Job overview
Centralised Telephone Booking Clerk.
We have the following hours available:
* Full-time: 37.5 hours per week x 2
Are you enthusiastic, motivated, want a new challenge and looking to be part of an inclusive, supportive team in a role that’s interesting, varied and rewarding?
Due to promotion of colleagues, we invite you to apply for an admin role within our Telephone Appointment Booking Centre based in Burnley General Teaching Hospital.
The initial salary is currently £24,465 after completion of training, skills and competencies, and rising further to a Band 3 £26,598 (pro-rata).
The department is the central hub for outpatient bookings, and operates, flexibly over 5 days, covering the hours 08:00 - 20:00.
The ideal candidate will have experience of working in an administrative environment with good knowledge of Microsoft applications. Candidates must be a good team player, willing to learn and able to multi-task in a fast-paced environment.
Benefits of working for East Lancashire Teaching Hospital, include;
- 27 days annual leave entitlement for new colleagues,
- All Bank Holidays on top of your annual leave entitlement
- Excellent pension scheme
- Full access to Employee Assistance Programme ()
- Eye test voucher scheme
- Discounts at gyms, restaurants, family days out across the UK, holidays abroad and airport parking, well-being apps and much more.
Main duties of the job
Duties include liaising with patients and internal departments over the telephone, registering patient details and referrals onto the relevant system, booking and confirming appointments, dealing with enquiries to manage appointments, escalating appointment deficit or surplus and other general clerical duties.
The main systems used within the department are Cerner Millennium, e-Referral Service, Somerset Cancer Database, ARC Telephone communication system and the Booking Centre app. The majority of these are internal systems which you will be trained to use.
Working for our organisation
We’re open Monday to Friday 8am to 8pm, excluding Bank Holidays. Our main shifts are 8am to 4pm & 9am to 5pm for full-time, and 4-8pm for part-time but we try to accommodate flexible working during those hours.
We know we can provide you with a great place to work, alongside a fantastic friendly, inclusive and supportive team who are working side by side with other departments to give the people of East Lancashire the best care possible.
The aim of this Trust is to improve the health of our people and provide the best possible care to the population in which we serve.
Staff are valued and we can offer excellent opportunities for further training and development. Some of our colleagues have progressed into leadership roles within ours and other areas of the Trust.
Detailed job description and main responsibilities
To provide an efficient and effective booking service and associated function to all patients accessing services provided by the Trust.
* Helping to ensure that there are robust systems in place that assist the service user and other staff to provide safe, personal and effective care.
* Helping to ensure that all teams work to agreed standards across the specialties, providing a first-class service and appropriate management of referrals, appointments, and data recording. To meet both local and national targets, income generation and compliance with Trust standards and policy.
* You will have a full understanding of booking processes, and ensure standards are implemented, adhered to, maintained and approved to ensure patients are appointed and their pathway is managed appropriately.
* Liaising with patients/carers to agree all appointments/attendances, cancellations and re-booking. Manage non-attendance in-line with the Trust’s Access Policy.
Person specification
Qualifications
Essential criteria
* GCSE in Maths 4-9 (or equivalent)
* GCSE in English 4-9 (or equivalent)
* Customer Care NVQ Level 3, or equivalent or willing to work towards ECDL/CLAIT or equivalent experience
Desirable criteria
* IT Qualification
* Business Administration / Customer Service
Experience
Essential criteria
* Experience of using communication skills including both verbal and written, including face to face, telephone and email
* Experience of using Microsoft Office Packages, including Excel, Word and Outlook
* Experience in a similar administrative role
* Experience of customer service skills
Desirable criteria
* Experience of working in a call centre environment
* Experience of working in a hospital environment
Skills and Knowledge
Essential criteria
* Ability to prioritise and cope with a busy workload
* Ability to work under pressure to meet deadlines and targets
* Able to work as part of a team and alone using own initiative
* Ability to work to standards with a good level of attention to detail
* Excellent organisational and co-ordination skills / ability
* IT/Keyboard skills
Desirable criteria
* Ability to demonstrate confidentiality and sensitivity when dealing with the public