmental and patient administration systems, ensuring strict adherence and compliance to all Trust policies and procedures.

***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

1. Entering patients details on both CRIS and iPM systems.
2. Sorting referral cards and letters from GP’s, consultants and other medical staff.
3. Booking and rearranging outpatient appointments following departmental workplans and guides.
4. Booking urgent inpatient scans, liaising with the ward and portering team.
5. Dealing with alterations and short notice cancellations of lists and notifying appropriate staff and patients.
6. Liaise with all levels of medical and technical staff to ensure the effective and efficient running of lists.
7. Advise patients and medical staff on special procedures and preparations required to ensure a successful examination.
8. Dispatching appointment letters ensuring all relevant information and leaflets are included.
9. Provide statistical information as required, compiling, and producing waiting list figures at the end of each week: distributing to managers and clerical team.
10. Other duties as appropriate to the post.

Working for our organisation

The post holder will be working within a friendly, established team booking Nuclear Medicine inpatient and outpatient appointments, working closely with other admin staff, Consultants and Clinical Technologists.

1. Entering patients details on both CRIS and iPM systems.
2. Sorting referral cards and letters from GP’s, consultants and other medical staff.
3. Booking and rearranging outpatient appointments following departmental workplans and guides.
4. Booking urgent inpatient scans, liaising with the ward and portering team.
5. Dealing with alterations and short notice cancellations of lists and notifying appropriate staff and patients.
6. Liaise with all levels of medical and technical staff to ensure the effective and efficient running of lists.
7. Advise patients and medical staff on special procedures and preparations required to ensure a successful examination.
8. Dispatching appointment letters ensuring all relevant information and leaflets are included.
9. Provide statistical information as required, compiling, and producing waiting list figures at the end of each week: distributing to managers and clerical team.
10. Communication with stakeholders including trainees, clinicians, managers, patients, other colleagues and workers from other agencies.
11. To ensure all clerical duties are carried out to a high standard at times of planned and unplanned leave.
12. Participate in providing assistance in completing daily tasks for other admin staff when required including covering reception during times of leave.
13. Use tact and diplomacy to deal with distressed and emotional patients.
14. Keeping focused and level headed in spite of a busy and demanding environment.
15. Maintaining and updating booking protocol, to reflect any changes in practices and procedures.
16. Other duties as appropriate to the post.
17. Deal with patients’ complaints.
18. Receive and deal efficiently with confidential telephone enquiries from patients, GPs and hospital staff.
19. Assess the fitness of patients attending for special procedures by obtaining sensitive and personal information, taking appropriate action in accordance with the booking protocol.
20. Ensuring the correct policies and procedures are followed when dealing with cancelled appointments and patients who do not attend their appointments.
21. Dealing with two-week wait referrals according to trust policy.
22. Dispatching partial booking letters and booking patients for their appointments when they ring the department.
23. To be involved in trainee satisfaction surveys, risk assessments and staff questionnaires as required by the departmental management team.
24. Confidentially able to use trust email, voice mail, fax, and photo copier facilities.
25. To ensure a firm understanding is obtained of the trust waiting list

Person specification

Knowledge and Experience

• Previous demonstrable Clerical experience

• Previous Demonstrable experience working within a large clinical setting
• Demonstrable Experience working with the General Public
• Experience of Patient Management System

Qualifications

• GCSE’s 9-4 (A-C) in Maths & English and NVQ level 2 in either business administration or related subject or equivalent demonstrable experience

Aptitude & Abilities

• Good communication skills, written and verbal, with the ability to demonstrate fluency, clarity and effectiveness at all levels.
• Computer Literate with good Keyboard skills
• Time management and organisational skills.
• Ability to work on own initiative, but also as a member of a team.

• Understanding the Trust waiting list policy within the work place.

Disposition/Attitude/ Motivation

• Team Member
• Able to work calmly and methodically in a busy Environment
• Proactive and takes own initiative

• Willingness to learn and develop in a challenging environment

Other Factors

• Demonstrate and understanding of confidentiality.
• Flexibility to cover colleagues during absences.

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY INCLUDING YOUR JUNK FOLDER.

If you need support with the online application process or require reasonable adjustments with the application and/or interview process please contact the Recruiting Manager for this post.

We recognise that work life balance is important for our colleagues and so we invite requests from applicants about less than full time/flexible working for our advertised roles. We recommend contacting the manager of the role prior to applying and we commit to giving requests full consideration.

We welcome and encourage applicants who identify with all protected characteristics to apply for our roles. We believe that diversity strengthens our teams and improves our patients' experience. At UHP we aim to create an inclusive workplace and hospital where everyone feels they belong and included.

It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Providing false information is an offence & could result in the application being rejected or summary dismissal/police action if an applicant is successful.

This is an automated process & the information will only be used for these purposes prior to your taking up the position with us.

For Doctors Roles:

Unsolicited CVs and Candidate Profiles/Details

University Hospitals Plymouth has a commitment to sourcing candidates directly and as such we do not accept speculative CVs from agencies.

We do, however, work with a defined list of preferred HTE Framework suppliers who may be invited to support us in sourcing candidates for particular roles.

In line with our preferred supplier list, we only pay agency fees where we have a signed agreement in place and an agency has been instructed by a member of the Trust’s Medical Workforce team.

We do not pay agency fees where speculative and unsolicited CVs are submitted to the Trust or Trust employees by any other means than the official route above. Where this is not observed the Trust reserves the right to contact these candidates directly and initiate discussions without payment of any agency fee.

Any candidate details (whether written or spoken) or CVs that are referred directly will not constitute an introduction. The Trust will under no circumstances be responsible for any recruitment fees in relation to these contacts.

Submission of any unsolicited CVs, candidate’s details and/or proposals to the Trust will not be considered further and will be deemed evidence of full and unlimited acceptance of this Agency Protocol.

In order to establish and maintain good working relationships with the Trust’s agency suppliers, we ask that this Protocol is adhered to and thank you for your co-operation.