Job Description

The Patient Booking Service is a Trust wide centralised admin team handling referrals, outpatient appointment booking and reception services. We have some exciting opportunities arising within our administrative teams for anyone enjoying contact via the telephone with patients, their relatives and carers, GP’s and other service providers we work with closely.

The job holder will provide telephone and administrative support across the service. This includes dealing with telephone queries, post, printing referrals and appointment letters, arranging transport and interpreters, cancelling or rescheduling appointments and updating patient information on the Trust’s Electronic Patient Record system.

You will be a customer service-focused administrator who has worked with and provided services to the general public and has extensive experience of doing so via the telephone. You will have the ability to demonstrate excellent telephone communication and customer service skills, working knowledge of computers, data input and word processing ideally within an NHS / Healthcare environment and dealing with patients.

You must be flexible and be prepared to cover other admin and Reception services at BRI / SLH / outreach facilities if needed.

The post holder will undertake some of the following duties dependent upon which team they join, but over time will be trained to become multi-skilled across all areas.

To actively monitor and chase the return of referrals to ensure that patients are booked in for their appointment

To action rejected and accepted referrals

To contact patients by telephone in the first instance

Review and action entries on the outpatient PTL ensuring corrective actions are taken in a timely manner

Monitor that all patients booked onto a clinic have an outcome recorded on the Trust IT systems.

Ensure that all telephone calls are dealt with in a timely, polite and courteous manner

Ensure all appointments are made within the given deadlines

To use the Trust IT system and any localised systems to book and send appointments

In accordance with Trust policy, book interpreters and transportation as requested by the referring clinician

To action all appointment booking requests made and ensure that the correct communication is made with the patient.

To have knowledge of the Patient Advisory Liaison Service (PALS): when, how and why it can be accessed.

General filing, photocopying, faxing, sorting incoming mail and despatching documents by post and email.

To ensure confidentiality of information relating to patients, relatives and staff.

Bradford Teaching Hospitals NHS Foundation Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.

By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Bradford Teaching Hospitals NHS Foundation Trust this is your opportunity to be a part of that change.

WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnership’s ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.

Please see detailed Job Description and Person Specification attached to this advert for more information.

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