Band 3 - Patient Booking Admin Assistant - UCLH

University College London Hospitals NHS Foundation Trust (UCLH) are searching for a passionate Patient Booking Assistant to join their highly skilled team.

UCLH is one of the most complex NHS trusts in the UK, serving a large and diverse population.

We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas.

Administrative processes underpin all of our clinical activity at UCLH, which means our dedicated and enthusiastic patient administration workforces are vital to the delivery first class care.

We offer patient administration roles in front of house areas, on our wards, in the patient booking team and supporting our clinical teams.

Administrative staff are supported in their career progression with the offering of 3 types of learning to suit individual needs:

1. Certified learning, i.e. Apprenticeships are free on the job programmes. These nationally recognised qualifications are available for newly appointed apprentices, and also for permanent staff.
2. Modular learning (not certified)
3. Standalone learning

There are three main Patient Booking Teams at UCLH, based at the RNENTEDH, the National Hospital for Neurology and Neurosurgery, and at UCH headquarters. The Imaging department also provides a dedicated Patient Booking team for the service.

The role of Patient Booking Assistant is key to ensuring our patients are supported and assisted from the first contact they have with UCLH, to ensure an overall positive patient experience. The post holder is required to provide a responsive call handling service, process referrals and book appointments, and provide patients or service users with any information they need regarding our services.

1. Answer inbound telephone calls promptly, and in a polite and friendly manner.
2. Respond appropriately to queries, using all available information sources to provide a response.
3. Proactively provide relevant and helpful information to patients and colleagues.
4. Where a query cannot be resolved, redirect the call to an appropriate contact who will be able to assist using TED/PBT Directory.
5. Make outbound calls as required to patients, GP's, GDPs and referrers.

1. Book first appointments in line with the Trust's Access Policy and Appointment management and booking in turn standard operating procedures, calling patients to agree an appointment date and time as required.
2. Reschedule appointments in line with the Trust's Elective Access Policy and Local Policy and Appointment management standard operating procedure.
3. Ensure patient pathway status is identified and appointments booked accordingly, in line with regulatory access targets and as set out in the Elective Access Policy to ensure that all appointments made by the central team are in line with access targets.
4. Print appointment letters and send relevant information or preparation to patients in advance of their appointments where required.
5. Inform PBT Team leader of appointment capacity issues when they are identified.
6. Ensure that the first available appointment is booked for patients, maintaining an awareness of patient choice.
7. Monitor the appointments cancelled by patients via SMS workqueue and complete follow up actions in line with local policy.
8. Monitor the DNA workqueue for first appointments and reschedule in line with local policy.

1. Receive new referrals via eReferral system and tertiary referrals and GDP via letters and email and check Epic to see if the patient has been previously registered with a hospital number.
2. Ensure the relevant referral forms are completed and sent by the referrer if required.
3. Register all patients who do not already have a hospital number in line with the Patient Registration SOP and that no duplicate records are created.
4. Add referrals for patients on Epic, complete relevant fields in referral navigator and allocate the referral to the appropriate specialty, escalating where it is unclear from the referral which specialty is appropriate and in line with the Referral Management SOP.
5. Scan and upload any relevant referrals documents into referral navigator.
6. Input triaging information from Epic to eReferral system by monitoring the relevant workqueues.
7. Contact referrers to clarify the information provided in referrals if unclear or incomplete and ensure all communication to the referrers are recorded within the referral navigator.
8. Communicate a consultant's decision not to treat or accept the referral back to a patient, ensuring documentation is sent to the referrer and patient using the referral workqueues.
9. Understand the rules of RTT management and apply when required.
10. Dispose of old referrals in line with the Trust's Information Governance policy and the Document Management SOP.
11. Identify private and overseas patients, and escalate to PBT Admin coordinators or follow the guide in the local SOPs.
12. Identify any out of date criteria of referral forms and elevate to the PBT team leader.

1. Provide reassurance for patients who may be anxious or unclear about their appointment or referral.
2. Ensure both verbal and written communication is clear and accessible to patients and service users.
3. Where possible, use empathy and understanding to resolve issues for patients, and prevent conflict arising.
4. Contact patients as required, for example to remind them of their appointment, or when there are short notice cancellations.
5. Respond to email queries from patients and colleagues promptly.
6. Arrange for an interpreter where required.

Educated to GCSE level or equivalent, with Grade C or above in English and Maths.

Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment.

Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.

Experience of working in a non routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).

Experience of working in a customer facing environment, with knowledge of a comprehensive range of administrative procedures.

Ability to make decisions in a constantly changing environment, using judgement to deal with queries or escalation where necessary.

Advanced keyboard skills and competent use of IT systems.

Able to deal with sensitive information with tact, diplomacy and understanding.

• Flexible working hours
• Weekly salary
• Staffing Bank workers can contribute to their NHS pension
• Priority of shifts over all agency workers
• Competitive pay

Apply now for this fantastic opportunity by uploading your CV, and a member of our recruitment team will be in touch.