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Bookings clerk - NHS

  • Location:

    Lincoln, Lincolnshire

  • Sector:

    Admin & Secretarial

  • Job type:

    Temporary

  • Contact:

    Leeds CL

  • Contact email:

    LeedsCL.branch@brookstreet.co.uk

  • Job ref:

    HK2101_1628518869

  • Published:

    3 months ago

  • Expiry date:

    20/09/2021

  • Startdate:

    ASAP

Job Description

NHS Lincoln - Bookings clerk

Location: Lincoln
Salary: £9.09-£10.09
Hours: Monday - Friday (37 hours)
Temporary Contract

Role Overview:

  • To deliver an effective and competent level of clerical support for general practice and the Clinical Commissioning Groups utilising the electronic Referral Service (e-RS), TPP SystmOne and Referral Management Centre services to direct patients through the appropriate NHS Pathway.

  • To promote good customer service and effective working relationships between general practice, AQP, CCGs, Providers and others within the health economy.

1. Core Duties and Responsibilities (Key Result Areas)

  • Daily monitoring of the departments incoming workload of the department based on clinical priorities and KPI demands. Flagging potential KPI breaches to the Team Leader/Manager.
  • Act as first point of contact for the department, dealing with routine and specialist enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate.
  • Prioritising own workload to ensure departmental and personal targets are met and exceeded. Embracing personal autonomy to work on workstreams with minimal management intervention.
  • Have a flexible to approach work within defined policies and procedures to set timescales/deadline. When a task is set by management, to complete the task alongside existing workload
  • Provide input to the Team Leader/Manager annually on the updating of the team Standard Operating Procedures, checking and testing materials with feedback and suggested improvements.
  • Deal with routine enquiries in a pleasant, helpful and timely manner, communicating relevant information, offering advice, or referring to others when necessary. When an urgent matter is identified, use initiative to determine how to action promptly, efficiently and when to escalate.
  • Book patients' clinical appointments in line with Referral Guidelines, agreed Service Level Agreements (SLAs) and all relevant local and national policies per clinic or specialism, checking the correct pathway is followed in accordance with each hospitals clinic type. To react to any rejections that may arise, being responsible for reaching the intended referral outcome.
  • Offering informed patient choice respecting age, gender, ethnicity and disability, taking necessary action to overcome barriers of understanding. To ensure the patient is aware choice of providers. To escalate to management any providers that have insufficient services available.
  • Inputting into and monitoring reports from e-RS and the Patient Referral Team database. Meeting reporting deadlines; SLA submission, SystmOne (S1) Slot Availability data, CCG Service dashboard data from the PRT database and any other necessary reports to the line manager in a timely manner.

  • To alert the PRT Team Leader/Manager of any identified requirement to change any team task or process.
  • To efficiently utilise the PRT database in respect of inputting patient referrals, avoiding any inaccuracies to ensure the referral is dealt with in a prompt manner. To be able to accurately input data from various systems, dealing with any problems that may arise when finalising a record.
  • To scrutinise Ophthalmology Referrals to determine the relevant pathway, including urgent and routine. To deal with queries and investigations in relation to the previous patient history and act on this accordingly. To act responsibly and establish whether the referral requires sending to triage. When triage is returned, to query their clinical reasons if unclear in order to refer the patient into the correct service.
  • Support Stakeholders with their use of e-RS. To assist with complex situations with regards to patient referrals. To give advice and guidance to the Practice(s) to aid in referring the patient to the correct pathway by using the Directory of Service (DoS). For example, investigating inappropriate referrals/pathways and reacting to triagers' comments.
  • To support and liaise with Arden & GEM CSU representatives, health professionals and stakeholders involved in the patient's pathway, being mindful of patient confidentiality and contractual relationships.
  • Deal with patient data in a confidential manner in accordance with the procedures of the organisation, including confidential storage or transfer of data, whilst adhering to the Data Protection Act 2018 always.
  • Placating aggressive patients, to educate and inform them of our processes. To investigate where necessary and assuring patients their referral is being dealt with appropriately. To remain calm and professional in the most difficult of situations and know when to escalate to Manager/Team Leader
  • Ensure that all complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to Manager as required. Relaying the contact details of the Patient Advice and Liaison Service (PALS) to patients where necessary if they wish to escalate a complaint. Report to Manager/Team Leader any patient complaint that has arisen from an action undertaken by the PRT
  • Undertake Research and Development as directed. To accept any new tasks from senior management, to develop skills as an individual, but to also concentrate on the team's development encouraging professional and individual development. When given a project from management to research, oversee and document all aspects of the task for future reference. To store this information securely on the team knowledge base.
  • Create an atmosphere which encourages all team members to feel motivated and supported, particularly when dealing with complex enquiries.
  • To inform management of any current work processes that could be updated and improved in order to make the workload more efficient for all.
  • Assist with the training and induction of new starters and temporary workers, including the demonstration of office systems and departmental procedures.
  • Answer office telephone calls, taking messages and passing information on accurately to the relevant department/person. If possible, action the calls in order to prevent delays to the callers' request.
  • Ensure that general office supply levels are monitored, advising the Manager when new stocks of stationery are required in order that stock levels are controlled and readily available.
  • Promote the image of the department.

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