Booking clerk

Betsi Cadwaladr University Health Board; Llandudno; On-site; GBP 18,000 - 21,000; Full time

Job summary

The Betsi Cadwaladr University Health Board (North Wales) is seeking an administrator with Welsh language skills to manage referrals and bookings in a busy centralised booking service. The role supports medical secretaries, chasing investigations, filing, tracking notes and typing patient letters.

You will operate within a multidisciplinary team, use PABC procedures and local systems to ensure timely appointments while maintaining patient confidentiality and high standards of service.

Qualifications

• Essential criteria include good general education and experience in hospital/GP or call centre environments.
• Strong interpersonal and clerical skills with ability to manage busy workflows and maintain confidentiality.
• Welsh language ability is essential for this post.

Responsibilities

• Provide first point of access administration for all referrals into the PMRC.
• Act as first point of contact for all enquiries and referrals into the Trust.
• Use local patient administration systems to manage referrals, waiting lists and appointments.
• Plan and prioritise workload to meet agreed timescales and escalate when needed.
• Handle telephone enquiries tactfully while maintaining patient confidentiality.

Skills

Interpersonal skills

Administrative duties

Multitasking ability

Education

GCSE Maths & English

Tools

WPAS

Excel

Databases

Microsoft Office

Job description

Job Overview

The ability to speak Welsh is essential for this post Working in a highly pressurised booking centre, within a busy call centre environment, to provide an accurate and prompt administrative function to facilitate the delivery of a professional, efficient and effective centralised booking service, for a variety of outpatient clinics.

The ability to speak Welsh is essential for this post Working in a highly pressurised booking centre, within a busy call centre environment, to provide an accurate and prompt administrative function to facilitate the delivery of a professional, efficient and effective centralised booking service, for a variety of outpatient clinics. The person will be required to provide support to the medical secretaries, with chasing investigations, filing, tracking notes and typing patient letters. Using own initiative in sometimes complex situations to ensure that patients are booked in line with Local and National Access Targets. Work as part of a multi disciplinary team, supporting other team members to deliver the Access targets and a patient focused booking service. To be part of a cohesive and integrated admin function to the service

Main duties of the job

Provide ‘first point of access’ administration for all referrals into the PMRC . Act as first point of contact for all enquiries and referrals into the Trust. Use of local patient administration systems to manage all referrals, waiting lists and appointments for all patients in a timely manner. Manage own work load with minimum supervision. Staff will work to clearly defined PABC operational procedures, protocols and BCUHB policies. They will use their own initiative when dealing with problems to assess when escalation is required. Must have the ability to plan, prioritise and when necessary re-prioritise their own workload to ensure agreed timescales are achieved. Answer all telephone enquiries into the department promptly, dealing with queries, progress chasing in a tactful, professional manner and ensuring patient confidentiality is maintained. Frequently dealing with interruptions from a variety of heath care professionals. Using judgement, empathy and tact to assess situations as they arise and take the appropriate action, escalating to the appropriate manager when necessary

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework. Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Person specification

Qualifications

Essential criteria

• Good General Standard of Education (e.g. GSCE Maths and English A-C and above or equivalent)

Desirable criteria

• Understanding of basic Medical Terminology

Experience

Essential criteria

• Experience of working in an acute hospital/GP practice or Call Centre environment


• Experience dealing with the general public

Desirable criteria

• Experience of working directly with clinical/consultant staff

Skills

Essential criteria

• Excellent interpersonal skills in order to deal with clinicians, senior managers and clerical staff


• Able to concentrate on Administrative duties in an unpredictable environment, ability to manage work with constant interruptions from patients, medical staff and external agencies

Desirable criteria

• Competent in the use of Microsoft office

Knowledge

Essential Criteria

• Familiarity with waiting list administrative procedures and policy issues


• Knowledge of WPAS or other patient administration systems or experience using data bases and excel to sort and filter data fields

Other Requirements

Essential criteria

• Ability to speak Welsh