Booking Office Coordinator (Day Surgery Unit)
Are you passionate about delivering high quality patient centred care in a well‑equipped and established hospital? This role is full‑time, 37.5 hours per week.
About the Role
Tetbury Hospital is rated good by the Care Quality Commission and comprises a well‑equipped theatre, purpose‑built procedure room, outpatient department, minor injuries and illnesses unit, and X‑ray department. The Booking Office Coordinator will deliver exemplary administrative support across the Department, working with compassionate teams committed to clinical excellence and outstanding patient care.
About You
* Experience with a variety of IT packages, including email, spreadsheets, and database packages.
* Experience of customer services.
* Ability to multitask (e.g., input into database whilst conducting telephone transactions with patients).
* Excellent interpersonal skills for dealing with people internal and external to the Trust.
* Ability to synthesize and analyse information to use resources effectively.
* Keyboard qualification, or practical experience.
* NVQ3 in customer care.
Job Responsibilities
To provide a call centre function to support patients in booking their healthcare appointments.
* Support the administrative functions within the booking office and, when appropriate, the wider organisation.
* Provide managers with information regarding booking trends and escalating when additional capacity is required or when a clinic is not being utilised efficiently.
* Work as part of the Administration Team, providing a full and confidential Day Surgery/Outpatient appointment booking service for patients and clinicians ensuring wait‑time targets and clinical targets are met and all capacity efficiently used.
* Monitor progress of referrals, identifying problems and taking appropriate action to ensure efficient management of referrals.
* Monitor and maintain waiting lists, ensuring adherence to NHS Charter and local and national access standards (e.g., 18 weeks referral to treatment).
* Action theatre/clinic cancellations and re‑scheduling patients ensuring that clinical priorities are maintained and liaising directly with consultants where capacity problems exist.
* Manage the pre‑operative/follow‑up appointments waiting lists to ensure clinical priorities are maintained.
* Negotiate with clinicians to flex clinic capacity to meet new and follow‑up clinical and wait‑time constraints, flexing template capacity to achieve a balance between clinical priorities and wait‑time targets.
* Ensure that patients receive a supportive and responsive service tailored to their specific needs particularly where barriers to understanding exist.
* Ensure accurate and timely data collection; advise the management team on utilisation of clinic time and suggest ways of addressing these.
* Communicate and maintain a collaborative working relationship with all users of the Day Surgery/Outpatient service.
* Investigate and provide effective follow‑up on patients who do not attend (DNA patients).
* Action new services on Choose and Book, setting up new Directory of Service, mapping to PAS, including liaising with other departments.
* Provide the administration service associated to Medico‑legal, e.g., billing for information, requesting information from relevant departments.
Person Specification
Experience
* Experience with a variety of IT packages, including email, spreadsheets and database packages.
* Experience of customer services.
* Ability to multitask (e.g., input into database whilst conducting telephone transactions with patients).
* Excellent interpersonal skills for dealing with people internal and external to the Trust.
* Ability to synthesize and analyse information to use resources effectively.
* Understanding of Confidentiality and Data Protection Act.
* Previous health service experience.
* Knowledge of booking system Choose & Book and PAS.
* Knowledge and experience of management of waiting lists, primary target lists, local and national waiting time targets.
* Knowledge of medical terminology and specialty associated tests and investigations.
Communication Skills
* Able to communicate effectively and articulately at all levels utilising appropriate media (written/verbal, electronic etc).
* Motivated and enthusiastic.
Flexibility
* Able to organise priorities and manage own workload without supervision, adapting daily work plan to meet rapidly changing priorities where the workload is unpredictable.
* Ability to learn quickly and adapt to change.
Qualifications
* Keyboard qualification, or practical experience.
* NVQ3 in customer care.
* ECDL qualification or working towards.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applicants must have the right to work in the UK. The Trust is committed to equality and diversity in employment and is a mindful Employer. The Trust is committed to improving the working lives of its staff and may have flexible working options available.
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