Role Summary:
We are seeking a diligent and patient-focused Outpatient Booking Clerk to join our Clinical Administration team. In this multi-skilled role, you will manage outpatient clinic appointments, handle patient and GP queries, and maintain up-to-date patient records. Your efforts will ensure a smooth patient journey from referral to appointment. This position requires excellent communication skills, attention to detail, and the ability to work under pressure.
Key Responsibilities
Register new patient referrals and coordinate clinical triage.
Book, amend, and cancel outpatient appointments via telephone, confirming details through our patient administration system.
Answer calls from patients, GPs, and hospital staff, maintaining confidentiality and professionalism.
Update patient demographics and ensure accurate record-keeping in our system.
Work towards targets, managing phone calls, bookings, and data management efficiently.
Respond to patient needs, making necessary adjustments for accessibility, such as booking interpreters.
Communicate complex and sensitive information clearly, addressing barriers to understanding.
Escalate unresolved patient queries to prevent delays in treatment.
Follow the patient access policy for booking and amending appointments based on waiting times and clinical urgency.
Book 2WW suspected cancer appointments, ensuring compliance with national guidelines.
Handle clinic cancellations and re-bookings according to Trust policy.
Maintain professionalism and multi-task under pressure, especially in emotional situations.
Problem solve and escalate issues as necessary, ensuring accurate information recording.
Organise and prioritise tasks to meet changing workloads and demands.
Key Working Relationships
Patients and their Relatives/Carers/Parents/Guardians
Clinicians
Outpatient Nursing Staff
Clinical and Directorate Management Teams
GP and Community Services
Outpatient Reception Services
Learning and Development
Attend mandatory training updates as required.
Engage in ongoing training and development as part of personal and professional growth.
Participate in the Trust's appraisal process, contributing to service improvements and patient care delivery.
Requirements
Excellent communication and organisational skills.
Ability to maintain confidentiality and professionalism.
Competence in managing multiple tasks and working under pressure.
Familiarity with patient administration systems (training will be provided).
If this sounds like you click APPLY today!!!
Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.