Golden Jubilee National Hospital
NHS National Waiting Times Centre
Agamemnon Street
Clydebank G81 4DY
Scotland
Telephone 0141 951 5000
Chief Executive Jill Young
Fax 0141 951 5500
Recruitment line: 0800 0283 666
Dear Candidate
POST: BOOKING OFFICE TEAM LEADER
HOURS: 37.5
CLOSING DATE: 9 AUGUST 2013
The National Waiting Times Centre Board welcomes your enquiry in connection with the
above post. Please find enclosed an information pack.
Should you wish to submit an application for the above post, please ensure you do so in
advance of the closing date. Late applications will not be forwarded for short listing.
Should you contact the recruitment team to discuss any queries regarding your application it
is advisable that you retain the job reference number as you will be asked to quote this when
you call. Please note that we no longer acknowledge receipt of applications and
therefore you will not receive any further communication until after the post has been
shortlisted.
In the meantime, I wish you success with your application and should you require any further
information or wish to check the progress of your application please do not hesitate to
contact the recruitment team on the contact telephone number shown above.
Yours sincerely
Lynn Mitchell
Recruitment Assistant
NATIONAL WAITING TIMES CENTRE BOARD
INFORMATION PACK
FOR THE POST OF
BOOKING OFFICE TEAM LEADER
37.5 HOURS PER WEEK
REFERENCE NUMBER SHOW/1349
CLOSING DATE: 9 AUGUST 2013
NATIONAL WAITING TIMES CENTRE BOARD
GENERAL INFORMATION FOR CANDIDATES

This information package has been compiled to provide prospective candidates with
details of the post and background information about The National Waiting Times Centre
Board.

The contents of this package are as follows:o Job Description/person specification
o Terms and Conditions of Service
o Application Form
o Equal Opportunities Monitoring Form
o Information on Agenda for Change

The Equal Opportunities Monitoring form is required for monitoring purposes only and
will not be made available to the interview panel during any part of the recruitment
process.

Please note, to ensure that we adhere to our current policy on Equal Opportunities; CV’s
received with Application Forms will be destroyed prior to Application forms being
passed for Short listing.

NWTC operates a NO SMOKING Policy on all Premises and Grounds.

All offers of employment will be subject to the receipt of satisfactory References,
Occupational Health screening and Disclosure Scotland clearance.

Please send your completed application to:Recruitment Team,
HR Department
Golden Jubilee National Hospital
Agamemnon Street
Clydebank
G81 4DY

When returning your completed application and any associated enclosures by Royal
Mail you must ensure that the correct postage cost is paid. We have been informed by
the Post Office that they are retaining those which have been underpaid. This has
resulted in completed applications not being returned until after the closing date, and not
being included for short listing.

The short listing process will take place shortly after the closing date.

As a Disability Symbol user we recognise the contribution that all individuals can make
to the organisation regardless of their abilities. As part of our ongoing commitment to
extending employment opportunities all applicants who are disabled and who meet the
minimum criteria expressed in the person specification will be guaranteed an interview.

