Band 3- Booking and Request List Scheduler, Outpatients

West Hertfordshire Teaching Hospitals NHS Trust; Norwich; On-site; GBP 26,000 - 34,000; Full time

Job summary

West Hertfordshire Teaching Hospitals NHS Trust is seeking an efficient administrator to coordinate Outpatient booking and ERS/Cerner tasks. The role focuses on scheduling first appointments, maintaining data quality, and ensuring confidentiality for vulnerable patients in a demanding outpatient environment.

The post emphasizes professional communication, robust IT skills, and the ability to work across multiple departments, with core hours from 8 am to 4 pm and potential involvement in service

Qualifications

• Excellent communication and professional conduct when dealing with patients.
• Strong organisational skills with IT proficiency to handle multiple systems.
• Ability to attend meetings and meet deadlines in a busy outpatient setting.

Responsibilities

• Provide efficient Outpatient booking service in line with national and local timeframes.
• Develop and maintain relationships with Outpatient Bookings, Call Centre and reception teams.
• Ensure understanding and dissemination of Booking policies and SOPs across teams.

Skills

Communication skills

Organisational skills

IT skills

Line management experience

Tools

Cerner

ERS

Job description

This role is for 37.5 hours per week, 12 months fixed term contract. The successful applicant will provide efficient and comprehensive operational management support to the Outpatient Booking and Request list scheduling team and Outpatient Reception teams. To act as a scheduler for booking appointments on both Cerner and ERS, prioritising according to triage outcome. Ensure that patients being contacted to arrange the booking of their 1st appointment are being dealt with in a professional and confidential manner. Regularly validate ERS worklists for designated specialties by validating, booking and closing patient's episodes and pathways where appropriate To compile ERS worklists and Cerner request lists reports produced by the Supervisors into a service level report with the support of the Outpatient Booking and Request List Manager. To regularly review Bookings SOPs for each specialty and ensure a standardised approach to the booking of first appointments across all specialities., Regularly validate ERS worklists for designated specialties by validating, booking and closing patient's episodes and pathways where appropriate To compile ERS worklists and Cerner request lists reports produced by the Supervisors into a service level report with the support of the Outpatient Booking and Request List Manager. To regularly review Bookings SOPs for each specialty and ensure a standardised approach to the booking of first appointments across all specialities., With a new hospital planned for Watford, work underway to update theatres at St Albans City Hospital and plans for a neighbourhood healthcare centre in Hemel Hempstead, this is an exciting time to join us. We are building on the success of our award-winning virtual hospital and re-imagining models of care, working closely with partners and making the most of advances in digital healthcare. Staff wellbeing and development are a priority, as is the role of innovation in improving clinical care, outcomes and patient experience. Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others. We offer a variety of flexible working options as we recognise the importance of a good work life balance. www.westhertshospitals.nhs.uk/flexibleworking If you have a disability or long-term health condition and require support or guidance please contact [e-mail] If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form. The successful applicant will coordinate and manage an efficient and comprehensive administrative service including being responsible for:

• Providing a professional, efficient and effective Outpatient booking service adhering to National & local timeframes.
• Developing and maintaining professional working relationship with the Outpatient Bookings and Call Centre and reception teams, E-Referrals Manager, Clinic Build team, and the Operational and General Managers for the individual specialties within the Trust.
• Ensuring that Divisional and Trust level developments are disseminated to team members.
• Having a thorough understanding of all Booking policies and procedures including the Trust Access Policy and Outpatient SOP and ensuring this level of understanding is shared by all teams members.
• Ensuring that the data held on the PAS system is accurate, up to date and fit for purpose, applying adjustments to patient pathways where appropriate in line with policy, responding to an undertaking any outcomes of validation and data quality checks.
• Contacting patients to offer appointments, dealing with patients in a professional manner and ensuring patient confidentiality is maintained at all times.
• Relaying sensitive information to patients and carers in relation to waiting times for appointments, dealing with aggressive and antagonistic patients in a calm and tactful manner.
• Dealing with all patient concerns and informal complaints to the service. Supporting the Outpatient Bookings and Request List Manager with any formal complaints received.
• departments.
• Managing own workload with minimum supervision.
• Providing cover for colleagues on Annual leave or sick leave whilst maintaining own duties.
• Maintaining databases and filing systems in a timely and accurate manner, ensuring that other team members can locate information in your absence.
• Attending relevant meetings with other departments and completing weekly reports and monthly, ensuring the necessary statistics and information needed is up to date and available on time.
• Actively contribute to the development of new and more efficient ways of working within the department by reviewing processes that can be improved.
  The successful applicant will need to have excellent communicational skills as they may need to relay sensitive information to patients who are particularly vulnerable.

They will also require excellent organisational skills with advanced IT skills to be able to pick up new IT systems quickly. The ability to be able to attend multiple meetings and to meet deadlines and targets is essential. Previous line management experience is desirable. Core hours: 8 am - 4 pm (half hour lunch break), The successful applicant will need to have excellent communicational skills as they may need to relay sensitive information to patients who are particularly vulnerable. They will also require excellent organisational skills with advanced IT skills to be able to pick up new IT systems quickly. The ability to be able to attend multiple meetings and to meet deadlines and targets is essential. Previous line management experience is desirable.