BAS Hub Booking Specialist
Job summary
Working as part of the Bookings Administration Service (BAS) for the Outpatient Directorate, this role involves providing high-quality administrative support within a patient-focused environment. Key responsibilities include handling phone calls and emails from patients, addressing a wide range of enquiries such as booking, rescheduling, and cancelling appointments, and maintaining accurate patient information across multiple electronic systems (EPR, eRS, DrDr, etc.). The Support Hub sits alongside the Booking Hubs providing clinic template and patient contact centre functionality.
The position requires effective management of outpatient services including appointment scheduling (with interpreters when needed), DNA actions, referral registrations, and short-notice bookings. The role also supports clinicians by executing appointment-related requests and ensuring booking processes are followed.
Staff will be expected to meet key performance indicators (KPIs) and contribute to service improvements through engagement in pathway development and pilot initiatives.
Main duties of the job
This role provides comprehensive administrative support within the Bookings Administration Service, acting as a key point of contact for patients and services. You would be responsible for managing outpatient appointments, including booking, rescheduling and cancellations, while handling patient enquiries via telephone and email.
The post holder will maintain accurate patient information across electronic systems, processes referrals and clinical administration tasks through EPR, eRS, DrDr and other Trust systems, and coordinate additional patient support services such as interpreters and alternative communication formats.
In addition, the post holder provides support with staff training, general office administration and actively contributes to team engagement and the promotion of high-quality outpatient services.
About us
CHFT is an integrated acute and community Trust serving diverse communities across Calderdale and Kirklees, with strong partnerships across West Yorkshire. We are proud of our One Culture of Care -- caring for each other with the same compassion, kindness and respect that we show our patients -- and of the values that underpin how we work: we put people first, we go see, we work together to get results, and we do the must dos.
CHFT is recognised as a forward looking, digitally enabled Trust, with a strong track record of using data, innovation and system collaboration to improve quality, safety and outcomes. We are ambitious about the role that acute trusts play in prevention, population health and reducing inequalities, and this post sits at the heart of that agenda.
Job description
Job responsibilities
Handling and receiving phone calls and emails from patients and being able to assist them with a variety of enquiries including booking, rescheduling and cancelling appointments. Demonstrating tasks as part of staff training. To proactively ensure that all information held on electronic systems is correct and up to date. Booking, cancelling and rescheduling appointments at the request of clinicians and services as well as being able to utilise relevant computer systems in order to ensure that patients are booked in priority order. Book, reschedule and cancel interpreters in relation to outpatient appointments and request alternative letter types (e.g. braille). Action DNAs on eRS. Registering non eRS referrals in EPR. Create and administer encounters in EPR. Complete all relevant actions in DrDr relating to outpatient appointments Complete all administrative functions in relation to requests via the Appointment Form system. Action deceased list to ensure outpatient appointments are cancelled. Ring patients for short notice bookings or cancellations. Complete Add / Set administrative functions. Follow specific booking processes such as Fracture Clinic or TB. Engage in pathway developments and pilots to improve outpatient services. Complete advocacy requests from eRS. Performing EPR functions for CAS clinics. Requesting blood forms or repeat prescriptions for patients. Achieving personal KPIs in relation to Hub targets. Escalate capacity and demand and slot utilisation issues within the hub for review. Utilise multiple KP+ models to complete processes. Full training will be given on all systems and tasks. Carry out general office admin duties such as scanning, photocopying and handling post. To always maintain confidentiality. Be an ambassador for your Hub Actively participate in team briefings Be responsible for and complete all Essential Safety Training (EST) and any other training required. The Support hub and clinic hubs have different functions. This job description encompasses all functions of the Bookings Administration Service.
Person Specification
Qualifications and Training
- GSCE English grade 3 -9, (A*-D, or equivalent), GCSE Mathematics grade 3 -9, (A*-D, or equivalent)
- Motivation to develop the role and themselves
- Customer focused training already undertaken
Knowledge, Experience and Expertise
- Experience of working within in a customer focused setting, office/admin environment
- Understanding of the importance of accuracy and confidentiality in handling patient information.
- Awareness of equality, diversity, and accessibility needs (e.g., interpreters, alternative letter formats).
- Ability to demonstrate excellent communication skills.
- Experience using various administrative computer systems and good computer skills
- Able to work quickly and accurately meeting deadlines and performance targets
- Competent IT skills, including Microsoft Office applications.
- Ability to follow processes and standard operating procedures consistently.
- Problem-solving skills and ability to escalate issues appropriately.
- Knowledge of EPR / E-Referral (ERS)
- Knowledge of NHS outpatient pathways and booking processes.
- Familiarity with RTT rules and outpatient targets.
- Experience of working within an office-based NHS setting
Communication and Relationships
- Good organisational skills
- Good oral, verbal and written communication skills
- Able to work on own and as part of a team
- Able to handle telephone and email enquiries in a professional manner.
- Strong attention to detail and accuracy.
- Resilient and able to work under pressure while maintaining high service standards.
- Team player with a willingness to support colleagues.
- Flexible and adaptable to service needs.
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.
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.
Employer details
Employer name
Calderdale and Huddersfield NHS Foundation Trust
Address
Huddersfield Royal Infirmary
Acre Street, Lindley
Huddersfield
HD3 3EA
United Kingdom
Employer's website
https://www.cht.nhs.uk