The organisation has introduced a set of shared values. These values will be measured
during the Competency Based Interview. The values are:
o
o
o
We will treat everyone with dignity and respect
We will take responsibility to do our jobs well
We will demonstrate our commitment to quality
o
o
We will work effectively with others in teams
We will display a “can do” attitude at every opportunity
GOLDEN JUBILEE NATIONAL HOSPITAL
TERMS AND CONDITIONS OF SERVICE
1. Terms and Conditions of Service
The terms and conditions applicable to this post are those of all NHS Employees.
2. Superannuation
You have the option to join the NHS Superannuation Scheme, to participate in the State
Earnings Related Pension Scheme or to take out a Personal Pension.
Employee’s contributions to the NHS Scheme amount to 5% to 13.3% of salary (depending
on rate of Pensionable Pay) and the employers’ contribution equates to 13.5% of salary.
Employees in the NHS Scheme are “Contracted-out” of the State Earnings Related Pension
Scheme and pay a lower rate of National Insurance contributions. Employees who choose to
participate in the State Earnings Related Pension Scheme pay the higher rate of National
Insurance contribution. A Stakeholder Pension is also available.
3. Salary
£18,838 TO £22,016
4. Grade
This post is offered on a Band 4
5. Annual Leave
The annual leave entitlement in a full year commencing 1st April to 31st March is 27 days,
rising to 29 days after 5 years’ service and 33 days after 10 years’ service. There are 8
Statutory and Public Holidays in each leave year. (Pro rata where applicable)
6. Hours of Duty
37.5 Hours per week
7. Tenure of Employment
This post is offered on a permanent basis
8. Asylum and Immigration Act 1996
Under the Asylum and Immigration Act 1996, we are required to carry out checks to ensure
that all prospective employees are entitled to live and work in the United Kingdom. You will
therefore be asked to provide appropriate documentation prior to any appointment being
made.
NHS National Waiting Times Centre
Benefits
NHS Superannuation scheme:
All staff are eligible to join this scheme from date of commencement. Employee
contributions vary from 5% to 13.3% depending on annual pensionable pay. Benefits
include a lump sum and pension when you retire, life assurance of 2 years’ pay while
you are working, pension and allowances for your spouse and children in the event of
death, and benefits for ill-health retirement. Members of the scheme receive tax
relief on contributions and Lower National Insurance contributions.
Annual leave entitlement (including public holidays):
35 days annual leave on appointment
37 days annual leave after 5 years
41 days annual leave after 10 years
Free car parking
Continuing professional development opportunities
Discounts at the associated Beardmore Hotel
Leisure Club membership – Get fit and healthy at the Beardmore Leisure Club for only
£28 per month.
Childcare vouchers – If you are a working parent with children under the age of 16 you
could save up to £1,196 per parent, per annum on the cost of childcare.
For more information about the benefits and discounts available to NHS staff, visit
www.nhsdiscounts.com
GOLDEN JUBILEE NATIONAL HOSPITAL
JOB DESCRIPTION: - Booking Office Team Leader
1. JOB IDENTIFICATION
Job Title: Booking Office Team Leader, (Band 4)
Department(s): Business Services
Job Holder Reference:
No of Job Holders: 2
2. JOB PURPOSE
To co-ordinate and supervise all administrative activities relating to patient referrals and
scheduling of all patient appointments.
3. ORGANISATIONAL POSITION
Booking Office Manager
Booking Office Team Leader
Booking Office Co-ordinators
4. SCOPE AND RANGE
Budget:
Responsible for maintaining stock control in the Booking office and is required to ensure that
resources are used efficiently and effectively. The postholder also provides information used in
the formation and monitoring of Departmental budgets and for use by the Scottish Executive in
monitoring waiting times targets and activity.
Staffing:
Responsible for the day-to-day supervision, and co-ordination of the staff within the booking
office.
Involved in staff selection and participates in staff interviews.
Training – Responsible for the training of staff on subjects relating to the booking office.
Level of Service:
Business service & Radiology Booking Offices processes in excess of 20,000 patient referrals per
department per annum.
5. MAIN DUTIES/RESPONSIBILITIES
Reconcile Referrals sent with Health Board Allocations, tracking all referrals from external sources
and ensuring correctly updated on HELIX system and waiting list spreadsheets.
Produce statistical reports, as required, for ISD (Scotland's national organisation for health
information, statistics and IT services), Hospital Management, IST (NHS, Improvement and
Support Team) and other agencies as required.
Be a key contact for all health boards concerning any queries for both Treat and See & Treat
referrals. Ensuring any potential breach queries are dealt with quickly and efficiently and in line
with waiting times target dates.
Responsible for ensuring HELIX outpatient clinics are fully utilised on a weekly basis.
To support the waiting list management by ensuring that all patient related information, including
outcomes and unavailability are recorded timeliously and accurately.
Responsible for checking, on a daily basis, that all admissions have a theatre slot.
Responsible for the day-to-day supervision, and co-ordination of the staff within the booking
office. Supporting, motivating and monitoring staff work levels and discussing requests on
Personal Development Plans and carrying out appraisals, as instructed by the Manager.
Highlighting any training issues and ensuring that appropriate training is received.
To have an understanding of the Patients Rights Act (Scotland) 2011 and a working knowledge
of the legislative demands of the Treatment Time Guarantee(TTG)
To provide Patients Rights and TTG guidance and support to the co-ordinators.
To have a working knowledge and understanding of ‘New Ways’ Principals,TTG and 18 week
guidelines as set out within the Scottish Executive Health Department Guidance on defining and
measuring waiting times.
Maintain a high standard of efficiency in the day- to-day organisation of and coordination of
patient referrals, including replacing short-notice cancellations on both the outpatient list and the
theatre list.
Coordinate all patient appointment letters, including all relevant information, e.g. admission
instructions, fasting instructions, pre-examination medication requirements according to specific
specialty and Department protocols.
Liase with Clinical Staff to pass on information regarding allergies and contra-indications.
Ensure telephone enquiries, patients, relatives and visitors are dealt with quickly and efficiently.
Input patient information and relevant financial information into the PAS, SCI and Radiology
Information system (RIS) and spreadsheets.
