Booking Centre Operative

Answering all patient incoming calls to the Booking Centre

Dealing with patient written queries via Accurx

Making outbound calls to support patients to attend their appointments

Make appointments for GP blood tests

Point of contact for various specialties in UHL

Cancelling and rebooking appointments

To provide excellent patient care whilst answering telephones in a polite and courteous manner in line with departmental standards.

To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -

Validating patient demographic details and updating as necessary

Making, changing or cancelling outpatient appointments

Updating computerised records of patient information in line with departmental and hospital policies and procedures.

Understanding all information contained on the system to assist patients and staff with queries on the telephone

To ensure that the department's Accurx inbox is checked and actioned in order of priority in accordance with departmental standards.

To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.

To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.

To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.

To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.

To continue striving to improve the service, making suggestions to the Team Leader as necessary.

To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.

To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.

To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.

To undertake any other duties in line with the grade as directed by the Team Leader.

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

https: //www.uhleicester.nhs.uk

Communication

Essential: - Excellent telephone manner & communication skills Initiative, diplomacy, negotiating Ability to prioritise and organise workload Team work

Trust Values

Essential: - Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Qualifications

Essential: - Accurate Keyboard Skills GCSE or equivalent English Language & Math

Desirable: - RSA II or equivalent wordprocessing NVQ (Customer Based) Level 2

Experience

Essential: - Approximately 2 years in a busy office environment, including telephone answering duties

Desirable: - NHS experience of booking hospital appointments. Working knowledge of hospital systems. Call Centre/

Planning and Organization

Essential: - To be able undertake tasks within deadlines and targets.

EDI

Others

Essential: - Confidentiality Flexibility