FAQs
What is the primary responsibility of the Outpatient Booking Officer?
The primary responsibility of the Outpatient Booking Officer is to book outpatient appointments over the Trust sites, as well as to assist with the implementation and ongoing monitoring of appointment systems.
What qualifications are required for the Outpatient Booking Officer position?
The essential qualifications include a GCSE pass in English and Maths or equivalent, and an 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, customer care experience, and familiarity with Epic or other electronic healthcare suites. Desirable experience includes call centre experience and previous booking experience.
What skills are necessary for the Outpatient Booking Officer?
Required skills include good communication skills (both verbal and written), excellent customer service skills, exceptional interpersonal skills, time management skills, the ability to escalate issues, persuasive/negotiating skills, and logical reasoning abilities.
What is the working environment like for the Outpatient Booking Officer?
The Outpatient Booking Officer works in a busy environment across the Trust's three main hospitals, dealing directly with patients and liaising with clinical admin and CNS teams.
What customer service expectations are there for this role?
The role expects very high customer service skills, ensuring that all patients, colleagues, and visitors are treated with dignity, respect, and empathy at all times.
Are there opportunities for professional development?
Yes, the Trust values professional development and supports initiatives that aim at modernisation and improving patient pathways, providing opportunities for staff to gain new skills.
How does this role contribute to meeting Trust targets?
The Outpatient Booking Officer supports the Trust in delivering NHS targets by efficiently managing appointment bookings and ensuring an excellent patient experience.
What are the Trust's core values?
The Trust's core values are Committed to Excellence, Working Together, and Facing the Future, which guide staff in how they treat patients, visitors, service users, and each other.
How should complaints from patients or staff be handled in this role?
Complaints should be dealt with in a professional manner, and the officer should aim to resolve the issue before it escalates into a formal complaint.