About the role
As a Booking Admin Clerk within the Cardiology Department at NNUH, you will play a vital part in ensuring our patients receive timely, well‑organised outpatient care. Your role focuses on supporting the booking process for follow‑up appointments, maintaining accurate waiting lists, and keeping patient pathways on track while demonstrating the Trust’s PRIDE values: People Focused, Respect, Integrity, Dedication, and Excellence.
Responsibilities
* Book and manage outpatient appointments for follow‑up and review patients, ensuring all bookings comply with the Trust’s Partial and Full Booking processes and 18‑week pathway standards.
* Handle appointment requests and queries received by phone and email, providing clear communication and excellent customer service.
* Maintain accurate waiting lists, ensuring patients are added and called in chronological and clinical priority order.
* Monitor and support clinic utilisation, identifying available slots and helping the team make best use of clinic capacity through effective communication with colleagues and services.
* Ensure accurate data entry into PAS and other Trust systems, maintaining high standards of data quality.
* Manage appointment changes and cancellations, rebooking patients promptly in line with Trust policies.
* Support general administrative duties to ensure the smooth running of the department.
* Act as a role model, consistently demonstrating NNUH’s PRIDE values and supporting an inclusive culture.
* Deal with telephone and post‑appointment requests and queries for new and follow‑up appointments.
* Assist the team in maintaining outpatient procedures for the Trust, including compliance with choice, partial booking, and full booking on PAS.
* Support the booking of new follow‑up appointments, ensuring bookings are accurate and within 18‑week pathways as well as appointment target dates.
* Communicate with the team and services to achieve full utilisation of clinics, ensuring any changes to appointments are discussed and agreed with patients.
* Add patients to outpatient waiting lists, ensuring they are called in chronological and priority order.
* Send out review letters within the required timescales to maintain a partial booking process.
* When patients fail to respond within the agreed timescales or decline two offers, remove them from waiting lists after discussion with the waiting list coordinator, and inform patients and GPs by letter that they have been removed from the Trust waiting list.
* Act on changes affecting the Master spreadsheet and assist with its maintenance.
* Ensure that any data created, edited, used or recorded on Trust databases within the area of responsibility is accurate and recorded with Trust policy timescales to maintain the highest standards of data quality within the statutory and regulatory framework.
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
About Norfolk and Norwich University Hospital
The NNUH is one of the largest NHS trusts in the UK, providing first‑class acute care for around one million people. We are a teaching and research hospital at the forefront of innovation, home to state‑of‑the‑art facilities such as the Quadram Institute. We partner with the University of East Anglia to offer teaching and placement opportunities for students, and we attract professionals from across the country, representing 94 countries worldwide. We are a friendly, collaborative hospital that works closely with local services and hosts the N&N Hospitals Charity.
Benefits
* Flexible working hours
* Fast Track Staff Physiotherapy Service
* Multi Faith prayer room at NNUH Colney Lane site
* Discounted gym memberships
* Excellent pension scheme and annual leave entitlement
* Wagestream – access up to 40% of your pay as you earn it
* Free Park & Ride service direct to NNUH Colney Lane site
* Free 24‑hour confidential counselling support
* On‑site Nursery at NNUH Colney Lane
* On‑site cafes offering staff discounts at NNUH Colney Lane
* Support in career development
* Flexible staff bank
* Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
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