Oncology Booking Officer

• Responsible for accurate booking process.
• Utilise in-depth knowledge of appointment booking protocols to correctly book patient planning scan, treatment and any associated appointments and send detailed appointment letters containing instructions.
• Ensure maximum utilisation of appointment slots (including cancellation slots) and communicate changes to relevant staff.
• Demonstrate a specialised knowledge of cancer waits and how this affects the booking process, ensuring patients are booked accordingly via MOSAIQ booking system and Harris Flex.
• Use judgement and experience in dealing with patient queries and decide on the appropriate course of action.
• Provide advice and reassurance to patients on preparation for examinations, giving out complex and sensitive information, such as diet and starving instructions.
• Be a point of contact for patient queries relating to their radiotherapy schedule, ensuring a professional manner is maintained.
• Confidently provide information where there may be barriers to understanding.
• Communicate well with and respond to enquiries from the public, medical personnel and a wide range of colleagues at all levels across the Trust.
• Communicate with patients to understand if further investigation is needed prior to ensure appropriateness of booking.
• Recognise the need to involve and liaise with external bodies such as other hospitals, dental surgeries and care homes to obtain the necessary information.
• Demonstrate an approachable and helpful manner at all times.
• Give guidance and support to colleagues in the provision of an efficient service.
• Deal with queries relating to all aspects of the admin function.
• Deal with any problems/queries in a consistent and timely manner, ensuring that all relevant information is provided to assist in a quick resolution to any problem.
• Escalate any major issues, problems or complaints to supervisors, managers or relevant clinicians.
• Maintain confidentiality at all times as required by legislation and Trust policies.
• Support performance monitoring, ensuring patient appointments are booked in strict accordance with booking guidelines, with full regard to cancer and Trust RTT performance measures.
• Document all patient deferrals/amendments to bookings, contact patients to inform them of cancellations at short notice and ensure this information is cascaded appropriately.
• Act as a primary contact for cancer teams, work to ensure waiting times are strictly adhered to and arrange for any necessary adjustments to fall in line with Trust and national targets
• Work alongside teams of staff across the Trust to ensure that all required standards are achieved and maintained to meet departmental and Trust targets.
• Actively participate in the PDP process, undertaking any learning and development opportunities identified.
• Participate in the departments appraisal/monitoring system
• Undertake induction and training of band 2 staff and band 3 colleagues, identifying and carrying out training as required.

Essential

• Experience of use of Office software e.g. Microsoft Word, Excel
• Previous experience working with the public / customer care
• Administrative experience and experience of working in a front of house position