Logo of Huzzle

Home

Matches

Explore

Manage

Booking Clerk and receptionist

image

Torbay and South Devon NHS Foundation Trust

Aug 7

Applications are closed

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level

Similar opportunities

Explore more
T

Healthcare Support Worker Simpson Ward

Job•Torbay and South Devon NHS Foundation Trust
Entry, Junior & Mid Level
T

Healthcare Assistant - Nutrition Team

Job•Torbay and South Devon NHS Foundation Trust
Entry, Junior & Mid Level
T

Strategic People Partner

Job•Torbay and South Devon NHS Foundation Trust
Senior Level
T

Secondary Breast Support Worker

Job•Torbay and South Devon NHS Foundation Trust
Entry, Junior & Mid Level
T

Intermediate Care and Community Therapy Physiotherapist

Job•Torbay and South Devon NHS Foundation Trust
Junior Level

Requirements

  • 1. Handling inbound calls
  • 2. Booking, cancelling and rearranging Outpatient appointments
  • 3. Making outbound calls
  • 4. Maintaining a high standard of customer service
  • 5. Checking patients in for Outpatient appointments
  • 6. Management of notes (tracering, requesting, etc.)
  • 7. Setting up of clinics for day
  • 8. Providing admin support to the Clinical team in the daily running of clinics
  • 9. Use of hospital systems to effectively support the management of the patient journey
  • 10. Managing clinic capacity
  • 11. Managing pending lists and wait times
  • 12. Processing new referrals from external and internal sources
  • 13. Managing theatre and secretary request spreadsheets
  • 14. Liaising with colleagues at all levels to ensure the patient journey is smooth
  • 15. To work in accordance with the Trust policies at all times
  • 16. To wear the Patient Administration Uniform in accordance with Trust policy
  • 17. To ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trusts Patients Access Policy
  • 18. To ensure the systems of managing appointments for patients who have failed to attend (DNA’s) are in accordance with the Trust DNA policy
  • 19. To ensure patients are treated with courtesy, dignity and respect at all times in accordance with the Trust values
  • 20. To use the relevant IT systems to ensure patient appointments are managed correctly and efficiently in line with the departments Standard Operating Procedures
  • 21. To complete all department related administration tasks accurately and efficiently as required
  • 22. To ensure that when a patient or referrer cancels a routine appointment and no further appointment is required that the waiting list and referral entries are closed on PAS
  • 23. When booking a patient’s appointment at short notice to ensure that the patient case notes are requested and the relevant prepping clerk is informed
  • 24. To ensure that the correct new outpatient waiting list entry is added to PAS after receiving referral letters
  • 25. To ensure the correct following waiting list entry is added on PAS and validated against the clinic outcome letter where the patient is requiring an outpatient procedure
  • 26. To receive and action any requests by line manager to cancel or reduce clinics
  • 27. The post holder must advise the Directorate and Supervisor if the clinic capacity is insufficient to accommodate number of appointments required
  • 28. To provide information to the Directorate regarding number of patients still waiting to be booked as requested
  • 29. To ensure all new and follow up outpatient sessions are booked in accordance with specific clinical booking rules and Trust policies
  • 30. To ensure that when creating a follow up waiting list entry or booking a follow up appointment that the relevant RTT (Referral to Treatment) code is added for that patient
  • 31. The post holder will need to use the different functions on e-Referral system daily
  • 32. To take appropriate actions and initiative regarding telephone calls from patients, referrers and other agencies within Trust guidelines
  • 33. To be aware of the Trust’s Complaints Policy and escalate a patient complaint to Supervisor immediately
  • 34. To answer the telephone and communicate in a coherent, polite and professional manner at all times
  • 35. To negotiate with the patient the most convenient time for their appointment
  • 36. Dependent on the speciality it may be appropriate to also record details of the patients’ appointment in a specialty-based IT system
  • 37. This position requires empathy and tact when dealing with patients that may be angry or upset regarding their appointment
  • 38. To ensure that a good relationship is maintained with all departments throughout the hospital and an ability to communicate with all members of multi-disciplinary teams
  • 39. Communicate effectively in writing, verbally and electronically with various stakeholders
  • 40. Post Holders are required to adhere to Trust policies and procedures
  • 41. Maintain personal and professional development to meet the changing demands of the job
  • 42. Attend statutory, essential and mandatory training
  • 43. Respect the confidentiality of all matters relating to their employment and other members of staff
  • 44. Take the responsibility for the creation maintenance and security of health records both on paper and electronic format
  • 45. Comply with the corporate governance structure in keeping with the principles and standards set out by the Trust

Responsibilities

  • - Handling inbound calls
  • - Booking, cancelling and rearranging Outpatient appointments
  • - Making outbound calls
  • - Maintaining a high standard of customer service
  • - Checking patients in for Outpatient appointments
  • - Management of notes (tracering, requesting, etc.)
  • - Setting up of clinics for day
  • - Providing admin support to the Clinical team in the daily running of clinics
  • - Use of hospital systems to effectively support the management of the patient journey
  • - Managing clinic capacity
  • - Managing pending lists and wait times
  • - Processing new referrals from external and internal sources
  • - Managing theatre and secretary request spreadsheets
  • - Liaising with colleagues at all levels to ensure the patient journey is smooth
  • - To work in accordance with the Trust policies at all times
  • - To wear the Patient Administration Uniform in accordance with Trust policy
  • - To ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trusts Patients Access Policy
  • - To ensure the systems of managing appointments for patients who have failed to attend (DNA’s) are in accordance with the Trust DNA policy
  • - To ensure patients are treated with courtesy, dignity and respect at all times in accordance with the Trust values
  • - To use the relevant IT systems to ensure patient appointments are managed correctly and efficiently in line with the departments Standard Operating Procedures
  • - To complete all department related administration tasks accurately and efficiently as required
  • - To ensure that when a patient or referrer cancels a routine appointment and no further appointment is required that the waiting list and referral entries are closed on PAS
  • - When booking a patient’s appointment at short notice to ensure that the patient case notes are requested and the relevant prepping clerk is informed. Where the appointment is booked after clinic prep cut off times before the clinic, the required case notes will need to be prepared and taken to the appropriate reception area
  • - To ensure that the correct new outpatient waiting list entry is added to PAS after receiving referral letters
  • - To ensure the correct following waiting list entry is added on PAS and validated against the clinic outcome letter where the patient is requiring an outpatient procedure
  • - To receive and action any requests by line manager to cancel or reduce clinics. To ensure that any patients affected by these changes are notified as appropriate, re-booked in line with the Patient Access Policy
  • - To ensure the Standard Operating Procedures are followed in relation to all handling, transferring between departments and storing of patient case notes and any other medical / personal documents
  • - To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged patient case notes
  • - To ensure the reception areas are kept in compliance with the legislation in the Data Quality Standards and Data Protection Act 1998
  • - For the core components of outpatient waiting list management duties, please refer to the Outpatient Booking Standards attached as Appendix 1
  • - The post holder must advise the Directorate and Supervisor if the clinic capacity is insufficient to accommodate number of appointments required and ensure the Supervisor is kept informed at all times
  • - To provide information to the Directorate regarding number of patients still waiting to be booked as requested
  • - To ensure that when a patient or referrer cancels a routine appointment and no further appointment is required that the waiting list and referral entries are closed on PAS
  • - To ensure all new and follow up outpatient sessions are booked in accordance with specific clinical booking rules and Trust policies. Where patients cancel their appointment at short notice; to endeavour to fill the slot with another patient in order to utilise clinic capacity
  • - When booking a patient’s appointment at short notice to ensure that the patient case notes are requested and the relevant prepping clerk is informed. Where the appointment is booked after clinic prep cut off times before the clinic, the required case notes will need to be prepared and taken to the appropriate reception area
  • - To ensure that when creating a follow up waiting list entry or booking a follow up appointment that the relevant RTT (Referral to Treatment) code is added for that patient. If RTT code is not given or appearing on waiting list it is obtained from the relevant consultant secretary
  • - To ensure that the correct new outpatient waiting list entry is added to PAS after receiving referral letters
  • - To ensure the correct following waiting list entry is added on PAS and validated against the clinic outcome letter where the patient is requiring an outpatient procedure
  • - To receive and action any requests by line manager to cancel or reduce clinics. To ensure that any patients affected by these changes are notified as appropriate, re-booked in line with the Patient Access Policy
  • - The post holder will need to use the different functions on e-Referral system daily ensuring that referral letters are printed where needed and the appointments are booked or amended as appropriate
  • - To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged patient case notes
  • - If not prioritised within e-Referral to ensure referral letters are produced for all new patients and that these are passed to the clinic preparation team in a timely way
  • - To ensure that the electronic tracing system is kept up to date when handling patient case notes
  • - To take appropriate actions and initiative regarding telephone calls from patients, referrers and other agencies within Trust guidelines
  • - To be aware of the Trust’s Complaints Policy and escalate a patient complaint to Supervisor immediately. There is a need to recognise that some patients may be anxious or difficult to communicate with and there may also be language barriers
  • - To work with and support the use of UCCX call centre technology to provide an efficient and professional contact with patients/carers
  • - To answer the telephone and communicate in a coherent, polite and professional manner at all times
  • - To negotiate with the patient the most convenient time for their appointment, if this is not possible, or the patient wishes to arrange an appointment outside of the Patient Access Policy, this should be escalated and discussed with the Supervisor
  • - Following the negotiation of the appointment with the patient, the appointment details should be entered onto PAS or updated in e-Referral if the appointment is following a GP referral. The Patient Pathway Identifier (PPI) unique number must also be entered following confirmation of the outpatient appointment
  • - Dependent on the speciality it may be appropriate to also record details of the patients’ appointment in a specialty-based IT system
  • - To print a confirmation letter, if requested by patient to our third-party mailing company
  • - This position requires empathy and tact when dealing with patients that may be angry or upset regarding their appointment
  • - To ensure that a good relationship is maintained with all departments throughout the hospital and an ability to communicate with all members of multi-disciplinary teams
  • - To work collaboratively within a team and participate in the support of Admin and Clerical bank staff as requested by the Supervisor
  • - Communicate effectively in writing, verbally and electronically with:
  • - External – patients and carers, members of the general public, staff from a GP/GDP practice, other hospitals and provider units
  • - Internal – Clinical, medical, nursing and ancillary staff, admin and clerical staff and management

FAQs

What are the primary responsibilities of the Booking Clerk/Receptionist?

The primary responsibilities include handling inbound and outbound calls, booking, cancelling and rearranging outpatient appointments, checking patients in for appointments, managing patient notes, and providing administrative support to the clinical team.

Is prior experience in a healthcare setting required for this role?

While experience in a healthcare setting is preferred, it is not specified as a mandatory requirement. Strong administrative skills and customer service experience are essential.

What are the working hours for this position?

The working hours are not explicitly stated in the job description; typically, they align with the operational hours of the Women’s Health unit, which may include shift work.

What qualifications do I need to apply for this position?

A minimum of basic education is required, along with strong organizational skills and the ability to manage confidential information in accordance with data protection regulations.

Is training provided for the Booking Clerk/Receptionist role?

Yes, training is provided to support the integrated use of clinical systems within the Trust, as well as ongoing personal and professional development.

How do the Booking Clerk/Receptionists ensure patient confidentiality?

Booking Clerks/Receptionists are required to adhere strictly to the Data Protection Act 1998 and the Trust’s confidentiality policies, ensuring that confidential information is not disclosed without proper authority.

What software systems will I be using in this position?

The role involves using hospital systems such as PAS and e-Referral systems to manage patient appointments and relevant documentation.

Who will I be working with in the team?

You will be working with a team of 5 members, which includes 4 Booking Clerks/Receptionists and one supervisor, as well as liaising with various clinical, medical, and nursing staff.

What should I do if I encounter an angry or upset patient?

It is important to approach the situation with empathy and tact, maintaining a calm demeanor and following the Trust’s guidelines for communication and conflict resolution.

Will I be required to wear a uniform for this role?

Yes, post holders are expected to wear the Patient Administration Uniform in accordance with Trust policy.

Are there opportunities for advancement within this role?

Opportunities for advancement may be available, particularly through personal and professional development, ongoing training, and experience gained in this position.

image

Torbay and South Devon NHS Foundation Trust

Better health and care for all

Science & Healthcare
Industry
5001-10,000
Employees
1948
Founded Year

Mission & Purpose

Torbay and South Devon NHS Foundation Trust is a healthcare organisation in the UK that provides a wide range of medical and community services. This includes hospital care, community health services, adult social care, and mental health support across Torbay and South Devon. The Trust's mission is to deliver high-quality, compassionate care, ensuring patients and their families receive seamless, integrated support. Their purpose is to improve the health and well-being of the local community by offering personalised, patient-centred care.

OpportunitiesView all

Get notified when Torbay and South Devon NHS Foundation Trust posts a new role

Get Hired with Huzzle

Discover jobs with AI-powered precision. Autofill and track applications, create tailored resumes, and find the best opportunities across the web – all by simply chatting.

Already have an account?