Booking Team Senior Clerical Officer

STOCKPORT NHS FOUNDATION TRUST; Stockport; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading healthcare trust in Stockport seeks a dedicated individual to manage outpatient appointment administration. You will play a key role in ensuring appointments are scheduled efficiently while providing excellent customer service to patients. Responsibilities include managing the outpatient waiting list, handling patient referrals, and responding to enquiries. Ideal candidates will possess excellent communication skills, be able to work flexibly, and have a keen attention to detail. Join us in making a positive impact on patient care.

Benefits

27-33 days of annual leave plus bank holidays

NHS pension scheme membership

Salary sacrifice schemes for lease cars and electronics

NHS Staff discounts

Cycle to work scheme

Salary finance services

Local financial advice through Stockport Credit Union

Qualifications

• Strong communication skills to manage patient interactions effectively.
• Flexibility to work independently and as part of a team.
• Attention to detail in data collection and recording is essential.
• The ability to learn quickly and adapt to new systems.

Responsibilities

• Manage daily appointment administration in the outpatient team.
• Monitor and manage the outpatient waiting list efficiently.
• Ensure full utilization of all clinics.
• Process patient referrals accurately into the trust.
• Handle difficult enquiries professionally to maintain customer satisfaction.

Skills

Excellent communication skills

Ability to work independently

Attention to detail

Proactive attitude

Job description

Stockport NHS Foundation Trust is a dynamic integrated Trust with integrity and vision.

The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trust's policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.

In your application for this post, please describe how your experience and skills align with 'Our values-based behaviours' and provide examples. We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Responsibilities

• Take part in managing, on a daily basis, all appointment administration undertaken within the Outpatient Booking Team
• Manage and monitor the outpatient waiting list
• Book appointments
• Ensure that all clinics are fully utilized
• Process patient referrals into the trust
• Answer incoming calls from all our customers in a professional and appropriate manner and assist with specific enquiries
• Make outgoing calls, negotiating appointment dates and times with patients
• Deal with and respond to complaints in a positive manner
• Access and update various IT systems i.e. the Trust Patient Administration System, the national Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and other IT systems
• Ensure accurate and quality data entry at all times
• Register referrals from all sources on the patient administrative system (PAS) and book appointments in accordance with clinical need and within local and national targets
• Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using PAS and the national E-Referral Service systems to record appointments made
• Manage the Envoy reminder service responses
• Offer appointments to suspect cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database
• Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List
• Scan/upload all new referrals to the Evolve scanning system
• Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department
• Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action
• Input, monitor and manage patient information on various IT systems
• Discharge old and expired episodes on PAS, completing and updating the patient's pathway
• Liaise with referrers/ GP practices regarding incorrect patient information or referrals
• Liaise with multidisciplinary internal teams regarding clinic utilisation
• Cancelling clinics for clinical staff leave including emergency cancellations
• Escalating concerns and lack of capacity to the relevant business groups

Qualifications

• Excellent communication skills
• A flexible approach to work and the ability to work independently and as part of a team
• A keen eye for detail in data collection and recording
• Quick learner
• Proactive
• Full training will be given to the successful candidates in the relevant systems

Benefits

• Between 27-33 days of annual leave plus bank holidays
• NHS pension scheme membership
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• NHS Staff discounts
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union - for local financial advice

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