Band 3 Senior Booking Clerk

Job description

Detailed job description and main responsibilities

1. Responsible for the management of clinics and waiting lists, within Community Paediatrics. Inclusion Services (Speech and Language Therapy, Physiotherapy and Occupational Therapy), Health Visiting & EHC
2. Prepare and track clinical records for all patients booked within the CBS, ensuring that appropriate records such as referral letters are filed/stored appropriately in accordance with the Trust's Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to the patients' appointment
3. Responsible for the management and booking of appointments on the Patient Administration System (RiO) system as well as the Choose & Book system
4. Responsible for calling the parents/carers of children who have not attended their appointments in order to ascertain the reason why and rebook a new appointment within the appropriate targeted timescales
5. Responsible for carrying out any clinic changes/cancellations on the RIO system in accordance with the CBS Standard Operating Procedures (SoP).

Appointment/Pre-Clinic Activity

1. Booking appointments within the appropriate clinic rules and within appropriate timescales in accordance with the CBS SoP, this will include both making calls to parent/carers as well as receiving calls
2. Supporting the directorate on national targets e.g. 18 week Referral to Treatment (RTT), as well as Choose and Book (CaB
3. Ensure Patients are offered a choice of appointment in line with national guidance, wherever possible (see point 2 above). Establishing if parental carers require interpreting services and liaising with Medical Secretaries to make appropriate arrangements.
4. Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity. This will include clinics utilisation, reasons for non attendance and rescheduling clinics as required.
5. Ensuring all referral letters are date-stamped and registered on the patient administration system RIO, within 24 hours of receipt within the CBS to ensure triage is arranged within the clinic rules. .
6. Responsible for collecting missing demographic details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation. .
7. Ensure that all clinic slots are fully utilised to avoid wasted capacity, where clinics are underutilised inform the Operational Team Leader or Central Booking Service & Activity Manager for appropriate action
8. Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by the clinicians, are offered appropriate revised appointment dates over the telephone in accordance with 18-week rules
9. Ensure all appointments made and/or changes made to existing appointments are confirmed by letter and recorded on the Patient Administration System (RiO)
10. Ensure all short-notice rescheduling of appointments are completed on RIO and followed up with a telephone confirmation with the parent/carer.

Post-Clinic Activity

1. Ensure accurate data inputting of the Community Paediatricians clinical activity onto the RIO system in line with the CBS SoP and Trust Targets (no later than day 7 of the end of the working month)
2. Liaise with Community Paediatricians, Therapists, Health Visiting Teams and Local Authority regarding any queries with data quality to ensure accurate data is recorde
3. Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes
4. Provide general non clinical information to patients and staff, while maintaining patient's confidentiality

General duties

1. Responsible for the supervision of the workload and training staff in the Booking Service. This includes covering the work of junior staff when they are on leave
2. Taking part in the rotational tasks within the CBS, which includes ensuring all telephone lines are appropriately covered by staff on a daily basis
3. Ensure all standard operating procedures and codes of conduct are clearly adhered to and updated appropriately in line with guidance from the Central Booking Service &Activity Manager/Operational Team Leader
4. To be involved in, and to undertake, audits and validation/actioning of reports as appropriate, also reviewing work carried out by junior staff
5. Ensure that high levels of confidentiality, in accordance with the Data Protection Act and Caldecott Principles, are adhered to at all times
6. Partaking in an annual appraisal and agreeing a personal development plan which will include; attending all mandatory training and participating in meetings as appropriate
7. To take part in any 'pilots/trials' of new technology in relation to clinic activity collectio
8. Receiving complex and/or sensitive information regarding patients including Child Protection referrals
9. Make up Patient Notes for all new patients and ensure their dispatch to the appropriate clinic
10. Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy
11. The post holder will be responsible for updating RIO following notifications of death by GPs and/or relatives
12. Undertaking other duties commensurate with this grade of post in agreement with the Central Booking Service Team Leaders and Management
13. To minimise the Trust's environmental impact wherever possible, including recycling, switching off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste by minimising printing/copying and reducing water usage, reporting faults and heating/cooling concerns promptly and minimising travel.
14. Where the role includes the ordering and use of supplies or equipment the post holder will consider the environmental impact of purchases
15. Post holder will ensure to follow the escalation policy (part of the SoP) to ensure that any issues with clinic times, waits, data inputting are raised with the CBS Team Leader and Management at all times.

Person specification

Education and Training

Essential criteria

• 5 GCSE passes or equivalent to, including English at C or above or relevant administrative qualifications
• RIO experience

Experience

Essential criteria

• Previous Admin experience
• Experience of working with the General Public

Special Aptitude/Activities

Essential criteria

• Competent in communication and organisation

Motivation and Disposition

Essential criteria

• Ability to work as part of a team
• Ability to prioritise workload and use own initiative

Other relevant Factors

Essential criteria

• Enthusiastic, Pleasant manner

UK Home Office Visa Sponsorship requirements

In accordance with UK Home Office requirements, Band 2 clinical and non-clinical roles and Band 3 Non-Clinical roles are not eligible for sponsorship.

Please note that the majority of non-clinical roles (Agenda for Change Band 3 - 6) with the exception of those which appear on this list -