Overview
We are looking for enthusiastic, hard-working staff members to work in our busy Central Booking Service (CBS) within the Children and Families Division. The post holder will provide support to the Central Booking Service and Operational Team Leader to deliver a prompt and professional appointment booking and call management service to parents/carers/service users. The post holder will work as part of the CBS Team to route calls to Health Visiting Services to the most appropriate clinicians and to book patient appointments by telephone and on the RiO system in line with CBS processes. Input of clinical activity data onto the RiO system must be accurate and timely.
Responsibilities
* Manage clinics and waiting lists within Community Paediatrics, Inclusion Services (Speech and Language Therapy, Physiotherapy and Occupational Therapy), Health Visiting & EHC.
* Prepare and track clinical records for all patients booked within the CBS; ensure referral letters and records are filed/stored in accordance with Trust policies and are available to clinicians prior to appointments.
* Book and manage appointments on the RiO system and the Choose & Book system.
* Call parents/carers of children who have not attended their appointments to ascertain reasons and rebook within targeted timescales.
* Make clinic changes/cancellations on RiO in line with CBS Standard Operating Procedures (SOP).
* Appointment/Pre-Clinic Activity: book appointments within clinic rules and timescales, support national targets (e.g., RTT 18 weeks) and Choose & Book; ensure interpreters where required.
* Liaise with stakeholders regarding appointments and activity, including clinics utilisation, non-attendance reasons, and rescheduling.
* Ensure referral letters are date-stamped and registered on RiO within 24 hours to enable triage; collect missing demographic details from referrals as needed.
* Utilise clinic slots fully and flag underutilisation to the Operational Team Leader for action; offer revised appointments by telephone when changes occur.
* Confirm all appointments and changes by letter and record on RiO; manage short-notice rescheduling with telephone confirmation.
* Post-Clinic Activity: input Community Paediatricians’ clinical activity on RiO in line with SOP and targets (no later than day 7 of the month end).
* Liaise with Community Paediatricians, Therapists, Health Visiting Teams and Local Authority on data quality; ensure accurate data recording and timely filing of activity forms for audits.
* Provide general non-clinical information to patients and staff while maintaining patient confidentiality.
* General duties: supervise workload and train staff in the Booking Service; cover the work of junior staff when on leave; participate in rotational CBS tasks to ensure telephone lines are covered.
Qualifications/Experience
* Experience in an appointment booking, reception or administrative role within a healthcare setting preferred.
* Strong customer service skills and ability to deal with confidential information in line with Data Protection Act and Caldecott Principles.
* Proficiency with patient administration systems (RiO) and knowledge of clinic processes is desirable.
Other information
* UK Home Office Visa Sponsorship requirements: Band 2 clinical/non-clinical roles and Band 3 Non-Clinical roles are not eligible for sponsorship; non-clinical roles (Agenda for Change Bands 7-9) meeting skill level and salary threshold may be eligible. Right to work in the UK or alternative visa routes will be considered.
* Disability Confident Employer and Guaranteed Interview Scheme: guaranteed interview for Disabled, Neurodiverse, or those with a long-term condition meeting essential criteria; reasonable adjustments encouraged.
* Equality, Diversity and Inclusion: BCHC supports an inclusive, equitable workplace and encourages applications from diverse backgrounds; positive action to improve representation.
* Flexible Working: BCHC supports flexible working where possible; discussions to consider hybrid patterns of working.
* Using AI: BCHC notes that AI tools may be used during the application process; guidance on acceptable use is provided on the Trust website.
* Benefits: Full NHS terms and conditions including extensive holidays; relocation support; retailer discounts; well-being services; flexible working where possible.
#J-18808-Ljbffr