Band 3 Outpatient Booking Clerk

Juice Personnel are named a supplier on Crown Commercial Service’s Non-Clinical Staffing framework (RM6277), supplying non-clinical staff across Yorkshire, the North East, and the North West through Lot 1 on the agreement.

An exciting temporary opportunity has arisen for the role of Band 3 Outpatient Booking Clerk Based in Worthing.

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The Role

3-month temporary position (candidate must be able to commit to the duration of placement) 
Monday to Friday (37.5 hours), Full Time 8am - 4pm or 9am - 5pm or Part Time (22.5 hours)
No DBS is required
Salary up to £12.45 per hour DOE
Site Location will be Worthing
To register new patient referrals and send these for clinical triage so that the urgency of the appointment can be highlighted by a clinician
To book, amend and sometimes cancel outpatient appointments for patients via the telephone and to confirm these details by letter using the patient administration system
To answer telephone calls from patients, GP’s, and other Trust staff, always maintaining confidentiality and ensuring that a patient focussed/professional service is maintained
To register new patient referrals and send these for clinical triage so that the urgency of the appointment can be highlighted by a clinician
To index referrals in the Trust referral management system so that the correct clinician can review the referral
To update patient demographics in the Trust patient administration at time of referral registration
To book, amend and sometimes cancel outpatient appointments for patients via the telephone and to confirm these details by letter using the patient administration system if required.
To work to targets and objectives, managing a workload or phone calls, booking of appointments, dealing with queries, data management and general daily duties
To respond to patient needs and ensure that their individual needs are always met, making adjustments where required in order for them to access the care that they need. For example, booking interpreters for patients whose first language is not English
To provide and receive complex and sensitive information to and from patients about their appointment, and give explanations and instructions clearly and concisely where barriers to communication may exist
To raise and escalate any questions where you do not have a solution for the patient so that this can be investigated to ensure that there is no delay to patient treatment
To follow the patient access policy when booking and amending patient appointments and to always book patients in order, by waiting time and by clinical urgency
To ensure that the correct appointment type is booked i.e., new/follow up, face to face or telephone
To update referral urgency and sub-specialty information on the Trust patient administration system following a clinical review of every referral
To answer telephone calls from patients, GP’s, and other Trust staff, always maintaining confidentiality and ensuring that a patient focussed/professional service is maintained
To cancel clinics in line with the Trust policy, ensuring that the correct approval process has been followed. This will involve cancelling patient appointments and where possible re-booking to another date.
To ensure the correct recording of cancellation reason and reason in the Trust patient administration system, ensuring that all updates are recorded in the referral comments
To book 2WW suspected cancer appointments according to national guidelines, ensuring that patients are seen within two weeks of referral and escalating where this is not possible
To update patient demographics on the Trust patient administration system at time of booking if there has been a change
To ensure that text message confirmations are sent when making or amending appointments
To work under pressure, maintaining the ability to multi-task whilst dealing with complex and sometimes emotional situations, such as cancelling patient appointments at short notice.
To problem solve and escalate any issues and record all information accurately
To always maintain professionalism when dealing with patients and colleagues, ensuring that the expected standards at work are maintained
Organise and prioritise assignments to complete work in a timely and efficient manner, particularly when there are changes in workload or demands. Escalate as required so that help/assistance can be arranged
Carry out any other duties that may be required from time to time in line with the job holder's grade, experience and job title

About You

Customer Service/Administration Experience
Good standard of computer skills – full training will be given on the patient’s administration system
Excellent verbal and written communication skills with the ability to communicate with patients/service users and staff at all levels of the organisation
Ability to organise and prioritise own workload
Ability to manage conflicting priorities
Problem solving skills
Ability to exercise discretion and ensure that patient confidentiality is maintained at all times
Ability to work under pressure, using own initiative
Ability to maintain composure, efficiency and positive customer -service orientated manner during period of peak workload, with frequent interruptions, under tight deadlines, when dealing with patients on the telephone who are unwell, angry and sometimes distressed
Remain flexible and adaptable to alterations in policies and procedures, proposing changes where appropriate
Ability to remain calm in dealing with stressful situations, this will involve cancelling patients’ appointments and delivering unpleasant news

Frequently Asked Questions

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Yes, absolutely, and we recommend you do so to ensure you’re getting your name out there. What we do ask is that you’re honest with both parties. Keep everyone informed of all your job activities, and there should be no issues in doing this.
Why should I register with Juice Personnel instead of just finding my own job?

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