Band 3 Senior Booking Clerk - HV

Birmingham Community Healthcare NHS Foundation Trust; Nechells; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Full NHS terms and conditions incl. 6-

Attractive relocation payment if you移l

Discounts for local and nationalRetail

Dedicated well-being services for all

Flexible working where possible

Job summary

Birmingham Community Healthcare NHS Foundation Trust is seeking a proactive CBS coordinator to support the Central Booking Service within the Children and Families Division. You will help route calls, book appointments, and input clinical activity data on the RiO system, providing a prompt, professional service to parents and carers.

The role requires strong organisational skills, ability to work with diverse professionals, and commitment to high-quality patient care within NHS guidelines.

Qualifications

• 5 GCSE passes including English at C or above.
• RIO experience with patient administration and appointment systems.
• Experience of working with the General Public.
• Ability to work with a wide range of professionals.

Responsibilities

• Provide support to the Central Booking Service and Operational Team Leader for booking and call management.
• Input clinical activity data onto the RiO system promptly and accurately.
• Book appointments and manage cancellations/changes in RiO and CaB systems.
• Call parents/carers of children who have not attended and rebook within targets.
• Coordinate with CBS team to ensure efficient use of clinic slots and respond to queries.

Skills

Experience of working with the General

Ability to work as part of a team

Ability to prioritise workload

Ability to follow tasks through to完成

Education

5 GCSE passes including English

Tools

RIO experience

Job description

Find out more about applying to join Team BCHC.

Join our team

Community services are a key part of the NHS of the future. Be part ofthat future now.Join us and help achieve better care andhealthier communities.

**Previous applicants need not apply**

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 main duties for the post holder will be to provide support to the Central Booking Service and Operational Team Leader in order to provide a prompt and professional appointment booking and call management service to parents/carers/service users. The post holders will work as part of the CBS Team to ensure that calls to Health Visiting Services & School Nursing from parents are routed to the most appropriate clinicians and that patient appointments are booked with parents/carers over the telephone and also on the RIO system in line with the Central Booking Service processes.

The post holder will also ensure that there is prompt and accurate inputting of the clinical activity data onto the RIO system.

Main duties of the job

The Central Booking Service (CBS) is often the first contact a parent/carer will have with the Children & Families Division and may be regarded as the ‘shop window’ for the Community Paediatric, Inclusion Services, ( Hub)Health Visiting Services/School Nursing and Educational Health and Care (EHC). The post holder will be required to provide excellent customer service to all service users ensuring that they are polite and courteous at all times.

The post holder will be responsible for the management of their own workload and will be expected to develop and maintain up-to-date knowledge of all services included within the Central Booking Service (CBS) which will enable them to deal with any service related queries. This is a multi-skilled and multi-tasked role, and therefore the post holder will be expected to rotate with other staff members to cover all areas within the CBS on a regular basis.

Working for our organisation

Be Part of Our Team...

Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehabilitation Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for better care and healthier communities, we want to hear from you.

Detailed job description and main responsibilities

• Responsible for the management of clinics and waiting lists, within Community Paediatrics. Inclusion Services (Speech and Language Therapy, Physiotherapy and Occupational Therapy), (Hub)Health Visiting/School Nursing & EHC
• Prepare and track clinical records for all patients booked within the CBS, ensuring that appropriate records such as referral letters are filed/stored appropriately in accordance with the Trust’s Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to the patients’ appointments
• Responsible for the management and booking of appointments on the Patient Administration System (RiO) system as well as the Choose & Book system
• Responsible for calling the parents/carers of children who have not attended their appointments in order to ascertain the reason why and rebook a new appointment within the appropriate targeted timescales
• Responsible for carrying out any clinic changes/cancellations on the RIO system in accordance with the CBS Standard Operating Procedures (SOP).
• Maintaining Record keeping in Rio & Care Plus for Health Visiting/School Nursing

Appointment/Pre-Clinic Activity

• Booking appointments within the appropriate clinic rules and within appropriate timescales in accordance with the CBS SoP, this will include both making calls to parent/carers as well as receiving calls
• Supporting the directorate on national targets e.g. 18 week Referral to Treatment (RTT), as well as Choose and Book (CaB)
• Ensure Patients are offered a choice of appointment in line with national guidance, wherever possible (see point 2 above). Establishing if parental carers require interpreting services and liaising with Medical Secretaries to make appropriate arrangements.
• Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity. This will include clinics utilisation, reasons for non attendance and rescheduling clinics as required.
• Ensuring all referral letters are date-stamped and registered on the patient administration system RIO, within 24 hours of receipt within the CBS to ensure triage is arranged within the clinic rules. .
• Responsible for collecting missing demographic details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation. .
• Ensure that all clinic slots are fully utilised to avoid wasted capacity, where clinics are underutilised inform the Operational Team Leader or Central Booking Service & Activity Manager for appropriate action
• Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by the clinicians, are offered appropriate revised appointment dates over the telephone in accordance with 18-week rules
• Ensure all appointments made and/or changes made to existing appointments are confirmed by letter and recorded on the Patient Administration System (RiO)
• Ensure all short-notice rescheduling of appointments are completed on RIO and followed up with a telephone confirmation with the parent/carer
• Maintaining and following the Pathway process of the Hub for Health visiting and School Nursing.

