Booking Centre Administrator

The Great Western Hospitals NHS FT; Swindon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare provider in Swindon is seeking a professional individual to provide excellent service when booking outpatient appointments. This role involves managing patient inquiries, scheduling appointments according to policy, and ensuring all necessary documentation is completed promptly. Strong communication and organizational skills are essential, as is a commitment to delivering high-quality service. This position is an opportunity to contribute positively to patient care within the healthcare system.

Qualifications

• Excellent communication and customer service skills.
• Ability to manage and prioritize appointments effectively.
• Familiarity with referral processes and booking systems.

Responsibilities

• Provide call center telephone coverage for patient appointment inquiries.
• Book new and follow-up outpatient appointments following policy guidelines.
• Negotiate appointment dates and times with patients.

Job description

To provide an excellent, professional and friendly service to patients when booking their Outpatient appointments, booking first and follow-up appointments in accordance to national Referral to Treatment guidance and Trust policy on fair access to appointments for patients, including administering direct booking e-referral appointments. Ensuring that the administration associated with the patient appointment is completed accurately and in a timely manner, and follows Trust and departmental policies and procedures.

Responsibilities

• Following the daily departmental rota, provide call centre telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
• Using waiting lists, on hold reports and other tracking reports, book new and follow-up outpatient appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailing service, and following guidance in the Elective Access, Booking and Choice Policy.
• Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician, or length of time for the appointment, in line with the Trust's Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
• Adopt good customer care practice to provide a high-quality service for users of the Booking Centre, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GP's, nursing homes and relatives.

  "Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives."