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Elective Waiting List Booking Officer

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Frimley Health NHS Foundation Trust

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Healthcare

AI generated summary

  • You need GCSE English & Maths, ECDL or equivalent, experience in healthcare or busy offices, strong customer service, communication skills, attention to detail, and ability to work under pressure.
  • You will manage patient calls, ensure respectful interaction, maintain confidentiality, update records, resolve complaints, monitor waiting lists, and support team objectives and policies.

Requirements

  • GCSE English and Maths pass or equivalent
  • ECDL or equivalent
  • Experience of working in a hospital or busy office environment.
  • Significant experience in difficult patient situations.
  • Relevant Experience in customer care
  • Good communication skills both verbal and in writing
  • Demonstrate attention to detail and accuracy when completing tasks
  • Ability to work under pressure
  • Ability to work using own initiative
  • Excellent customer service skills and evidence of dealing with telephones and meeting targets

Responsibilities

  • To ensure all phone calls are dealt with in a professional and timely manner from patients waiting for surgery.
  • To ensure all patients are treated with dignity, respect and empathy at all times.
  • To deal with patients in a polite and respectful manner complying with their requests where possible.
  • To support the Trust in delivering NHS targets.
  • To respond in a timely fashion to all administrative duties within the team.
  • To support the implementation of all new IT and patient administration systems.
  • Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways.
  • To be multi-skilled in your working role and able to assist in all areas of the department as and when required.
  • To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy.
  • To ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the patient administration system in accordance with Information Quality Assurance 2.
  • Follow all Trust and local policies and procedures at all times.
  • To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal.
  • Generating patient letters from the computer system and updating records accordingly.
  • Ensuring all records and requests are dealt promptly and accurately filed and maintained.
  • To ensure patients are booked within their targets dates unless the patient chooses to wait for their procedure.
  • Conduct regular reviews of their waiting lists on the Electronic Patient Record system.
  • Regular review of PTL’s ensuring that patients are treated in accordance with Trust policy on waiting times.
  • To inform appropriate personnel of any patients who have been cancelled on day (COD), ensuring correct COD outcome has been used. Ensure patients are re-admitted in accordance with the COD Policy.
  • To liaise with the team leader to provide a high-quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise.
  • To adhere to the Trust values of being committed to excellence, working together and facing the future.
  • To attend specialty meetings for your lead specialty as and when required.
  • Follow all Trust and local policies and procedures within the waiting list team at all times.

FAQs

What is the main responsibility of the Elective Waiting List Booking Officer?

The main responsibility is to book General Surgery & Urology operations across all Trust sites and assist in meeting Trust targets while providing high customer service to patients and staff.

What qualifications are required for this position?

Essential qualifications include GCSE English and Maths pass or equivalent, and ECDL or equivalent. Desirable qualifications include NVQ Level 2 Administration or equivalent practical knowledge.

What kind of experience is necessary for this role?

Essential experience includes working in a hospital or busy office environment, significant experience in difficult patient situations, and relevant experience in customer care. Desirable experience may include call center experience and NHS experience.

What skills are important for the Elective Waiting List Booking Officer?

Important skills include good communication skills (both verbal and written), attention to detail and accuracy, ability to work under pressure, use of initiative, and excellent customer service skills.

Is there a need to comply with any specific policies?

Yes, the post holder is required to follow all Trust and local policies and procedures at all times.

What is the work environment like for this position?

The work environment can be extremely busy, requiring excellent organizational skills and the ability to multi-task while interacting with patients, clinical staff, and team members.

Are applicants encouraged to apply with flexible working arrangements?

Yes, the Trust encourages applications from individuals who wish to work on a flexible basis to meet their needs and the service's requirements.

Does the Trust offer any training or development opportunities?

Yes, Frimley Health NHS Foundation Trust provides first class development opportunities for all staff, including professional, management, leadership, and clinical skills training.

How does the Trust support its employees' well-being?

The Trust is committed to providing a healthy work-life balance, which benefits both employees and the patients they care for.

What are the Trust's core values?

The Trust's core values are committed to excellence, working together, and facing the future, which guide the behavior and expectations of all staff.

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Frimley Health NHS Foundation Trust

Our vision is to be a leader in health and wellbeing, delivering exceptional services for our communities.

Science & Healthcare
Industry
10,001+
Employees
2014
Founded Year

Mission & Purpose

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As well as a performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. The Trust’s vision is to lead in delivering exceptional health and well being services to our communities. Turning our vision into reality, we are continuing to make significant invest in our infrastructure and facilities, striving for excellence and empowering our people to deliver excellence. Providing a supportive, dynamic MDT working environment, allowing our teams to deliver high quality patient care and achieving work life balance, whilst encouraging continuous professional development. We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in Health & Wellbeing, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. Services are delivered from three main hospital sites: Frimley Park Hospital (Camberley) Heatherwood Hospital (Ascot) Wexham Park Hospital (Slough) Additionally, the Trust delivers outpatient and diagnostic services from Aldershot, Farnham, Fleet, Windsor, Maidenhead and Bracknell bringing a range of services closer to these communities. We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties. We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June 2022 and we are already beginning to reap the benefits of this ambitious investment. Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients.