Oncology Booking Officer
Job summary
Are you an experienced individual who is able to demonstrate excellent communication, operational and interpersonal skills? If so, this could be the perfect role for you! A patient-centred approach is a must for our teams who are proud of providing a courteous and friendly oncology booking service to our patients . This is a fast paced, demanding environment and you should have excellent communication skills.
You will be responsible for processing all new Oncology referrals including any subsequent requests relating to the XRT pathway, prioritising work and booking patient appointments whilst having full regard to achieving cancer targets. You will communicate with our patients in a friendly and professional manner, demonstrating excellent customer care skills.
Main duties of the job
You will be responsible for ensuring that a professional, comprehensive administrative service is effectively delivered to all patients and members of the department. This will be through the correct processing of all new patient booking requests, monitoring breach dates and correctly making appointments with strict adherence to Trust protocols and cancer wait times.
You will work closely with clinicians, clinical leads and managers to ensure the delivery of therapeutic pathways. You will be multi-skilled, have a good working knowledge of appointment booking templates and an understanding of capacity and demand issues. You will be required to rotate through all areas of Oncology booking services.
This will include, but is not limited to: Flexibility will be key in supporting the department to meet the needs of the service.
About us
We have 10,000 fantastic people working hard to deliver quality services to our patients. Whatever your role, you help look after 370,000 people in our local area & give specialist care to 1.5 million people across Lancashire & Cumbria.
Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns. You'll have access to varied development opportunities, learn new skills, meet fab people & do things you'd never have done.
You'll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path. You'll make an impact, be challenged to think differently, be bold & help innovate to keep improving things. Everything we do centres around patient care which means your role is pivotal and something really to be proud of.
Job responsibilities
Responsible for accurate booking process. Utilise in-depth knowledge of appointment booking protocols to correctly book patient planning scan, treatment and any associated appointments and send detailed appointment letters containing instructions. Ensure maximum utilisation of appointment slots (including cancellation slots) and communicate changes to relevant staff.
Demonstrate a specialised knowledge of cancer waits and how this affects the booking process, ensuring patients are booked accordingly via MOSAIQ booking system and Harris Flex. Use judgement and experience in dealing with patient queries and decide on the appropriate course of action. Provide advice and reassurance to patients on preparation for examinations, giving out complex and sensitive information, such as diet and starving instructions.
Be a point of contact for patient queries relating to their radiotherapy schedule, ensuring a professional manner is maintained. Confidently provide information where there may be barriers to understanding. Communicate well with and respond to enquiries from the public, medical personnel and a wide range of colleagues at all levels across the Trust.
Communicate with patients to understand if further investigation is needed prior to ensure appropriateness of booking. Recognise the need to involve and liaise with external bodies such as other hospitals, dental surgeries and care homes to obtain the necessary information. Demonstrate an approachable and helpful manner at all times. Give guidance and support to colleagues in the provision of an efficient service.
Deal with queries relating to all aspects of the admin function. Deal with any problems/queries in a consistent and timely manner, ensuring that all relevant information is provided to assist in a quick resolution to any problem. Escalate any major issues, problems or complaints to supervisors, managers or relevant clinicians. Maintain confidentiality at all times as required by legislation and Trust policies.
Support performance monitoring, ensuring patient appointments are booked in strict accordance with booking guidelines, with full regard to cancer and Trust RTT performance measures. Document all patient deferrals/amendments to bookings, contact patients to inform them of cancellations at short notice and ensure this information is cascaded appropriately.
Act as a primary contact for cancer teams, work to ensure waiting times are strictly adhered to and arrange for any necessary adjustments to fall in line with Trust and national targets Work alongside teams of staff across the Trust to ensure that all required standards are achieved and maintained to meet departmental and Trust targets. Actively participate in the PDP process, undertaking any learning and development opportunities identified.
Participate in the departments appraisal/monitoring system Undertake induction and training of band 2 staff and band 3 colleagues, identifying and carrying out training as required.
Person Specification
Qualifications &
Education · Essential
GCSE English and Maths at Grade C or above OR Level 1 Numeracy and Level 2 Literacy skills Literacy skills Administrative skills
Desirable
NVQ 2 or equivalent in Office Administration or similar e.g. CLAIT Knowledge &
Experience · Essential
Experience of use of Office software e.g. Microsoft Word, Excel Previous experience working with the public / customer care Administrative experience and experience of working in a front of house position
Desirable
Experience in similar post in the NHS Knowledge of medical terminology. Experience with Quadramed, Evolve, MOSAIQ, Varian systems
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) . From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .
