Outpatient Booking Clerk[based now in Brighton, RSCH]

University Hospitals Sussex NHS Foundation Trust; Worthing; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established industry player in healthcare is seeking a dedicated Outpatient Booking Clerk to join their dynamic team. In this pivotal role, you will enhance the efficiency of the outpatient booking service, ensuring a seamless experience for patients and clinical teams alike. Your responsibilities will include managing appointments, addressing patient queries, and maintaining high standards of communication. This role offers a chance to contribute to the well-being of the community while enjoying the support of a diverse and inclusive workplace. If you are passionate about patient care and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Flexible Working

Wellbeing Programme

Buddy System for New Members

Diversity and Inclusion Initiatives

Qualifications

• Experience in a high-volume patient/customer contact center.
• Ability to communicate effectively with patients and staff.

Responsibilities

• Book patient appointments and handle queries efficiently.
• Ensure patients are assigned to the correct clinic on first attempt.

Skills

Computer Skills

Verbal Communication

Written Communication

Patient Administration System

Knowledge of RTT Pathways

Job description

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Outpatient Booking Clerk [based now in Brighton, RSCH]

Band 3

Main area Clerical Administration Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week Job ref 279-6650663-DEC24

Employer 279 University Hospitals Sussex NHS Foundation Trust Employer type NHS Site Royal Sussex County Hospital Town Brighton Salary £24,071 - £25,674 per annum, pro rata Salary period Yearly Closing 06/01/2025 23:59

About our Trust

At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute Trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.

Our hard-working, talented and dedicated people work together towards a common goal – to always put our Patient First. In fact, our mission is summed up by our ‘where better never stops’ motto and you will play a part in driving us forwards and in improving the lives of patients across Sussex.

At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.

We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work-life balance - because we know that to look after others we must first look after ourselves.

As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.

We look forward to receiving your application and the start of your journey with UHSussex.

Job overview

University Sussex Hospitals Trust is recruiting for its busy elective outpatient booking service. The overall aim of the booking centre is to improve the efficiency of the service and the quality of the patient experience and has five key objectives:

The post holder will be expected to provide a service to all Trust-wide clinics.

An up-to-date knowledge of outpatient clinics will be required to enable the post holder to make, amend, and cancel appointments and handle straightforward queries in outpatient specialties as this will become a multi-skilled role; the post holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic/specialty. The role will range from the registration of a new patient, handling GP and patient queries for clinics, making appointments using Trust systems such as full and partially booked appointments. Main duties will be answering telephone calls from patients or GP’s wishing to make or change appointments or making general enquiries.

Main duties of the job

• Ensuring all patient appointments are booked on receipt of referral and triage.
• Ensuring patients are assigned to the right clinic first time.
• Ensuring an efficient telephone service is maintained.
• Minimising short notice cancelled clinics and optimising clinic capacity.
• Introducing a patient-focused booking program.

Working for our organisation

At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.

We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work-life balance - because we know that to look after others we must first look after ourselves.

As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.

We look forward to receiving your application and the start of your journey with UHSussex.

Detailed job description and main responsibilities

We are looking for booking clerks to assist the operational services manager to deliver a gold standard booking service for our patients and a gold standard clinical administration service for our clinical teams.

You will have experience of working in a high volume patient/customer contact centre, ideally in an acute hospital environment.

Person specification

Skills and Experience

• Good standard of computer skills – full training will be given on the patients administration system.
• Excellent verbal and written communication skills with the ability to communicate with patients/service users and staff at all levels of the organisation.
• Experience of using the patient administration system.
• Knowledge of RTT Pathways and NHS targets.

Equality, Diversity and Inclusion

• Evidence of having championed diversity in previous roles (as appropriate to role).
• Evidence of having undertaken own development to improve understanding of equalities issues.

Important information for applicants

Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.

DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check. We make offers in line with the Rehabilitation of Offenders Act 1975.

Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for those that meet the Visa and Immigration eligibility criteria. For further information please visit the gov.uk website searching for Skilled Worker.

Closing adverts early: Please apply as early as you're able for this role. In the event of exceptional interest we may close adverts earlier than specified.

UHSussex reserves the right to close the role early if we receive a high volume of applications.

Further Information

For help with the application process for non-medical vacancies only, please contact the Resourcing Team by Email: [e-mail]

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.