Oxford University Hospitals NHS Foundation Trust

Contact Call Agent

This job is now closed

Job summary

To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
To be responsive to patient preferences regarding the date and time of appointments wherever possible
To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
To utilise the e-Referral System (eRS) to locate and identify patient's referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards

Main duties of the job

To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
To be responsive to patient preferences regarding the date and time of appointments wherever possible
To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
To utilise the e-Referral System (eRS) to locate and identify patient's referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
To assist with the training of new team members
Assist where appropriate with administrative work for other departments within OUH.

About us

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.

We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

Date posted

16 August 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

321-CORP-6221432-B3-PUB-3

Job locations

Level 3, Unipart House

Garsington Road

Oxford

OX4 2PG

Job description

Job responsibilities

To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
To be responsive to patient preferences regarding the date and time of appointments wherever possible
To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
To utilise the e-Referral System (eRS) to locate and identify patients referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
To raise safeguarding concerns if there is an issue with any call or email having followed the appropriate guidance by escalating to PAB Team Leaders
To be mindful of the need to reduce the incidence of patient non-attendance within outpatient clinics
To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
To inform PAB Team Leaders of any inaccurate contact information for specialties within OUH to ensure accuracy of the PCC Telephone and Email address directory.
To assist with the training of new team members
Assist where appropriate with administrative work for other departments within OUH.

We are based at Unipart and work Monday- Friday. We do not work weekends or bank holidays. There is free parking on site with a restaurant area.

No uniform is required however smart casual is asked for clothing when working in the office.

Hybrid working is available once all training has been completed fully. All training will be onsite at Unipart.

Job description

Job responsibilities

To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
To be responsive to patient preferences regarding the date and time of appointments wherever possible
To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
To utilise the e-Referral System (eRS) to locate and identify patients referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
To raise safeguarding concerns if there is an issue with any call or email having followed the appropriate guidance by escalating to PAB Team Leaders
To be mindful of the need to reduce the incidence of patient non-attendance within outpatient clinics
To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
To inform PAB Team Leaders of any inaccurate contact information for specialties within OUH to ensure accuracy of the PCC Telephone and Email address directory.
To assist with the training of new team members
Assist where appropriate with administrative work for other departments within OUH.

We are based at Unipart and work Monday- Friday. We do not work weekends or bank holidays. There is free parking on site with a restaurant area.

No uniform is required however smart casual is asked for clothing when working in the office.

Hybrid working is available once all training has been completed fully. All training will be onsite at Unipart.

Person Specification

Customer Service Skills

Essential

Customer Service Skills

Person Specification

Customer Service Skills

Essential

Customer Service Skills

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.

Employer details

Employer name

Oxford University Hospitals NHS Foundation Trust

Address

Level 3, Unipart House

Garsington Road

Oxford

OX4 2PG

Employer's website

https://www.ouh.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Oxford University Hospitals NHS Foundation Trust

Address

Level 3, Unipart House

Garsington Road

Oxford

OX4 2PG

Employer's website

https://www.ouh.nhs.uk/ (Opens in a new tab)