Senior Patient Access and Booking Clerk

Betsi Cadwaladr University Health Board; Llangefni; On-site; GBP 25,000 - 27,000; Full time

Job summary

A major health organization in Wales is seeking an experienced staff member for an administrative role within the Physiotherapy Service. The successful applicant will provide essential support, manage appointment bookings, and maintain patient confidentiality while demonstrating excellent communication skills in both Welsh and English. This position requires flexibility and initiative to operate effectively in a dynamic environment, ensuring efficient use of clinical resources. Join a dedicated team committed to providing high-quality healthcare services.

Qualifications

• Experience within a busy office dealing with members of the public.
• Knowledge of Data Protection Act and relevant legislation.
• Ability to use a variety of computer systems.

Responsibilities

• Provide first point of access administration to all referrals.
• Ensure communications are handled confidentially and professionally.
• Arrange and book clinical appointments face to face and via the telephone.

Skills

Excellent Communication skills in Welsh and English

Time management

Customer service

Education

Good general standard of education

NVQ training at level 3

IT Qualifications or experience using Microsoft Office

Tools

Patient Administration System

Microsoft Office

Therapy Manager and WPAS

Job description

Exciting opportunities have arisen for a suitably experienced staff member to work at Band 3 level with the Physiotherapy Service in Area West.

The successful applicant will provide the administration support for the Physiotherapy Service in Area West and will need to use their own initiative to meet patient requirements and to ensure clinics / appointments are booked to ensure efficient use of clinical time.

You will be working in a challenging environment that undergoes constant changes and you will need to exercise judgement and use a combination of skills to deal with day-to-day issues.

The post-holder will be expected to demonstrate a sensitive and caring attitude focused on the patient and maintain a calm and organised approach while working under pressure.

The ability to speak Welsh is essential for this post

Main duties of the job

To provide an accurate and prompt administrative function to facilitate the delivery of an efficient and effective appointment booking service. To provide comprehensive reception, and booking support for Therapy services, demonstrating a courteous, professional and sensitive manner at all times. The post-holder is expected to prioritise, manage his/her time and demonstrate a high degree of flexibility.

To be part of a cohesive and integrated admin function of the service. By the nature of the duties, the post-holder will be required to maintain strict confidentiality and will be expected to deal with patients, carers, relatives, medical staff and other service users, using the telephone and in writing, with courtesy and discretion at all times.

About us

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Job responsibilities

Provide first point of access administration to all referrals from Consultants, GPs, school nurses, social workers and any other professionals Process referrals by inputting patient accurate details onto the Patient Administration System, ensuring urgent referrals are prioritised. Also, be responsible for updating and checking clinical returns/clinic outcome sheets in a timely manner. Act as first point of contact in reception for all enquiries and referrals to the service, including receiving and greeting visitors in a courteous and professional manner and directing visitors as required and deal with miscellaneous queries from public, sometimes of a sensitive and disturbing nature.

Ensure that all communications with members of the public, staff and any other agencies are handled confidentially and professionally, in order to aid clinical staff to deliver a high quality service in a professional, helpful and sensitive manner.

Using the Health Boards Patient Administration System, arrange and book clinical appointments face to face and via the telephone. Use initiative in order to ensure patients appointments are allocated within the required waiting time and to make the best use of clinical time.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Person Specification

Qualifications and knowledge

• Good general standard of education
• NVQ training at level 3 or equivalent level of knowledge and experience
• IT Qualifications or proven experience using Microsoft Office packages
• Knowledge of Therapy Manager, WPAS, Hospital administration systems
• European Computer Driving Licence (ECDL or equivalent skills)
• Understanding of basic medical terminology

Experience

• Experience within a busy office dealing with members of the public
• Experience of providing and receiving information which requires tact or persuasive skills where there are barriers to understanding
• Knowledge of Data Protection Act and relevant legislation
• Awareness of Patient Confidentiality
• Familiarity with administrative procedures and policy issues
• Ability to use a variety of computer systems
• Previous medical records or hospital based clerical experience
• Experience of working directly with clinical/consultant staff
• Previous waiting list management experience

Skills and Attributes

• Excellent Communication skills (written, verbal and telephone) in Welsh (minimum level 4) and English

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£25,313 to £26,999 a yearper annum (pro rata if part time)