Overview
We are looking for an excellent individual to join our team of booking clerks in Haematology and Oncology Services. This post will mainly be based at the Aylesford Unit Warwick Hospital and Rigby Unit at Stratford Hospital. As part of the booking team you will provide specialised, comprehensive and confidential patient‑centred clinical administration and booking service within Oncology and Haematology services. You will cover the outcome of clinics, process referrals, book patient appointments, provide reception cover and deal with queries from patients and their carers in person and by telephone/email. This role is a perfect opportunity for someone who has excellent communication, customer service and organisational skills, works well as a member of a team and can meet deadlines under pressure.
Responsibilities
- Provide booking cover for consultants, junior medical staff and nursing staff, ensuring new and follow‑up appointments are booked and patients are greeted to clinic and outcomed appropriately.
- Support the management of elective and/or emergency pathways, including Cancer, Referral to Treatment Targets (RTT) and e‑referrals.
- Deliver a specialty‑specific single point of access for patients and work collaboratively with administrative team members within Cancer Services.
- Register and change patient details, input referral data onto PAS, Somerset Cancer Register, MOSAIQ Oncology Management system, and other referral databases, incorporating RTT and cancer waiting times.
- Open and stamp post, check emails and distribute accordingly; print Choose & Book referral letters; scan referral letters onto the relevant database; type correspondence within cancer services.
- Book follow‑up appointments from clinic and make appointment bookings using PAS and the e‑referral application.
- Contact patients to attend appointments at short notice or rebook when cancellations occur.
- Liaise with patients, answer phones efficiently, politely and promptly; transfer callers to relevant extensions where necessary.
- Work with reception staff and notify them of patient cancellations on the day of clinic.
- Arrange transport/interpreters for follow‑up appointments where required.
- Maintain up‑to‑date documentation, including clinic codes.
- Process 2‑week wait referrals for set specialities, scan referrals onto the database, alert line managers or GMs if no capacity to book within 2‑week guidelines, input data into the Cancer Database, run and check reports as required.
- May be required to train and support more junior staff with departmental processes and procedures.
Qualifications
- Customer Service NVQ III or equivalent.
Experience & Skills
- Demonstrated understanding of the key functions of a receptionist/booking clerk role.
- Working knowledge of Microsoft Office, PAS, Articulate.
- Proficient in Excel and PowerPoint.
- Excellent communication skills, friendly and professional telephone manner.
- Strong prioritisation and time‑management skills.
- Ability to work under pressure and meet deadlines.
- Understanding of patient confidentiality.
- Experience of data entry into cancer databases.
- Experience with referral processing and reporting.
Personal Qualities
- Responsive as an individual or team member.
- Conscientious, hard‑working and reliable.
- Ability to handle distressing situations with patients/relatives.
- Initiative, honesty and integrity.
- Adaptable to change, flexible and capable of adjusting tasks at short notice.
- Able to work across different sites; ideally holds a driving licence.
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