Post-Clinic Activity

• Ensure accurate data inputting of the Community Paediatricians clinical activity onto the RIO system in line with the CBS SoP and Trust Targets (no later than day 7 of the end of the working month)
• Liaise with Community Paediatricians, Therapists, Health Visiting/School Nursing Teams and Local Authority regarding any queries with data quality to ensure accurate data is recorded
• Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes
• Provide general non clinical information to patients and staff, while maintaining patient’s confidentiality.
• Responsible for the supervision of the workload and training staff in the Booking Service. This includes covering the work of junior staff when they are on leave
• Taking part in the rotational tasks within the CBS, which includes ensuring all telephone lines are appropriately covered by staff on a daily basis
• Ensure all standard operating procedures and codes of conduct are clearly adhered to and updated appropriately in line with guidance from the Central Booking Service &Activity Manager/Operational Team Leader
• To be involved in, and to undertake, audits and validation/actioning of reports as appropriate, also reviewing work carried out by junior staff
• Ensure that high levels of confidentiality, in accordance with the Data Protection Act and Caldecott Principles, are adhered to at all times
• Partaking in an annual appraisal and agreeing a personal development plan which will
  include; attending all mandatory training and participating in meetings as appropriate
• To take part in any ‘pilots/trials’ of new technology in relation to clinic activity collection
• Receiving complex and/or sensitive information regarding patients including Child Protection referrals.
• Make up Patient Notes for all new patients and ensure their dispatch to the appropriate clinic
• Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy
• The post holder will be responsible for updating RIO following notifications of death by GPs and/or relatives
• Post holder will ensure to follow the escalation policy (part of the SoP) to ensure that any issues with clinic times, waits, data inputting are raised with the CBS Team Leader and Management at all times.
• Following the Hub pathway processes for Health Visiting and School nursing

Qualifications

• 5 GCSE passes including English at C or above or relevant administrative experience or qualifications
• RIO experience

Experience

• Experience of working with the General Public

Skills

• Competent in working with a wide range of professionals

Personal Qualities

• Ability to work as part of a team
• Ability to prioritise workload and use own initiative
• Ability to follow tasks through to completion

In accordance with UK Home Office requirements, Band 2 clinical and non-clinical roles and Band 3 Non-Clinical roles are not eligible for sponsorship.

Please note that the majority of non-clinical roles (Agenda for Change Band 3 - 6) with the exception of those which appear on this list - link , will not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK.

All non-clinical roles (Agenda for Change Bands 7 - 9) that meet the prescribed skill level (RQF 6) and salary threshold will be eligible for sponsorship.

The Trust will accept applications from candidates who can evidence their right to work in the UK or via alternative visa routes.

Disability Confident Employer and Guaranteed Interview Scheme

BCHC offers a guaranteed interview to any candidate who is Disabled, Neurodiverse, has a hidden or long term health condition as recognised under the Equality Act 2010, providing they meet the essential criteria of the job role, as set out in the person specification. We encourage applicants to submit their applications and to request any reasonable adjustments where required.

Equality, Diversity and Inclusion

As part of our ongoing commitment to being a Great Place to Work, we actively foster and support a workplace culture that is inclusive and equitable for all staff, patients and service users.

We are dedicated to creating an inclusive environment where everyone feels welcomed and valued. We encourage applications from individuals of all backgrounds, including those with diverse abilities, experiences, and perspectives.

We are also dedicated to supporting the career progression of colleagues from underrepresented backgrounds into this role and more senior roles within the Division and the wider organisation.

Promoting Workforce Equality

In response to data held by BCHC which demonstrates that individuals from particular protected characteristics are under-represented, BCHC are striving to redress these imbalances. In order to do this, the Trust is committed to the employment and career development of individuals with these protected characteristics. As part of this commitment and given this under-representation, the Trust guarantees an interview to any applicants from under-represented groups for positions at Band 8a and above whose application meets the essential criteria for the post as detailed on the Person Specification.

The Trust is currently under-represented in terms of people who identify as Black, Minority Ethnic (BME) and welcomes applicants from these communities. Selection will be on the basis of merit. In order to ensure the diversity of our workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

DBS Costs

Please be aware that all new employees starting work with the Trust will be charged for the cost of the role ... The total costs are £26.40 for a standard check and £54.40 for an enhanced check. The level of check will be determined by the post you are applying for. For bank Workers the full cost of the DBS check (as detailed above) will be deducted from your pay following completion of your online mandatory training. No payment will be made for your online training until it is all complete and verified by the Temporary Staffing Team. Please note: You will not be able to work any bank shifts until you have completed your mandatory training, and your DBS is in place.

Flexible Working

Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and, where possible (given our range of services and community settings) dependent upon the requirements associated with the role, will actively consider requests made and support these where practically possible. This may include hybrid patterns of working to enable colleagues to request the flexibility of a mixture of home/base working.

In accordance with the NHS People Promise, the Trust is committed to facilitating a healthy work/life balance that is essential to health and wellbeing and to making BCHC a ‘Great Place to Work’. We will be happy to discuss and consider all requests relating to working patterns and hours at your interview so please do ask!

Birmingham Community Healthcare NHS Foundation Trust acknowledges Artificial Intelligence (AI) or Generative AI (GenAI) tools such as ChatGPT, Claude, Copilot, Gemini etc; are powerful tools that can help you in various stages of your job application and how they can be used in certain circumstances during your application process with BCHC. You can read more about acceptable use on our internet pages here

Benefits of working for us:

• Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements
• Attractive relocation payment if you relocate to the local area.
• Discounts for local and national retailers
• Dedicated well-being services for all employees
• Flexible working where possible

Birmingham Community Healthcare NHS Trust
3, Priestley Wharf
Holt Street
Birmingham Science Park
B7 4BN

Office hours: Monday to Friday: 8.30 am - 5.00 pm

Our patients and their carers and families are the reason we're here, so we want to hear your views about the Trust and our services.