Receptionist - Appointment Clerk - CDC

Cardiff and Vale University Health Board; Southend-on-Sea; On-site; GBP 21,000 - 24,000; Full time

Job summary

Mid and South Essex NHS Foundation Trust is seeking Booking Clerks for the Radiology Department to provide administrative support for appointment management. You will join a friendly team, cover colleagues as needed, and help reduce waiting times for patients at our Britannia House site in Southend.

Role requires NHS experience and demonstrated ability in a busy customer-focused environment, with careful attention to patient communication and service standards.

Qualifications

• GCSE Maths and English or NVQ level 2 clerical or equivalent experience.
• Experience in a busy, pressurised customer-focused environment.
• NHS experience and familiarity with care pathways.

Responsibilities

• Liaise with patients regarding imaging appointments verbally and in writing.
• Respond to patient enquiries about allocated appointments and attendance.
• Support Radiology staff with attendance and non-attendance to planned appointments.
• Follow departmental standards to book appointments and adjust when needed.
• Liaise with senior team to arrange urgent/unplanned appointments.
• Keep senior staff informed about KPI breaches to minimise risk.
• Escalate recurring issues for service review and improvement.
• Book clinics in line with staff availability and perform cancellations/re-bookings as directed.

Skills

Customer service

Written communication

NHS experience

Appointment scheduling

Education

GCSE Maths & English or NVQ Level 2

Tools

PAS Careflow

Electronic Referral Service

Job description

Mid and South Essex NHS Foundation Trust are seeking Booking Clerks to join our Radiology Department to offer a high standard of administration support to appointment management. You will work as part of our friendly administration team to provide cross-cover to colleagues as required in times of peak demands and staff absence. Your role is vital in helping us see our patients in a timely manner and the reduction of the waiting lists. Please be aware that this role DOES NOT meet the Salary requirements for the Trust to sponsor therefore applicants must have an unrestricted Right to Work in the UK. Your role will be based at our Britannia House satellite site in Southend.

Responsibilities

• Liaise directly with patients regarding imaging appointments both verbally and in written format.
• Respond to patient / carer enquiries regarding allocated appointment or attendance on site; providing information as required, resolving straight-forward queries in line with departmental protocols.
• Support with Radiology clinical and administration staff in line with protocols regarding attendance and non-attendance to planned appointments.
• To follow departmental standards in booking appointments ensuring that patients are appropriately supported when arrangements need to be adjusted.
• Liaise with senior team members to facilitate urgent and unplanned appointments as required.
• Ensure that senior team members are regularly advised about patients breaching key performance indicators (KPIs) thereby minimising clinical risk.
• Escalates repetitive issues to senior team members to ensure that the service offered is regularly reviewed, assessed and revised in keeping with high quality patient experience.
• Liaise with senior team members to ensure that clinics are booked in line with clinical staff availability. As directed, undertake clinic cancellations, re-booking patients as directed.

Qualifications

• GCSE Maths and English or NVQ level 2 clerical or equivalent experience, Experience of working in a busy, pressurised customer focussed environment, Demonstrable experience in customer / patient focused role
• NHS Experience
• Experience in use of PAS Careflow and the electronic Referral Service, Good written communication skills demonstrated through application form

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.