Complex booker

Princess Alexandra Hospital; Harlow; On-site; GBP 22,000 - 28,000; Full time

Job summary

Princess Alexandra Hospital NHS Trust (PAHT) in West Essex is seeking an experienced administrative professional to manage waiting lists for Consultant Neurologists and coordinate clinic lists in line with national access standards. You will liaise with patients, relatives, GPs, and hospitals to ensure smooth admissions and high standards of service.

The role emphasizes confidentiality, independent judgment, and flexible support across the service to meet patient needs and policy requirements.

Qualifications

• Experience managing waiting lists and adhering to NHS access policies.
• Ability to book patients based on clinical need and template case mix.
• Strong analytical skills to monitor PTL and waiting time standards.

Responsibilities

• Manage Consultant Neurologists waiting lists in line with Government Access standards and PAH policies.
• Coordinate Neurologists’ clinic lists and case mix in clinical/chronological order.
• Maintain patient confidentiality and act as primary contact for patients, relatives, and healthcare staff.
• Monitor PTL daily to ensure standards are not breached and address capacity issues.
• Handle patient inquiries and provide advice regarding admissions and waiting lists.

Skills

Waiting list management

Patient booking

Analytical thinking

Communication

Confidentiality

Independent judgment

Tools

AlexHealth

Job description

Job overview

• Manage the waiting list of Consultant Neurologists, in accordance with Government Access standards and Trust’s Patient Access Policy. Ensuring efficient and effective use of General Neurology and subspecialty Clinics.
• Exercise initiative and use independent judgment and analysis to book patients, dependent on their clinical needs and agreed template case mix.
• Responsible for decision‑making with situations arising from the duties described below to ensure an effective, high quality service for patients.
• To manage the waiting list of Consultant Neurologists using AlexHealth and other relevant electronic booking system, in accordance with PAH Patient Access Policy and to achieve government waiting time standards.
• To be responsible for the addition, removal from waiting list, and recording of all relevant patient information to and from the waiting list. This may be in response to a clinician/patient request, or as judged appropriate by the post holder in order to comply with PAH’s access policy.
• Monitor the Patient Target List (PTL) on a daily basis to ensure Government Access standards are not breached and take appropriate action to resolve any capacity issues.
• To coordinate Neurologists’ clinic lists, including selecting appropriate case mix in clinical/chronological order.

Overview of Responsibilities:

• To ensure that patient confidentiality is maintained at all times.
• Named contact point, liaising with patients and relatives, as well as medical representatives, GP’s/other hospitals, nursing staff and support services to ensure that admission is appropriately planned and managed. This can be face‑to‑face in clinics or over the telephone.
• To provide advice to patients in matters relating to admission and with regard to their position on the waiting list.
• To deal with enquiries from all service users in a helpful, courteous and diplomatic manner
• To ensure a high standard of Customer Service is provided at all times within the Patient Appointment Service in relation to booking complex appointments with patients

Appointment Service in relation to booking complex appointments with patients

• 1. RESPONSIBILITIES
• Required to identify, resolve and pre‑empt any situation that may result in a breach of access targets. Regularly analyze waiting list information to ensure compliance within national waiting time standards.
• To work with all relevant members of Multi‑disciplinary team to ensure that all available lists are utilized to maximum potential, including replacing short‑notice cancellations and identification of vacant sessions.
• Analysis of information regarding waiting lists and identify requirement for additional capacity and flag to relevant Operations Manager in a timely manner to ensure that patients are treated within Access Policy and government waiting time standards.
• Responsible for ensuring information regarding patients’ special needs and/or co morbidities are documented and communicated to relevant wards/departments i.e. MRSA, Diabetic, Latex Allergy etc in a timely manner.
• To ensure that the relevant key stakeholders are kept informed as to any Consultant leave dates and resulting changes to clinics are communicated to all appropriate staff and depts.
• Assist in the training of new member’s complex booking staff.
• To work flexibly according to the needs of the service, including cover for colleagues during periods of leave.
• To complete and manage Patient Treatment Plans (PTPs) as required. These PTP’s assist in the coordination of admission for patients with complex social or medical requirements, or those undergoing a planned sequence of care.
• To handle complaints from key stakeholders, including finding resolution where possible and identifying when management intervention is required
• To work with colleagues to appropriately manage the office environment, including resource management in terms of stationary and general office upkeep.
• To work under own initiative and make confident decisions as required to ensure efficient service.
• To ensure Specialty policies are implemented within own work area and to contribute to suggested changes as required.
• To understand and comply with Private Patient policies and procedures, including arranging additional lists/overruns of existing lists to accommodate these patients and ensuring that appropriate information is shared with finance/Private Patient offices.
• To ensure compliance with all relevant Trust policies, including Health & Safety, Infection Control, Confidentiality, Data Protection, Sickness Absence and Risk Assessment.
• To ensure that additional resources are booked as required by the patient‑e.g. to book transport for them to arrive at the expected time; to arrange interpretation services for all relevant appointment

This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and the manager. All duties must be carried out under supervision or within Trust policy and procedure.

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave—a national programme that’s changing how care is delivered by focusing on prevention, early support, and more joined‑up services across health, social care, and the voluntary sector.

This means we’re working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.

We’re a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.

Join us and help shape the future of care in West Essex.

Detailed job description and main responsibilities

Expand on the duties listed above, providing more context and detail. This section should give a comprehensive view of what the role entails, including any specific expectations, standards, or working conditions.

Example:
The post holder will be responsible for managing their own workload, prioritising tasks effectively, and ensuring deadlines are met. They will be expected to work independently as well as part of a team, demonstrating flexibility and a commitment to high standards. The role may involve working across multiple sites and requires excellent communication and organisational skills.