Booking Clerk

Liverpool Women's NHS Foundation Trust; Liverpool; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare provider in Liverpool seeks a Booking Clerk for the Patient Access Centre. The role requires excellent communication skills, computer literacy, and managing appointment scheduling while ensuring high standards of customer service. Working hours are Monday to Friday, with shifts between 8am and 6pm. This is a fixed-term position.

Qualifications

• Ability to manage a high volume of phone calls.
• Ability to quickly learn various systems.

Responsibilities

• Manage Outpatient Appointment phone line.
• Book and schedule patient appointments.
• Handle enquiries related to appointment booking.

Skills

Excellent communication

Customer service skills

Computer literacy

Tools

e-Referral

Hospital PAS

Outlook

Excel

Job description

Overview

Liverpool Women’s NHS FT became part of NHS University Hospitals of Liverpool Group (UHLG) in November 2024, following the coming together with Liverpool University Hospitals NHS FT. UHLG was born from a shared aim to improve the care we provide to our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues who are dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, UHLG is also their local NHS, providing general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

At Liverpool Women’s Hospital, each year we deliver approximately 7,500 babies, carry out around 50,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly and premature newborns, perform around 1,000 IVF cycles, and conduct over 4,000 genetic appointments.

We believe that this, along with a strong dedication to research and innovation, makes us the specialist health provider of choice in Europe for women, babies and families.

Liverpool Women’s has an excellent reputation and is a centre of excellence. It is an exciting environment to work in and a great place to develop your career for many years to come.

We invite you to review why Liverpool Women's Hospital is a great place to work: Video: https://vimeo.com/556197652

We reserve the right to close any vacancies from further applications when we have received sufficient applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.

Job overview

An exciting opportunity has arisen for a Booking Clerk to join the Patient Access Centre team at Liverpool Women’s Hospital on a fixed-term basis.

The post holder will be responsible for managing the Outpatient Appointment phone line, as well as booking and scheduling patient appointments to ensure an efficient and patient-focused service.

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The successful candidate will be an excellent communicator and will be computer literate with the ability to quickly learn several different systems, including e-Referral, Hospital PAS, Outlook and Excel.

A large proportion of the Booking Clerk's role is to be the first point of contact for our patients over the phone, therefore, a very high standard of customer service skills are required, an exceptional telephone manner and a calm, understanding and caring nature. Patient Access Centre manage a high volume of calls coming through daily and the post holder will be required to support with the chronological booking and scheduling of clinic appointments.

If you are looking to embark on a career in the NHS and feel that you meet the criteria in the job description, we want to hear from you!

The working hours for the post are Monday to Friday, shifts work between hours of 8am - 6pm

Thank you for your interest in this post.

Responsibilities

Detailed job description and main responsibilities

• Undertake booking and scheduling of appointments to a range of services including community, outpatients, imaging and admission appointments in line with Trust policy and standard operating procedures. This includes the processing of cancellations of appointments by the patients and the hospital.
• Monitor and extract referrals from systems such as Choose and Book ensuring that referral accept/reject timescales are adhered to.
• Escalate issues related to the booking and scheduling of patient appointments in agreed timescales to supervisory and management staff.
• Undertake bookings on the ambulance transport system to facilitate the patient’s attendance, request interpreters and inform the patient records department of appointments booked with short notice as required.
• Handle enquiries from patients and staff in relation to appointment booking and scheduling through a variety of media although predominantly through telephone.
• Maintain an up to date electronic and paper office filing system appropriate to the relevant department and undertakes filing in patient records in accordance with the Trusts Records Management Policy and the filing responsibilities for each clinical area.
• Use Trust Booking and Scheduling systems to undertake bookings into community, outpatient, imaging and admission appointments including the entry and processing of patient data.
• Use Trust systems including waiting list and patient tracking list information to ensure patients are booked and scheduled in the correct order.
• Ensures data entry onto Trust systems is consistent with workflows and follow standard operating procedures.
• Follow Trust policy in relation to processes for assessment and management of potential overseas visitors including the accurate recording of information and escalation of concerns to the line manager.
• Provide non-clinical advice to patients in relation to appointments and admissions.
• Use local and national systems such as the NHS Spine, Choose and Book, Ideas, CRIS, Meditech and other systems to enable booking and scheduling of appointments.
• Follow departmental policies and standard operating procedures for the undertaking of work tasks and duties.
• Support Trust and departmental processes for the review and management of data quality issues related to booking and scheduling activity.
• Deliver a high-level of customer service in all interactions with patients, their relatives, carers and staff to ensure the highest standards in respect of patient privacy and dignity.

Other responsibilities

• Operate within the required behaviours and values of the Trust leading by example in the delivery of the service’s performance.
• Manage work load in agreement with line manager.
• Communicate and establish working relationships as appropriate in relation to workload, activities and job role with colleagues within the service and wider Trust.
• Undertake general administration support within the service as required and directed by the line manager.
• The content of this Job Description represents an outline of the post only and is therefore not a precise catalogue of duties and responsibilities. The Job Description is therefore intended to be flexible and is subject to review and amendment in the light of changing circumstances, following consultation with the post holder.

Posts advertised to internal staff are open to employees of hospitals within University Hospitals of Liverpool Group and you should confirm your employment within your application form.

Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria.

Liverpool Women's NHS Foundation Trust has a responsibility and is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and for ensuring that they are protected from harm. Every employee of the Trust has a responsibility and is duty bound always to act in the best interest of a child or adult about whom we may have concerns.

Trust policy requires the cost of DBS applications be recovered via salary. The amount of £21.50 (standard) or £41.50 (enhanced) can be deducted from salary, in manageable monthly instalments for up to 3 months following commencement in post. DBS applications submitted from 2nd December will be subject to the new DBS fee of £26.40 (standard) and £54.40 (Enhanced).

The Trust is committed to creating a well-managed, flexible working environment that supports staff & promotes welfare & development. We are committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We operate Zero Tolerance to aggression, violence, bullying and harassment. We will make reasonable adjustments to ensure our recruitment & selection process is accessible to all. Flexible Working applications will be considered.

If you are disabled and have special support needs in applying for a job, attending for an interview or in undertaking any tests as part of a selection process, please contact the Trust’s recruitment team on 0151 7064666 and someone from that team will ensure that the recruiting manager is aware of your particular needs.

Please Note: new entrants to the NHS will normally commence on the first paypoint of the relevant band.

LWH has a responsibility & is committed to safeguarding & promoting the welfare of children, young people & vulnerable adults & for ensuring that they are protected from harm. Every employee of the Trust has a responsibility & is duty bound always to act in the best interest of a child or adult about whom we may have concerns.

Liverpool Women’s Hospital is committed to having a workforce that is representative of the communities we serve. To this end, we particularly welcome applicants from racially minoritised backgrounds, who have a disability, or are members of the Armed Forces, Reservists or Veterans.