Booking Office Coordinator

Job overview

Are you passionate about delivering high-quality patient centred care in a well-equipped and established hospital. An exciting opportunity has arisen in the Booking Office, for a Booking Office Coordinator (Day Surgery Unit) on a part-time basis working 32 hours per week, working pattern to be confirmed. Tetbury Hospital is rated good by the Care Quality Commission and comprises of a well-equipped theatre and purpose-built procedure room, outpatient department, minor injuries and illness unit and X-ray department. You will be delivering exemplary administration support across the Department, working with compassionate teams who are committed to our vision. Always striving to deliver clinical excellence and outstanding patient care.

Job description

To provide a call centre function to support patients in booking their healthcare appointments.

To support the administrative functions within the booking office and, when appropriate, the wider organisation.

To provide managers with information regarding booking trends and escalate when additional capacity is required, or when a clinic is not being utilised efficiently.

Job responsibilities

The post holder will 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.

To monitor progress of referrals, identifying problems and taking appropriate action to ensure efficient management of referrals.

To monitor and maintain waiting lists, ensuring adherence to the NHS Charter and local and National access standards (e.g. 18 weeks referral to treatment).

To action theatre/clinic cancellations and re-scheduling patients ensuring that clinical priorities are maintained and liaising directly with consultants where capacity problems exist.

To manage the Pre-operative/follow-up appointments waiting lists to ensure clinical priorities are maintained.

To negotiate with clinicians the need 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.

To ensure that patients receive a supportive and responsive service tailored to their specific needs particularly where barriers to understanding exists.

To ensure accurate and timely data collection. Advising the management team on the utilisation of clinic time and to suggest ways of addressing these.

To communicate and maintain a collaborative working relationship with all users of the Day Surgery/Outpatient service.

To Investigate and provide effective follow-up on patients who do not attend (DNA patients).

To action new services on Choose and Book, setting up new Directory of Service, mapping to PAS, including liaising with other departments.

To provide the administration service associated to Medico-legal, E.g. billing for information, requesting information from relevant departments.

About the organisation

Tetbury Hospital is an independent healthcare provider in the heart of the Cotswolds providing an established day surgery service to patients who choose to have their NHS surgery.

The hospital is highly regarded by our visiting consulting body who provide a wide range of specialities including ophthalmic, general and gynaecological surgery.

The primary focus of the hospital is the NHS services we provide across our outpatients, day surgery and minor injury and illness unit. In addition to our NHS funded services, we offer private health care to insured or self-pay patients.

Tetbury Hospital Is a respected partner in the Gloucestershire health and care system and valued by staff and patients for the high quality, personalised care that we are proud to offer.

Tetbury Hospital Trust is ambitious about the future and is committed to investing in our workforce to ensure they have the resources and tools they need to deliver high-quality services.

Tetbury Hospital Trust provides high-quality, safe services on behalf of the NHS and for private patients.

We are proud of our hardworking and committed people that work together to put patient care at the heart of everything they do.

As an organisation, we pledge to listen, collaborate, and value the role that all our people play in achieving our vision to always deliver exceptional patient care.

If you are as passionate about patient care as we are, we would love to hear from you.

Person specification

Communication Skills

Essential

• Able to communicate effectively and articulately at all levels utilising appropriate media (written/verbal, electronic etc).
• Motivated and enthusiastic.

Qualifications

Essential

• Keyboard qualification, or practical experience.
• NVQ3 in customer care.

Desirable

• ECDL qualification or working towards.

Flexibility

Essential

• 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 changing circumstances.

Experience

Essential

• Experience with a variety of IT packages, including email, spreadsheets and database packages.
• Experience of customer services.
• Ability to multitask (e.g. input into data base whilst conducting telephone transactions with patients).
• Excellent interpersonal skills for dealing with people internal and external to the Trust.
• Ability to synthesis and analyse information to use resources effectively.
• Understanding of Confidentiality and Data Protection Act.

Desirable

• 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.

Supporting documents

• Job Description (PDF, 92 KB)