Specialist Booking Officer, Band 3- Central Booking Office

Specialist Booking Officer, Band 3- Central Booking Office (24 hours a week)

Provide a county-wide outpatient appointment booking service for patients and clinicians, ensuring adherence to wait time targets and optimal use of available capacity.

Monitor referrals, identify issues, and take appropriate actions to ensure efficient referral management.

Manage clinic rescheduling, prioritising clinical needs, and liaising directly with services or consultants to address capacity challenges.

Oversee follow-up appointments via waiting lists, ensuring clinical priorities are consistently maintained.

Make informed decisions on adjusting template capacity to balance clinical priorities with wait time targets.

Deliver a supportive and responsive service tailored to individual patient needs, particularly for those facing barriers to understanding.

Ensure accurate and timely data collection, and advise the management team on capacity imbalances, suggesting potential solutions where necessary

Shift pattern can be worked over 4 or 5 days however must include a Monday & Friday

Job description

Monitor and manage waiting lists efficiently, ensuring compliance with Trust and clinical targets across all county-wide sites.

Maintain and oversee the e-RS system to ensure data accuracy, promptly identifying and resolving any system errors.

Provide patients, relatives, and carers with a supportive, informative, and efficient service.

Optimise county-wide clinic capacity through effective management, including adjusting clinic schedules to balance new and follow-up appointments within clinical and wait time constraints.

Allocate specialty capacity effectively, considering the clinical abilities and specialisms of the team, making decisions to balance capacity and demand for optimal resource use.

Use expertise to supply service managers with timely information on capacity shortfalls, offering recommendations and solutions for reallocation where needed.

Ensure prompt and efficient processing of referral letters, liaising with GPs and consultants as required.

Manage the timely and accurate cancellation and rescheduling of clinics and appointments.

Identify and escalate issues in internal and external processes that could impact the work of the Central Booking Office (CBO) to the appropriate team members.

Adhere to various CBO and Trust-wide policies and procedures.

Use tact and persuasive communication to encourage attendance for procedures, particularly with patients who may be anxious, distressed, or hold negative perceptions.

Assess incoming inquiries or unexpected events, determining appropriate and timely actions, including booking appointments as necessary.

Prioritise and manage own workload to ensure all tasks are completed within required timeframes.

Undertake any additional duties relevant to the role as directed by the Line Manager.

Provide departmental coverage during periods of absence or annual leave

Person specification

Qualifications

Essential

• Evidence of basic schooling/Education (GCSE) with English, Mathematics or Equivalent

Desirable

• Professional customer care skills equating to NVQ level 3

Experience

Desirable

• NHS experience
• Knowledge of medical terminology
• Experience of working in customer care/ call centre environment

Knowledge/ Skills

Essential

• Good communication skills, written and verbal
• Good IT skills and a high level of proficiency in Microsoft office
• Excellent organisational skills
• Keyboard skills equivalent to RSA 3
• Ability to learn various IT systems and use them alongside each other

Ability to work as a part of a multidisciplinary environment

About the employer

We take pride in placing people at the centre of everything we do, working together as a united team. Driven by a shared ambition to continually grow, develop, and learn, we recognise and value every contribution. By combining our experience and skills, we not only support our vibrant, diverse communities, but also support one another.

With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.

The Central Booking Office (CBO) comprises over 75 staff, including Management, Lead Supervisors, Supervisors, Booking Specialists and the Admin & Phone team. Upon completion of training, there may be an opportunity to join the hybrid working rota.