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Band 3 Senior Booking Clerk

We are looking for enthusiastic, hard-working staff members to work in our busy Central Booking Service (CBS) within the Children and Families Division.

The main duties for the post holder will be to provide support to the Central Booking Service and Operational Team Leader in order to provide a prompt and professional appointment booking service to parents/carers/service users. The post holders will work as part of the CBS Team to ensure that patient appointments are booked with parents/carers over the telephone and also on the RIO system in line with the Central Booking Service processes.

The post holder will also ensure that there is prompt and accurate inputting of the clinical activity data onto the RIO system.

To work within a team in the Central Booking Service (CBS) providing a comprehensive, efficient and effective appointment booking service in order to meet the Trust’s patient waiting times targets.

The Central Booking Service (CBS) is often the first contact a parent/carer will have with the Children & Families Division and may be regarded as the ‘shop window’ for the Community Paediatric, Inclusion Services, Health Visiting Services and Educational Health and Care (EHC). The post holder will be required to provide excellent customer service to all service users ensuring that they are polite and courteous at all times.

The post holder will be responsible for the management of their own workload and will be expected to develop and maintain up-to-date knowledge of all services included within the Central Booking Service (CBS) which will enable them to deal with any service related queries. This is a multi-skilled and multi-tasked role, and therefore the post holder will be expected to rotate with other staff members to cover all areas within the CBS on a regular basis.

Be Part of Our Team...

Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehabilitation Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for better care and healthier communities, we want to hear from you.

Responsible for the management of clinics and waiting lists, within Community Paediatrics. Inclusion Services (Speech and Language Therapy, Physiotherapy and Occupational Therapy), Health Visiting & EHC

Prepare and track clinical records for all patients booked within the CBS, ensuring that appropriate records such as referral letters are filed/stored appropriately in accordance with the Trust’s Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to the patients’ appointment

Responsible for the management and booking of appointments on the Patient Administration System (RiO) system as well as the Choose & Book system

Responsible for calling the parents/carers of children who have not attended their appointments in order to ascertain the reason why and rebook a new appointment within the appropriate targeted timescales

Responsible for carrying out any clinic changes/cancellations on the RIO system in accordance with the CBS Standard Operating Procedures (SoP).

Appointment/Pre-Clinic Activity

Booking appointments within the appropriate clinic rules and within appropriate timescales in accordance with the CBS SoP, this will include both making calls to parent/carers as well as receiving calls

Supporting the directorate on national targets e.g. 18 week Referral to Treatment (RTT), as well as Choose and Book (CaB

Ensure Patients are offered a choice of appointment in line with national guidance, wherever possible (see point 2 above). Establishing if parental carers require interpreting services and liaising with Medical Secretaries to make appropriate arrangements.

Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity. This will include clinics utilisation, reasons for non attendance and rescheduling clinics as required.

Ensuring all referral letters are date-stamped and registered on the patient administration system RIO, within 24 hours of receipt within the CBS to ensure triage is arranged within the clinic rules. .

Responsible for collecting missing demographic details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation. .

Ensure that all clinic slots are fully utilised to avoid wasted capacity, where clinics are underutilised inform the Operational Team Leader or Central Booking Service & Activity Manager for appropriate action

Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by the clinicians, are offered appropriate revised appointment dates over the telephone in accordance with 18-week rules

Ensure all appointments made and/or changes made to existing appointments are confirmed by letter and recorded on the Patient Administration System (RiO)

Ensure all short-notice rescheduling of appointments are completed on RIO and followed up with a telephone confirmation with the parent/carer.

Post-Clinic Activity

Ensure accurate data inputting of the Community Paediatricians clinical activity onto the RIO system in line with the CBS SoP and Trust Targets (no later than day 7 of the end of the working month)

Liaise with Community Paediatricians, Therapists, Health Visiting Teams and Local Authority regarding any queries with data quality to ensure accurate data is recorde

Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes

Provide general non clinical information to patients and staff, while maintaining patient’s confidentiality

General duties

Responsible for the supervision of the workload and training staff in the Booking Service. This includes covering the work of junior staff when they are on leave

Taking part in the rotational tasks within the CBS, which includes ensuring all telephone lines are appropriately covered by staff on a daily basis

Ensure all standard operating procedures and codes of conduct are clearly adhered to and updated appropriately in line with guidance from the Central Booking Service &Activity Manager/Operational Team Leader

To be involved in, and to undertake, audits and validation/actioning of reports as appropriate, also reviewing work carried out by junior staff

Ensure that high levels of confidentiality, in accordance with the Data Protection Act and Caldecott Principles, are adhered to at all times

Partaking in an annual appraisal and agreeing a personal development plan which will include; attending all mandatory training and participating in meetings as appropriate

To take part in any ‘pilots/trials’ of new technology in relation to clinic activity collectio

Receiving complex and/or sensitive information regarding patients including Child Protection referrals

Make up Patient Notes for all new patients and ensure their dispatch to the appropriate clinic

Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy

The post holder will be responsible for updating RIO following notifications of death by GPs and/or relatives

Undertaking other duties commensurate with this grade of post in agreement with the Central Booking Service Team Leaders and Management

To minimise the Trust’s environmental impact wherever possible, including recycling, switching off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste by minimising printing/copying and reducing water usage, reporting faults and heating/cooling concerns promptly and minimising travel.

Where the role includes the ordering and use of supplies or equipment the post holder will consider the environmental impact of purchases

Post holder will ensure to follow the escalation policy (part of the SoP) to ensure that any issues with clinic times, waits, data inputting are raised with the CBS Team Leader and Management at all times.