Urology Outpatient/Cancer Booking Clerk
Posted 2 days 13 hours ago by NHS
The post holder will be expected to provide support to the Urology Service. An up-to-date knowledge of outpatient clinics and cancer targets will be required to enable the post holder to make, amend, and cancel appointments. They will be expected to be able to adapt and prioritize their workload. The post holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic. The role will range from the registration of a new patient, handling GP and patient queries for clinics, making appointments using Trust systems such as full and partially booked appointments. Duties will include answering telephone calls from patients or GPs wishing to make or change appointments or making general enquiries, daily management of shared email inbox and updating the Cancer Patient Tracking List (PTL).
Main duties of the job- To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.
- To deal with patient enquiries professionally and in line with the Trust standard operating procedures.
- Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway.
- To be multi-skilled in your working role and able to assist in all areas of the department as and when required.
- Ensure patient records are updated on all electronic systems and confidentiality is always maintained.
- To ensure patient cancellations are updated onto the Patient Access System (PAS) and any other system and the reason for the cancellation recorded immediately within the notes field.
- To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment.
- To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol.
- To liaise with the team leader to provide communication and highlight any problems, working together as a customer-focused team to solve issues that may arise.
- To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal.
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work-life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
We look forward to receiving your application and the start of your journey with UHSussex.
Person Specification- 5 GCSEs (A-C) or equivalent, including English and Maths.
- Demonstrated knowledge and awareness of Booking / Appointment procedures and systems.
- Good level of literacy and numerical skills to read and record patient details and a range of information.
- Knowledge and awareness of confidentiality issues relating to the Data Protection Act and Computer Misuse Act.
- Able to interact with tact and diplomacy with patients and staff at all levels.
- Able to communicate complex information where there are barriers to understanding, because of cultural, physical or special educational needs.
- Analytical and Judgemental Able to assess facts to make judgements regarding telephone enquiries from the public or other departments.
- Use own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations.
- Able to work unsupervised.
- Competent in a range of packages, including MS Word and MS Excel, and willing to learn new packages and advance current skills.
- Educated to at least NVQ Level 3 or equivalent level of competency.
- Keyboard skills to RSA Level 3 or equivalent.
- Experience of working in a hospital booking team.
- Experience of working in a hospital environment.
- Long periods of sitting at a computer and using a VDU.
- Able to contribute to team performance, be considerate towards others and flexible to meet the needs of the role.
- Able to exercise discretion to ensure that patient confidentiality is maintained at all times.
- Evidence of having undertaken own development to improve understanding of equalities issues.
- Evidence of having championed diversity in previous roles (as appropriate to role).
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.