Oncology Booking Officer

Lancashire Teaching Hospitals NHS Foundation Trust; Preston; On-site; GBP 21,000 - 26,000; Full time

Job summary

Lancashire Teaching Hospitals NHS Foundation Trust in Preston is seeking an administrative bookings contributor to support radiotherapy scheduling and patient communications.

You will handle booking accuracy, appointment letters, and efficient slot management while maintaining confidentiality and professional standards across the Trust.

Qualifications

• GCSE English and Maths at Grade C or above or Level 1 Numeracy and Level 2 Literacy skills.
• Administrative experience and experience of working in a front of house position.
• Experience of use of Office software e.g. Microsoft Word, Excel.
• Desirable: NHS experience, knowledge of medical terminology, and experience with Quadramed, Evolve, MOSAIQ, Varian systems.

Responsibilities

• Book patient planning scans and treatments accurately, and send detailed appointment letters.
• Maximise use of appointment slots and communicate changes to staff.
• Provide information to patients about preparation for examinations and travel instructions.
• Act as a primary contact for cancer teams and monitor waiting times against targets.
• Confidential handling of patient information and escalation of major issues as needed.
• Support performance monitoring and staff training within the department.

Skills

Customer care

Administrative tasks

Education

GCSE English & Maths

NVQ 2 in Office Administration

Tools

MOSAIQ

Quadramed

Evolve

Varian systems

Job description

Detailed job description and main responsibilities

• Responsible for accurate booking process.
• Utilise in-depth knowledge of appointment booking protocols to correctly book patient planning scan, treatment and any associated appointments and send detailed appointment letters containing instructions.
• Ensure maximum utilisation of appointment slots (including cancellation slots) and communicate changes to relevant staff.
• Demonstrate a specialised knowledge of cancer waits and how this affects the booking process, ensuring patients are booked accordingly via MOSAIQ booking system and Harris Flex.
• Use judgement and experience in dealing with patient queries and decide on the appropriate course of action.
• Provide advice and reassurance to patients on preparation for examinations, giving out complex and sensitive information, such as diet and starving instructions.
• Be a point of contact for patient queries relating to their radiotherapy schedule, ensuring a professional manner is maintained.
• Confidently provide information where there may be barriers to understanding.
• Communicate well with and respond to enquiries from the public, medical personnel and a wide range of colleagues at all levels across the Trust.
• Communicate with patients to understand if further investigation is needed prior to ensure appropriateness of booking.
• Recognise the need to involve and liaise with external bodies such as other hospitals, dental surgeries and care homes to obtain the necessary information.
• Demonstrate an approachable and helpful manner at all times.
• Give guidance and support to colleagues in the provision of an efficient service.
• Deal with queries relating to all aspects of the admin function.
• Deal with any problems/queries in a consistent and timely manner, ensuring that all relevant information is provided to assist in a quick resolution to any problem.
• Escalate any major issues, problems or complaints to supervisors, managers or relevant clinicians.
• Maintain confidentiality at all times as required by legislation and Trust policies.
• Support performance monitoring, ensuring patient appointments are booked in strict accordance with booking guidelines, with full regard to cancer and Trust RTT performance measures.
• Document all patient deferrals/amendments to bookings, contact patients to inform them of cancellations at short notice and ensure this information is cascaded appropriately.
• Act as a primary contact for cancer teams, work to ensure waiting times are strictly adhered to and arrange for any necessary adjustments to fall in line with Trust and national targets
• Work alongside teams of staff across the Trust to ensure that all required standards are achieved and maintained to meet departmental and Trust targets.
• Actively participate in the PDP process, undertaking any learning and development opportunities identified.
• Participate in the departments appraisal/monitoring system
• Undertake induction and training of band 2 staff and band 3 colleagues, identifying and carrying out training as required.

Person specification

Qualifications & Education

Essential criteria

• GCSE English and Maths at Grade C or above OR Level 1 Numeracy and Level 2 Literacy skills
• Literacy skills Administrative skills

Desirable criteria

• NVQ 2 or equivalent in Office Administration or similar e.g. CLAIT

Knowledge & Experience

Essential criteria

• Experience of use of Office software e.g. Microsoft Word, Excel
• Previous experience working with the public / customer care
• Administrative experience and experience of working in a front of house position

Desirable criteria

• Experience in similar post in the NHS
• Knowledge of medical terminology.
• Experience with Quadramed, Evolve, MOSAIQ, Varian systems

We are committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership, neurodiversity or veteran status are encouraged to apply for this post. Our Statement on the Recruitment of Ex-Offenders is available