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Job summary

Main area
Outpatients
Grade
Band 2
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
249-6639370-3
Employer
Great Western Hospitals NHS Foundation Trust
Employer type
NHS
Site
Orbital Swindon
Town
Swindon
Salary
£23,615 per annum
Salary period
Yearly
Closing
26/12/2024 23:59

Employer heading

Great Western Hospitals NHS Foundation Trust logo

Fast Track Booking Clerk

Band 2

Great Western Hospitals NHS Foundation Trust is a unique organisation, serving as the sole integrated provider in the Bath and North East Somerset, Swindon, and Wiltshire system. Our scope extends beyond boundaries as we oversee adult community services in Swindon and provide acute care from the Great Western Hospital.Ìý

Our 5,500 staff have 1.2m patient contacts a year, with 13,000 operations carried out in our Theatres, around 4,000 babies born, and our emergency attendances are now well over 100,000 per year. Those numbers only tell part of our story about what an exciting time it is to join Great Western Hospitals.

We are cultivating a culture that fosters our ambitions, prioritising equality, diversion, inclusion, wellbeing, and leadership. We aim to create an environment where every member of our team can truly thrive.

The Trust is a Disability Confident Employer; all applicants who have a disability can opt to be considered under the guaranteed interview scheme, which means that, providing they meet the minimum essential criteria for the post, they will be offered an interview. We are also proudly accredited as a Veteran Aware organisation and have signed The Armed Forces Covenant.

If we receive a high volume of applications, we may close adverts prior to the published closing date. Therefore, we advise you to complete and submit your application as soon as possible.

Job overview

**Previous applicants need not apply**Ìý

An exciting opportunity has arisen for a self-motivated individual, to join the Fast Track booking Team at the Great Western Hospital (Based at Orbital Offices North Swindon). You willÌý have the opportunity to work and train in other areas within Patient Access, gaining essential skills and experience to support ongoing personal development.

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Main duties of the job

To provide an excellent, professional and friendly service to patients when booking their Outpatient appointments, booking first appointments in accordance to national Referral to Treatment guidance and Trust policy on fair access to appointments for patients, including administering direct booking e-referral appointments.Ìý Ensuring that the administration associated with the patient appointment is completed accurately and in a timely manner, and follows Trust and departmental policies and procedures.



Working for our organisation

“Our STAR values – Service, Teamwork, Ambition and Respect – are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.â€

Detailed job description and main responsibilities

  • ÌýFollowing the daily departmental rota, provide Fast Track telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
  • ÌýUsing waiting lists, on hold reports and other tracking reports, book Fast Track appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailingÌý
    service, and following guidance in the Elective Access, Booking and Choice Policy.
  • Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician or length of time for the appointment, in line with the Trust’s Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
  • ÌýAdopt good customer care practice to provide a high quality service for users of the Fast Track Service, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GP’s, nursing homes and relatives. This will include using tact or persuasive skills or where there may be barriers to understanding

Please see the attached job description for full information

Person specification

Qualifications

Essential criteria
  • GCSE 3 or above including Maths and English
  • NVQ 2 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
  • Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Desirable criteria
  • ECDL qualification or other formal IT training / qualification
  • Use of internet and intranet

Experience

Essential criteria
  • Evidence of significant administrative experience within a customer focused environment
  • Frontline customer care
Desirable criteria
  • Worked in an area specialising in healthcare appointment making
  • Experience of working in an Outpatient Dept
  • Organisational awareness of NHS

Skills

Essential criteria
  • Ability to prioritise workload and work without direct supervision
  • Ability to act on own initiative and deal with non-routine queries
  • Demonstrate computer skills in Excel and Word including accurate typing
  • Ability to analyse data and produce relevant documentation
Desirable criteria
  • Ability to create, produce and use reports in a variety of Microsoft Office IT systems

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardVeteran Awarehttps://www.gov.uk/government/publications/kickstart-scheme-employer-resources/kickstart-scheme-brand-guidelines

Documents to download

Further details / informal visits contact

Name
Tara Coutts
Job title
Performance Operations Manager
Email address
[email protected]
Telephone number
01793 605750