Senior Booking Clerk

Liverpool Heart and Chest Hospital NHS Foundation Trust; Liverpool; On-site; GBP 25,000 - 27,000; Full time

Job summary

Liverpool Heart and Chest Hospital NHS Foundation Trust is seeking a dynamic booking administrator to support the Thoracic Service from referral through to outpatient appointment. You will manage referrals, coordinate appointments and diagnostics, and help reduce RTT waiting times.

Excellent communication, IT literacy, and experience with appointment systems are essential. NHS experience and the ability to work in a busy team are advantageous.

Qualifications

• Experience with outpatient booking and administrative practice.
• Familiarity with medical terminology and NHS processes.
• Ability to handle sensitive patient information with confidentiality.

Responsibilities

• Deliver an effective outpatient booking service for the Thoracic Service.
• Be first point of contact for patient calls and enquiries.
• Support management of clinic templates and appointment scheduling.

Skills

Excellent communication

Interpersonal skills

Prioritisation

Reliability

Organisational skills

Time management

Problem solving

Education

Microsoft Word

Tools

Appointment booking software

Job description

Employer Liverpool Heart & Chest Hospital NHS Foundation Trust Employer type NHS Site Liverpool Heart and Chest Hospital Town Liverpool Salary £24,937 - £26,598 Per annum Salary period Yearly Closing 19/10/2026 23:59

Band 3

As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision'to bethe best cardiothoracic integrated healthcare organisation'.

We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine including adult cystic fibrosis and diagnostic imaging, both in the hospital and out in the community.

We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortic surgery.

Heart and lung disease continue to be amongst the biggest killers in the UK and the communities we serve are marked by increased prevalence of cardiovascular disease, higher levels of heart failure, hypertension, coronary artery disease and an ageing population.

Our reputation for strong performance is important in delivering thebest carefor our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and facilitated by technology. New and upgraded clinical areas are designed with patients and families fully involved to deliver their needs.

As part of our long term plan, we aim to form strong clinical and organisational relationships where possible. There is clear evidence that partnerships improve patient care and enhance quality and we aim to collaborate with a range of other providers and professionals with the aimto extending access and improve quality.

Our vision is underpinned by five strategic goals:

• Quality:to deliver the highest quality, safest and best experience for patients and their families by providing reliable care
• Service and Innovation:to develop our service portfolio for patients by developing innovative models of care
• Value:to maintain financial viability, enhance service delivery and develop new models of care to improve the health of our patients and safely reduce costs
• Workforce:to be the best NHS Employer by 2019 by attracting and retaining the best staff to deliver excellent patient care
• Stakeholders:to develop productive relationships with key stakeholders in order to enhance our profile and reputation.

Our Mission

“Excellent, Compassionate and Safe care for every patient, every day”

Job overview

The Thoracic Service is looking to recruit a dynamic, committed and patient focused individual to support the delivery of a comprehensive and efficient booking service for all patients from point of referral through to outpatient appointment. The successful candidate will fulfil a vital role in supporting patient referral management, coordination of appointments, availability of diagnostics and test results, and facilitation of RTT waiting times. Excellent communication and initiative is required, whilst ensuring data quality is completed to high standards. The role will involve close working with various administrative an clinical teams. Computer literacy is essential as the use of Microsoft Office and multiple hospital systems is required on a daily basis.

Main duties of the job

To provide an effective and efficient booking service

To be the first point of contact for patient calls.

Principle Accountabilities:

• Delivering an outpatient appointment service for all new patients referred to the Thoracic Service within the Trust.
• Collaborating with the Surgical Operational Support Manager and Senior Operational Manager to ensure optimal use of outpatient capacity through careful monitoring of clinic schedules.
• Managing patient enquiries and directing calls to the appropriate team members.
• Supporting the management and maintenance of clinic templates as a key operational function.

Working for our organisation

As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision 'to be the best cardiothoracic integrated healthcare organisation'.

We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine both in the hospital and out in the community.

We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortic surgery.

Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and our encouragement of flexible working in a variety of forms.

Detailed job description and main responsibilities

JOB SUMMARY

To provide an effective and efficient Thoracic booking service

To be the first point of contact for patient calls

PRINCIPAL ACCOUNTABILITIES

• Delivering an outpatient appointment service for all new patients referred to the Thoracic Service within the Trust.
• Collaborating with the Surgical Operational Support Manager and Senior Operational Manager to ensure optimal use of outpatient capacity through careful monitoring of clinic schedules.
• Managing patient enquiries and directing calls to the appropriate team members.
• Supporting the management and maintenance of clinic templates as a key operational function.

ORGANISATIONAL

• Delivering a timely and efficient outpatient appointment service, meeting established Thoracic KPIs.
• Communicating inpatient appointment details promptly in line with agreed KPIs.
• Handling patient enquiries professionally and efficiently.
• Upholding patient confidentiality at all times.

Team Working

• Collaborating with the Thoracic Team to ensure referrals are processed promptly, professionally, and in line with agreed KPIs.
• Coordinating cover during periods of leave or sickness.
• Supporting colleagues to deliver an efficient and effective administrative service to both patients and Thoracic Surgeons.

Communication

• Interacting with patients and their relatives by telephone, responding to queries in a caring, sensitive, and reassuring manner, using initiative to resolve issues and escalating when necessary.
• Providing relevant information to the management team and proactively escalating any concerns as appropriate.
• Communicating effectively with GPs and other external agencies.
• Sharing information with staff in other departments as required.
• Escalating issues to management when appropriate.

Policy & Service Development

• Being aware of and adhering to administrative procedures and protocols relevant to the post.
• Observing the provisions of and adhering to all Trust policies and procedures
• Providing comments on, implement and adhere to administrative procedures and protocols.

Data Management

• Recording all information as required on PAS including amendments
• Using Outpatient Waiting List functionality on PAS and the Thoracic Waiting List spreadsheet.

QUALITY

Training

• Attending mandatory training in accordance with Trust policy
• Participating in in-house training and updating of skills as required
• Demonstrating on going learning and development related to the role

GENERAL STATEMENTS

• Attending team meetings where required
• Maintaining confidentiality and abide by the Data Protection Act.
• Being familiar with and following health and safety policy and procedures and to be aware of individual responsibilities under legislation, drawing any areas of potential risk to the attention of managers
• Ensuring completion of timely PDR/Appraisal process with designated line manager
• Being able to demonstrate Trust values and behaviours (outlined in staff handbook) at all times
• Undertaking any other duties which are deemed appropriate to the band

Skills

• Excellent communication and interpersonal skills
• Ability to prioritise
• Reliable and works to high standards
• Adaptable to change
• Able to work on own initiative
• Excellent organisational and time management skills
• Problem solving

Experience

• Microsoft Word
• Conversant with appointment booking /administrative practice
• Medical terminology
• Previous office experience
• Working in a team
• Maintaining confidentiality
• Previous NHS