Staffline has been appointed as HSCNI's number 1 recruitment provider for Admin and Clerical roles throughout the province.
Band 3 Booking Clerk required on a temporary basis based in Antrim
Role: Band 3 Booking Clerk
Rate of Pay: £11.11ph
Hours: 37.5hrs per week
- Receive incoming electronic and paper referral letters and manage within greed processes.
- The post holder will be required to check inaccuracies in demographic details with GP's or patients.
- Allocate Hospital numbers if required.
- Update Health & Care System If there is a data dispute to ensure PAS is kept up to date.
- Register referrals onto Patient Administration System (PAS) in line with IEAP guidance.
- File all referrals according to hospital standards
- Ensure that all referrals are processed in line with protocols to ensure prioritisation (urgent and routine) is timely and notify the Manager where this is not the case
- Ensure that the referral management and registration processes complies with the requirements of the cancer access standards, this includes upgrading and downgrading referrals to appropriate waiting lists and notifying GP's of changes.
- Notify GP's and patients of referrals triaged as 'direct to test' ensuring the appropriate information leaflets are enclosed.
- All booking will be in line with IEAP guidelines.
- Select and add patients to waiting lists on PAS, applying the correct codes for procedures.
- Fully implement the partial booking process issuing letters to patients, ensuring the relevant patient information leaflets are included.
- When selecting and offering dates to patients from waiting lists, ensure these are selected in chronological order. This will include monitoring of theatre lists.
- Monitor Primary Targeting List (PTL) to ensure patients are not offered dates past the guaranteed waiting time. If patients are identified that they have been given a date beyond this, an earlier date should be offered to the patient or if dates agreed by a consultant brought to the Manager's attention.
- Ensure review / planned patients are offered dates within indicative timescale.
- Calculate capacity for urgent and routine patients and commence the partial booking process. Comments should be added throughout the partial booking process so that patients can be removed appropriately.
- Remove from the waiting list and notify referrers if patients fail to contact the booking centre after two invites have been issued.
- Deal with the high level of incoming calls promptly, professionally and politely. Excellent communication skills are required as calls into the booking office may be contentious or aggressive and persuasive skills will be required to encourage patients to accept appointment dates without alarming them to their clinical urgency
- Deal with calls where they may be cultural or learning difficulties where excellent communication skills will be required. Liaise with Equality Department if written communication is required in alternative language or format
- Where appointments are being arranged at short notice, including red flag appointments, attempts will be made to contact the patient by telephone and envoy messaging to ensure confirmation of attendance is received. Appropriate appointment documents will be attached with the confirmation letter.
- Liaise with ambulance and interpreting services to ensure patients have relevant services booked before attending booked dates.
- Assist in the notification of cancelled and reduced clinics / lists and appointments, notifying the Access Manager of any shortfall in capacity so that the waiting time guarantee is not breached
- Manage the clinic and theatre capacity to ensure clinics / lists are fully utilised.
- Comply with 6-4-2 scheduling model to ensure deadlines and escalations are met. This will include monitoring of theatre lists for accuracy and updating as necessary.
- Cancel sessions and patient appointments at short notice and identify capacity problems to the Manager immediately after notification. Liaise with ambulance and interpreting services regarding cancellations. Communicate with relevant departments to ensure staff are kept up to date with changes.
- Liaise with the Manager and secretaries to ensure that patients who have been cancelled are re-dated in line with IEAP.
- Continually validate and maintain accuracy of waiting lists as appropriate and escalate any issues to the manager
- Identify any changes in demand whilst monitoring waiting lists and escalate to the manager.
- Liaise with other HSC Trusts to book patients to sessions held in Northern Trust.
- Liaise with GP, Dental and Ophthalmology practices to confirm and validate patient information as necessary.
- Use Envoy messaging for text reminder to patients you are unable to contact by telephone. Messages must be accurate.
- Comply with 6-4-2 scheduling model ensuring deadlines for submissions are met. Escalate any issues to manager.
- Train new members of staff in the department on the booking processes and computerised systems.
- Co-ordinate the booking of pre-assessment and admission appointments to ensure they are in line with agreed dates for procedures. This will include informing the patient of the clinical agreed instructions on the telephone e.g. fasting instructions and medications.
- Liaise with wards / departments regarding patient requirements to ensure smooth running of lists. This will included discussions about allergies, risks and medical conditions
- Notify TMS Support or BSO of any anomalies with patient records or incorrect details.
- Liaise with Cancer Services to ensure their records are up to date and patients are receiving appointments within appropriate timescales.
- Understanding of the service to be able to redirect patient calls appropriately
- Manage all calls in a sensitive manner in accordance with office customer service policy
- Ensure Integrated Elective Access Protocol is implemented at all times
- Undertake regular validation checks with patients' demographic and GP details.
- Monitor waiting lists through a process of regular review in order to ensure continuous validity
- Run correction reports at regular intervals, make amendments and return to individuals for correction.
- NVQ level 3 (or equivalent) in administration
- 1 years' experience in a clerical / administrative role
- 1 year experience dealing directly with customer queries
- 5 GCSEs at Grades A-C including English or equivalent
- 2 years' experience in a clerical / administrative Role
- 1 year experience dealing directly with customer queries.
- 3 years' experience in a clerical / administrative role within a hospital setting
To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Christine Thompson will be in contact to confirm if you have been shortlisted.
Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.