Job summary
Are you interested helping support our services, engage with patients and improve patient experience? Would you like to have a real impact on patient experience and help elective care recovery following the delays caused by the COVID-19 pandemic? An opportunity has arisen for highly motivated, enthusiastic and empathic individuals to join our Customer Care Support Team an integral part of our Elective Care Hub. The role includes communication with patients and carers as well as developing analytical skills to help monitor our wait lists and contribute to ensuring the data we hold is accurate.
Main duties of the job
Our ambition to succeed with an elective recovery programme for our patients has now led to the development of the Customer Care Support Team which compliments our Elective Care Hub. The Customer Support Team provide a source of contact, reassurance and support to our patients and health care colleagues.
Good communication skills to aid discussions with patients, relatives, general practitioners and other hospital staff is essential to ensure a proficient, high quality service for patients and clinicians.
About us
Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK. We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir.
Gloucestershire Hospitals NHS Foundation Trust is committed to our patients and this role has been developed on our road to recovery with the delays to care caused during the Covid-19 pandemic.
Job description
Job responsibilities
The Customer Care Team forms part of our Elective Care Hub, a vital cog in our Patient Access Department. The Access Department validates patient pathways in line with access targets and helps maintain a clean, validated and prioritised elective waiting list. Confidential administrative support will be required to influence patient bookings to enable provision of patient care. The Customer Care Support Officers will act as a conduit between patients and services in progressing the treatment of patients and/or capturing plans/intentions.
Knowledge of TrakCare would be an advantage and an understanding of the Referral to Treatment Standard but not essential as full training will be provided. Strong desire to help make a difference, be a point of contact for patients by being confident in receiving and making telephone calls with patients and colleagues a must! The hours in this role can vary and some Saturday and evening work will be required. The hours will not go above 37.5 per week so any time worked on a Saturday will be taken off in the week as required and allows for flexible working to aid work life balance.
Job description
Job responsibilities
The Customer Care Team forms part of our Elective Care Hub, a vital cog in our Patient Access Department. The Access Department validates patient pathways in line with access targets and helps maintain a clean, validated and prioritised elective waiting list. Confidential administrative support will be required to influence patient bookings to enable provision of patient care. The Customer Care Support Officers will act as a conduit between patients and services in progressing the treatment of patients and/or capturing plans/intentions.
Knowledge of TrakCare would be an advantage and an understanding of the Referral to Treatment Standard but not essential as full training will be provided. Strong desire to help make a difference, be a point of contact for patients by being confident in receiving and making telephone calls with patients and colleagues a must! The hours in this role can vary and some Saturday and evening work will be required. The hours will not go above 37.5 per week so any time worked on a Saturday will be taken off in the week as required and allows for flexible working to aid work life balance.
Person Specification
Qualifications
Essential
- Minimum of 2 A Levels or equivalent and GCSE English and Maths at grade C or above.
Experience
Essential
- Excellent communication, interpersonal and organisational skills
- Previous Clerical Experience
- Competence in a wide range of IT systems, (ECDL or equivalent standard)
- Understanding and respect of Data Protection policies.
- Able to organise, prioritise and manage own workload without supervision
Knowledge
Essential
- Demonstrable skills relating to excellent customer service
- Ability to deliver on deadlines
- Ability to problem solve
Person Specification
Qualifications
Essential
- Minimum of 2 A Levels or equivalent and GCSE English and Maths at grade C or above.
Experience
Essential
- Excellent communication, interpersonal and organisational skills
- Previous Clerical Experience
- Competence in a wide range of IT systems, (ECDL or equivalent standard)
- Understanding and respect of Data Protection policies.
- Able to organise, prioritise and manage own workload without supervision
Knowledge
Essential
- Demonstrable skills relating to excellent customer service
- Ability to deliver on deadlines
- Ability to problem solve
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.
