Centralised Telephone Booking Clerk

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Main area Centralised Telephone Booking Clerk Grade Band 2 Contract Permanent Hours Full time - 37.5 hours per week (37.5 hours per week. Monday to Friday - 9am - 5pm or 8am - 4pm, however the department operates between the hours of 8.00 - 20.00) Job ref 435-D117-26-A

Site Burnley General Hospital Town Burnley Salary £25,272 per annum Salary period Yearly Closing 17/08/:00

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

Job overview We have the following hours available:

Full-time: 37.5 hours per week

Are you enthusiastic, motivated, want a new challenge and looking to be part of an inclusive, supportive team in a role that's interesting, varied and rewarding?

Due to promotion of colleagues, we invite you to apply for an admin role within our Telephone Appointment Booking Centre based in Burnley General Teaching Hospital.

The initial salary is currently £25.272 after completion of training, skills and competencies, and rising further to a Band 3 £27,476 (pro-rata).

The department is the central hub for outpatient bookings, and operates, flexibly over 5 days, covering the hours 08:00 - 20:00.

The ideal candidate will have experience of working in an administrative environment with good knowledge of Microsoft applications. Candidates must be a good team player, willing to learn and able to multi-task in a fast-paced environment.

Benefits of working for East Lancashire Teaching Hospital, include;

• - 27 days annual leave entitlement for new colleagues,
• - All Bank Holidays on top of your annual leave entitlement
• - Discounts at gyms, restaurants, family days out across the UK, holidays abroad and airport parking, well-being apps and much more.

Main duties of the job Duties include liaising with patients and internal departments over the telephone, registering patient details and referrals onto the relevant system, booking and confirming appointments, dealing with enquiries to manage appointments, escalating appointment deficit or surplus and other general clerical duties.

The main systems used within the department are Cerner Millennium, e-Referral Service, Somerset Cancer Database, ARC Telephone communication system and the Booking Centre app. The majority of these are internal systems which you will be trained to use.

Working for our organisation We're open Monday to Friday 8am to 8pm, excluding Bank Holidays. Our main shifts are 8am to 4pm & 9am to 5pm for full-time, and 4-8pm for part-time but we try to accommodate flexible working during those hours.

We know we can provide you with a great place to work, alongside a fantastic friendly, inclusive and supportive team who are working side by side with other departments to give the people of East Lancashire the best care possible.

The aim of this Trust is to improve the health of our people and provide the best possible care to the population in which we serve.

Staff are valued and we can offer excellent opportunities for further training and development. Some of our colleagues have progressed into leadership roles within ours and other areas of the Trust.

Detailed job description and main responsibilities To provide an efficient and effective booking service and associated function to all patients accessing services provided by the Trust.

• Helping to ensure that there are robust systems in place that assist the service user and other staff to provide safe, personal and effective care.
• Helping to ensure that all teams work to agreed standards across the specialties, providing a first-class service and appropriate management of referrals, appointments, and data recording. To meet both local and national targets, income generation and compliance with Trust standards and policy.
• You will have a full understanding of booking processes, and ensure standards are implemented, adhered to, maintained and approved to ensure patients are appointed and their pathway is managed appropriately.
• Liaising with patients/carers to agree all appointments/attendances, cancellations and re-booking. Manage non-attendance in-line with the Trust's Access Policy.

Person specification Qualifications

• GCSE in Maths 4-9 (or equivalent)
• Customer Care NVQ Level 3, or equivalent or willing to work towards ECDL/CLAIT or equivalent experience
• IT Qualification
• Business Administration / Customer Service

Experience

• Experience of using communication skills including both verbal and written, including face to face, telephone and email
• Experience of using Microsoft Office Packages, including Excel, Word and Outlook
• Experience in a similar administrative role
• Experience of customer service skills
• Experience of working in a call centre environment
• Experience of working in a hospital environment

Skills and Knowledge

• Ability to prioritise and cope with a busy workload
• Ability to work under pressure to meet deadlines and targets
• Able to work as part of a team and alone using own initiative
• Ability to work to standards with a good level of attention to detail
• Excellent organisational and co-ordination skills / ability
• Ability to demonstrate confidentiality and sensitivity when dealing with the public

Dear Potential Applicant,

It is important you are made aware of the following as regards your application to East Lancashire Hospitals NHS Trust

• Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.
• This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.
• Please ensure you check the email account from which you apply regularly as we will use this to contact you regarding your application.
• Please note that shortlisting is completed anonymously with candidates being assessed against the essential criteria for the post. Therefore only applicants, who can clearly demonstrate how they meet our person specification criteria in their application, will be short-listed.

Disclosure and Barring Scheme (DBS)

If the role you are applying for is identified as either controlled or regulated activity as defined in in the Safeguarding vulnerable Groups Act (2006) any offer of employment is provisional upon a satisfactory DBS check being obtained.

The healthcare sector is exempted from the Rehabilitation of Offenders Act 1974.

In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied. Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary. However, if you are applying for a post as a BANK worker, the payment must be made in full at the time of employment checks. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed.

The cost of an Enhanced Disclosure will be £55.38 and for a Standard Disclosure will be £27.38.

This cost is not applicable for a Volunteer post



The Trust is an equal opportunities employer, committed to improving the working lives of our staff and operates a 'Zero Tolerance' policy to aggression, violence, bullying and harassment. In addition, our aim is to help protect children and vulnerable adults by providing a first-class service to the recruitment of people into positions of trust.

We aim to employ a workforce that reflects the diverse communities we serve.

We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background.

We especially welcome applications from members of our black, Asian and minority ethnic (BAME) communities, as we have identified that ELHT has an under-representation of BAME employees. Appointments will be made on merit.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme.

If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible. By telephone or email write to Employment Services, Parkview Offices, Haslingden Road, Blackburn, BB2 3HH
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