Job summary
The Outpatient Booking Services team is based at Rouen Road in Norwich city centre.
Our staff are extremely friendly and welcoming but work in a very busy office environment.
Progression in the department is available and full training is supplied.
Full time: hours per week
Main duties of the job
You will be booking and cancelling outpatient appointments, using up to 5 systems that should contain identical information and will be receiving and making telephone calls internally and externally conversing with patients and GP practices.
To support the delivery of a high quality, safe and compassionate healthcare service,all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. 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 are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
1. Flexible working hours
2. Fast Track Staff Physiotherapy Service
3. Multi Faith prayer room
4. Discounted gym memberships
5. Excellent pension scheme and annual leave entitlement
6. Wagestream - access up to 40% of your pay as you earn it
7. Free Park & Ride service direct to NNUH site
8. Free 24-hours confidential counselling support
9. On-site Nursery
10. On-site cafes offering staff discounts
11. Support in career development
12. Flexible staff bank
13. Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
14. In conjunction with the Team Manager, assist with the management and coordination of annual leave, cover, flexible working arrangements, PDP/appraisals, and supervision of the support clerks, dealing with day to day queries and issues.
15. Deal with telephone calls from patients, General Practitioners or other Hospital departments, includes assisting patients and their carers by arranging translation/interpretation facilities via INTRAN, identifying overseas visitors and informing the Overseas department.
16. Maintaining outpatient procedures for the Trust, to include compliance with choice, partial booking, full booking and eRS (formerly Choose & Book).
17. Highlight to Team Manager where clinic templates are not compatible with service requirements or the processes for outpatient booking targets or harvest times.
18. Ensure the accurate collection of Minimum Data set information required to meet demands of contracting and identifying overseas visitors/potential elective contractual referrals.
19. Ensure full utilisation of clinics is achieved by communicating within the team and Team Manager, and between the team and the services. The post holder will ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.
20. Manage and maintain outpatient waiting lists in conjunction with the Team Manager, ensuring patients are called in chronological and priority order.
21. Generate all letters in the time scales agreed to maintain a partial booking process.
22. When patients have failed to respond in the agreed timescales and declined two offers, remove patients from waiting list, and inform patient and GP by letter that they have been removed from the Trust waiting list.
23. Action changes affecting the Master Index and generally assisting with its maintenance.
24. Other general duties, which may be necessary to ensure the smooth functioning of the department.
Please see the attached job description for full details.
Person Specification
Experience
Essential
25. Significant NHS experience
26. Previous experience of multi-professional working
Skills
Essential
27. Excellent interpersonal and organisational skills
28. Effective communication skills - both verbal and written
29. Good analytical and problem solving skills; the ability to forward plan, prioritise, delegate and meet deadlines
30. IT skills in Microsoft Outlook and Word
Attitude, aptitude
Essential
31. Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence