Booking Team Senior Clerical Officer

Responsibilities

• Take part in managing, on a daily basis, all appointment administration undertaken within the Outpatient Booking Team
• Manage and monitor the outpatient waiting list
• Book appointments
• Ensure that all clinics are fully utilized
• Process patient referrals into the trust
• Answer incoming calls from all our customers in a professional and appropriate manner and assist with specific enquiries
• Make outgoing calls, negotiating appointment dates and times with patients
• Deal with and respond to complaints in a positive manner
• Access and update various IT systems i.e. the Trust Patient Administration System, the national Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and other IT systems
• Ensure accurate and quality data entry at all times
• Any other duties commensurate with the role
• Register referrals from all sources on the patient administrative system (PAS) and book appointments in accordance with clinical need and within local and national targets.
• Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using PAS and the national E-Referral Service systems to record appointments made
• Manage the Envoy reminder service responses.
• Offer appointments to suspect cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database
• Scan/upload all new referrals to the Evolve scanning system
• Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department
• Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action
• Input, monitor and manage patient information on various IT systems
• Discharge old and expired episodes on PAS, completing and updating the patient's pathway
• Liaise with referrers/ GP practices regarding incorrect patient information or referrals
• Liaise with multidisciplinary internal teams regarding clinic utilisation
• Cancelling clinics for clinical staff leave including emergency cancellations
• Escalating concerns and lack of capacity to the relevant business groups

• Excellent communication skills
• A flexible approach to work and the ability to work independently and as part of a team
• A keen eye for detail in data collection and recording
• Quick Learner
• Proactive

• Between 27-33 days of annual leave plus bank holidays
• NHS pension scheme membership
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• NHS Staff discounts
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice

Stockport NHS Foundation Trust There are lots of good reasons to choose to come and work at Stockport NHS Foundation Trust. A dynamic integrated Trust with integrity and vision. Exactly the same qualities you'll see in yourself. Stockport NHS Foundation Trust aims to be the organisation of choice for patients and an employer of choice for staff. In order to continually improve all aspects of our patient experience, we rely upon having a highly skilled, motivated, diverse, productive and patient focused workforce.

Stockport Foundation Trust is one of four 'specialist' hospital sites in Greater Manchester. Being a 'specialist' hospital will enhance our general surgery, anaesthetics, critical care and emergency medicine for the benefit of people in Stockport, High Peak, Cheshire and across Greater Manchester.

In your application for this post, please describe how your experience and skills align with 'Our values-based behaviours' ( see additional documentation) provide examples., We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population., Stockport NHS Foundation Trust is committed to promoting and championing a culture of diversity, fairness and equality for all applicants and employees. Applications are welcomed from all backgrounds and we strive to reflect the community we serve in our diverse workforce.

Our "two tick" kite mark guarantees a candidate with a disability, who fulfills the essential criteria, an interview at the Trust. We can make reasonable adjustments, and offer support and advice in a variety of ways on request.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive…