MCSI Booking Co-ordinator

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust; Oswestry; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading orthopaedic hospital in Oswestry is seeking a dedicated MCSI Booking Co-ordinator to manage patient appointments and ensure efficient service delivery. The role requires excellent multitasking skills and the ability to work in a high-pressure environment. Experience in outpatient coordination is advantageous. This position focuses on improving patient flow and requires familiarity with various healthcare systems. Join a team committed to excellence and patient care.

Qualifications

• Experience in outpatient booking/co-ordination is beneficial; training will be provided on relevant systems.
• Willingness to learn and maintain knowledge of systems and Trust policies.

Responsibilities

• Manage the outpatient pathway from acceptance of the referral through to the outpatient appointment.
• Contribute to the efficient running of designated clinics.
• Maintain a clear and robust outpatient waiting list.
• Communicate with patients to agree appointment dates.
• Highlight referrals requiring urgent attention.

Skills

Ability to work in a fast-paced environment

Multitasking and prioritization skills

Knowledge of booking systems (Lorenzo, E-referral)

Tools

Lorenzo

E-referral

Image Exchange System

Electronic Patient Record

Job description

Overview

We are seeking an enthusiastic and dedicated individual to join our MCSI booking team at The Robert Jones and Agnes Hunt Orthopaedic Hospital.

The MCSI Booking Co-ordinators provide a patient-focused and responsive point of contact for patients, ensuring all appointments are booked within specified time limits. They will manage delegated responsibility in operating a partial or full booking process, receiving paper and electronic referrals for Outpatients and readmitted inpatients.

Under current Home Office Immigration Rules, this role does not meet the UK Visas and Immigration criteria and is not eligible for sponsorship. Applications from candidates requiring skilled worker sponsorship will NOT be shortlisted.

Responsibilities

• Manage the outpatient pathway from acceptance of the referral through to the outpatient appointment, ensuring bookings align with Consultants protocols, booking policies and procedures.
• Contribute to the efficient running of designated clinics and maintain good working relationships with Access staff, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals and GP Practice staff.
• Maintain a clear and robust outpatient waiting list, monitor clinic capacity, and work with the Operational Manager to ensure all patients on the waiting list are treated.
• Add patients to the outpatient waiting list from referrals, ensure information is entered into the Lorenzo system, and request images when necessary. Recognise red flag symptoms and escalate to consultants as required.
• Maintain knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Internal Patient Waiting Lists and Bluespier; gain competence in PAS systems; comply with Trust Patient Access Policy.
• Communicate with patients to agree appointment dates within designated waiting times, provide general information about appointments and locations, and send relevant paperwork.
• Highlight referrals requiring urgent attention and coordinate with medical/divisional teams to arrange appropriate bookings.
• Monitor Patient Tracking Lists (PTL) for designated specialties, track and close patient episodes, and ensure waiting times targets are met.
• Support patients by escalating concerns to Consultants and the safeguarding team when necessary.
• Ensure relevant documentation is scanned onto EPR and filed appropriately; liaise with Team Leader for updates on waiting times and improvements to waiting list management.
• Plan with consultants regarding appointments to prioritise work and optimise clinic capacity; rearrange or cancel clinics as directed to ensure full utilisation of remaining clinics.
• Provide information for clinicians about waiting lists and offer a high level of customer care to patients and staff regarding outpatient processes.
• Liaise with the Operational Manager to ensure clinics are utilised efficiently and notify Consultants of factors affecting their clinic.
• Deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.
• Coordinate with the discharge team to book follow-up appointments as required, balancing clinic capacity and Consultant availability.
• Escalate issues to Consultants, Operational Management and/or Team Leader; manage anxious patients with empathy and give clear information about delays when necessary.
• Manage the MCSI inbox and personal email, respond promptly and accurately.
• Participate in training within the Department and maintain the training matrix; keep Lorenzo and patient details up to date.
• Coordinate changes and cancellations with the Operational Manager/Team Leader to reallocating resources as needed; liaise with other Hospitals to forward notes and x-rays when necessary.
• Maintain physical waiting list filing and general healthcare record filing; provide support to the Operational Manager and Team Leader.
• Contribute to general administration duties (answering phones, cancellation emails, post, date stamping, scanning) and participate in service improvement plans and policies for Outpatients.
• Participate in mandatory training and induction programs, staff appraisals, and objective setting; expect concentration for lengthy periods and frequent interruptions from patients and colleagues.
• Ensure communications and data storage comply with Trust policies and GDPR; contribute to outpatient waiting list and in-patient pathway management as required.

Qualifications and Requirements

• Ability to work in a fast-paced, busy environment and to multitask and prioritise workload, within a multi-disciplinary team.
• Willingness to learn and maintain knowledge of systems (Lorenzo, E-referral, Image Exchange, EPR, Spinal Portal, PAS, Bluespier) and to work within the Trust Access Policy.
• Experience in outpatient booking/co-ordination is beneficial; training will be provided on relevant systems.

Additional Information

Important: Your application form must include a complete record of your employment history and explanations for any gaps. The Trust reserves the right to withdraw an employment offer or terminate employment if information is false or misleading. The Trust also reserves the right to close this job advert early if sufficient applications are received.

For Information: The Robert Jones and Agnes Hunt Orthopaedic Hospital NHSFT embraces diversity and inclusion. We are committed to ensuring disabled workers are not disadvantaged when applying and will consider reasonable adjustments under the Equality Act 2010. Recruitment on behalf of RJAH is conducted by Midlands and Lancashire Commissioning Support Unit (MLCSU). Further information on data management is available in the Privacy Notice and in the MLCSU Trac recruitment system terms. If offered a job, information will be transferred to the NHS Electronic Staff Records system.

The RJAH NHS Foundation Trust is a leading orthopaedic hospital with a strong reputation for care, research and development. Our values are: Friendly, Caring, Excellence, Professional and Respect.