Liaise with internal and external referrers/agencies, private medical insurance companies and
consultants regarding patient information.
Co-ordinate patient/ escort transport as necessary in conjunction with the Transport Manager.
Deputise for the Booking Office Manager.
Co chairs team meetings meetings.
Collates and inputs statistical information into complex spreadsheet. Creates spreadsheets as
required.
Order stationery supplies for the Department.
Organise regular maintenance to fax machines and photocopiers within the Department.
Ensure patient confidentiality is maintained in accordance with Hospital policies and statutory
regulations
Handle customer complaints in accordance with Department guidelines.
Participate in the Hospital Performance Management Programme including production of
Personal Work Plans and establishing training needs for the team.
6. SYSTEMS AND EQUIPMENT
A comprehensive working knowledge of all computerised clinical systems relevant to Booking
Offices e.g. HELIX, Portal , OPERA, eOutcomes, RIS, DATIX, eESS.
Understanding of the clinical procedures carried out within the Department and across the
specialties.
Competent and confident with office systems used to carry out job, i.e. Word, Excel etc.
Operation of telephone and paging system.
Operation and maintenance of fax, photocopier, printer and shredder as required.
A good working knowledge of medical terminology.
7. DECISIONS AND JUDGEMENTS
Communicates with staff, patients and external agencies.
Plans and priorities own workload and that of others within the booking office in accordance with
standard operating procedures.
Works without direct supervision, advice available from Line Manager when required.
Manages referral processes according to department guidelines.
Exercises judgement when dealing with patient enquiries and resolving patient problems.
Implements change in their own day-to-day workload to ensure efficiency.
8. COMMUNICATIONS AND RELATIONSHIPS
Communicates with staff, patients, and external agencies maintaining clear lines of
communication at all times with various sources:
Staff within the Department.
 Liaise with clinical staff to ensure coordination of patient referrals. Trains staff within own
area of responsibility. Participates in Departmental meetings on a weekly and monthly
basis.
Staff in other Departments:
 Liaise with staff from various departments throughout the hospital as required in order to
carry out job, e.g. Theatres, Outpatients, Senior Nurses, Theatre co-ordinators, Reception,
Maintenance Stores, Wards, finance on an ongoing basis.
Patients and Relatives:
 To convey information involving appointments, surgical and non-surgical procedures,
radiological examinations, precautions and side effects of examinations, offering
reassurance when required and dealing with patient complaints.
Staff outwith the Hospital:
 Liaises / negotiate with staff in other hospitals / agencies in order to maintain flow of
referrals, X-rays and information about patients as required.
 Liaises with staff in 17 NHS Scotland Boards and agencies.
9. PHYSICAL DEMANDS OF THE JOB
Sitting at VDU for a substantial period of working time (80% of working day) but with frequent
interruptions.
Operate office machinery (photocopier, fax, printer etc).
Type statistical information with accuracy (A high degree of concentration is required).
10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Juggling the different aspect of the post, changing tasks constantly in response to demands
from management, referrers and administrative staff.
Ensuring the Department activity targets are met.
Range of work procedures and practice, majority non-routine.
Changing referral sources and patient volumes presents a challenge in organising daily
workload.
Job Holder is required to frequently change tasks in response to patient/staff requests.
Dealing with complaints from both referrers and patients.
Often under pressure when dealing with patient problems and enquiries.
Ensuring patients are treated within their 9 week guarantee date, often with limited capacity.
Maintaining a pleasant and cheerful manner in view of the public when confronted with difficult
situations or when under pressure.
11. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
Educated to diploma level (SVQ3 or BTEC) or equivalent level of knowledge of a range of policies
and management procedures, requiring ongoing on-the-job training and experience.
Extensive experience in an office/clinical environment.
Highly developed interpersonal skills.
Highly developed tact and diplomacy
Demonstrate excellent organisational skills.
Excellent communication skills with an emphasis on customer care, including an excellent
telephone manner.
Ability to work as part of a team.
Keyboard/ computer skills gained through relevant experience.
Knowledge of medical terminology gained through formal qualification or relevant experience.
Significant experience in collating statistical information and formation of spreadsheets
A working knowledge of the Data Protection Legislation.
12. JOB DESCRIPTION AGREEMENT
12.1
Healthcare Support Worker Induction Standards and Code
of Conduct
Your performance must comply with the “Mandatory Induction Standards for
Healthcare Support Workers in Scotland” 2009; and with the Code of Conduct
for Healthcare Support Workers, both as amended from time to time, which are
attached. (Further copies can be obtained on-line at
www.workinghealth.com/standards/healthcaresupportworkers or from your
Human Resources Department). Failure to adhere to the Standards or to
comply with the Code may result in poor performance measures or
disciplinary action and could lead to dismissal; or if you are self
employed, such failure will be deemed to be breach of an essential term
of your contract, allowing us to terminate with or without notice.
A separate job description will need to be signed off by each jobholder to whom
the job description applies.
Job Holder’s Signature:
Date:
Head of Department Signature:
Date:
Recruitment Person Specification
The aim of this form is to record the criteria applicants need to meet to qualify for
appointment to the vacant post. It must be completed before the recruitment process begins
and must reflect the job description for the post.
Essential
1. Educated to diploma
level (SVQ3 or BTEC) or
equivalent level of
knowledge
Desirable
6.
Experience
2. Previous experience
in an office/clinical
environment.
7.
Skills/Knowledge
3. Highly developed
interpersonal skills.
Demonstrate excellent
organisational skills.
Significant experience
in collating statistical
information and
formation of
spreadsheets
8.
Additional job
requirements
Eg. unsocial hours
4. Ability to work as part
of a team.
Must demonstrate a
flexible approach to the
working day.
9.
Qualifications/Training
Any
other
information
additional 5. Highly developed
tact and diplomacy
Excellent
communication skills
with an emphasis on
customer care,
including an excellent
telephone manner.
10.