Job summary

You will be one of the Booking Team Managers responsible for line management of a booking team at our office based at Rouen Road. The office is open planned call center environment. As a Team we are focused on upholding the Trust Pride Values. The teams are responsible for booking first outpatient appointments both via the telephone and electronic communications. Processing cancellations and updating all hospital systems to contain identical information. Dealing with internal and external parties. Training and Supporting Development of Staff is a vital part of this role.

Main duties of the job

• Hold daily meetings with their team to understand work pressures and where support is needed.
• Work to tight deadlines, prioritize team workload and cross cover multiple services.
• Book patients appointments, ensuring they are within the trust target and the appropriate data and clinic codes are mirrored within multiple booking systems.
• Recruit, train and develop new staff when vacancies arise.
• Implement new systems and training programs to meet with data quality compliance and policy changes.
• Hold return to work and first stage attendance meetings.

About us

Join us at the [Employer hidden — sign up to reveal] and be part of a workforce of over 10,000 staff! The [Employer hidden — sign up to reveal] is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world. We offer benefits including flexible working hours, fast track physiotherapy, discounted gym memberships, excellent pension, and more.

Job responsibilities

• Ensuring that telephone enquiries from patients, General Practitioners and the Services within the Trust are dealt with in an appropriate manner and within agreed timescales.
• Ensure Postal referrals for outpatients appointments are dealt with as per Trust policies and procedures.
• To ensure the team accurately book new and follow-up outpatient appointments within the patients 18 week pathway.
• Responsible for making sure the team/directorates are consistently advised, updated on booking issues.
• Ensure the team review the referral work bench and update on a weekly basis.
• Advise and assist all relevant staff in the correct manner of recording referrals.
• Be fully aware of PAS, Choose & Book, Outpatient Referral Console and Somerset system updates.

Please refer to the Job Description for the full specification. Please note this position does not meet UKVI eligibility for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role.

Person Specification

Qualifications

• PAS, eRS, Somerset, Outpatient Referral Console, SCR systems etc as appropriate & Microsoft Outlook & Word

Experience

• Significant experience & knowledge of all outpatient booking policies and processes

Skills

• Good analytical and problem solving skills, the ability to forward plan & prioritise, delegate & meet deadlines
• Ability to work flexibly as required

Attitude & Aptitude

• Able to train, promote & develop others
• Effective role model, demonstrating [Employer hidden — sign up to reveal]'s PRIDE values
• Demonstrates understanding and commitment to Equality, Diversity and Inclusion

Employer details

Employer name: [Employer hidden — sign up to reveal]

Address: 20 Rouen Road, Norwich, NR1 1QQ

Employer's website: [Employer hidden — sign up to reveal]

Contact for questions: Sally Lucas, [Employer hidden — sign up to reveal], [contact hidden]