Job summary
Join our dedicated Patient Contact CentrewithinCentralised Outpatient Services, who act as the first point of contact for patients seeking assistance with their outpatient appointment. Handling 15,000 patient queries each month, our team plays a key role in delivering a helpful and positive experience.
As aContact Handler, you'll assist patients who may be anxious or uncertain, by providing clear, calm and professional guidance. You'll be the reassuring presence that ensures that every patient feels heard and supported.
Main duties of the job
The post holder will handle telephone and email enquiries, processing outpatient appointment cancellations, rescheduling or adding patients back to the waiting list. It may also be necessary to raise escalated concerns with colleagues or discharge patients.
The Contact Handler is a vital role within Centralised Outpatient Services and an excellent opportunity for those wishing to build a career in the NHS.
Full-time or part-time (minimum 22.5 hours per week) will be considered. The Patient Contact Centre working hours are 08:00 to 17:00 Monday to Friday.
About us
Our vision at NBT is that by enabling our teams to be the best they can be we will provide Exceptional Healthcare, Personally Delivered. This means that our patients recognise that we are exemplars of safe, harm-free care and that we give them the best possible health improvement.
As a major acute teaching hospital and centre of excellence in a number of fields we will do this through the dedication of you, our outstanding 8000 staff, and through a genuine partnership with our patients, the public and local partners. By doing this we will, as OneNBT, provide a place you are proud to work and an outstanding patient and carer experience.
Job description
Job responsibilities
Key Responsibilities
- Communicate clearly and professionally viatelephone and email, using excellent spoken and written English.
- Respond to a high volume of patient enquiries (100+ calls/emails daily) with empathy and efficiency.
- To be trained and become proficient in multipleInformation Management & Technology (IM&T) systems. These include Microsoft Outlook; theElectronic Referral Service (ERS); and CareFlow Patient Administration System (PAS) / Electronic Patient Record (EPR).
- Become familiar with outpatient administrative and clerical processes and procedures, able to deal with a broad range of outpatient queries.
- Accurately log and update patient information to ensure records are current and complete.
What Were Looking For
- Strong communication skills and a confident, friendly approach.
- Ability to multitask and remain composed in a fast-paced environment.
- A commitment to delivering high-quality, patient-focused administrative support.
- A proactive attitude and solid work ethic, where all interactions are recorded for quality and statistical purposes.
Please note the working conditions/effort indicated on the job description.
Previous applicants for this role will not be considered.
Job description
Job responsibilities
Key Responsibilities
- Communicate clearly and professionally viatelephone and email, using excellent spoken and written English.
- Respond to a high volume of patient enquiries (100+ calls/emails daily) with empathy and efficiency.
- To be trained and become proficient in multipleInformation Management & Technology (IM&T) systems. These include Microsoft Outlook; theElectronic Referral Service (ERS); and CareFlow Patient Administration System (PAS) / Electronic Patient Record (EPR).
- Become familiar with outpatient administrative and clerical processes and procedures, able to deal with a broad range of outpatient queries.
- Accurately log and update patient information to ensure records are current and complete.
What Were Looking For
- Strong communication skills and a confident, friendly approach.
- Ability to multitask and remain composed in a fast-paced environment.
- A commitment to delivering high-quality, patient-focused administrative support.
- A proactive attitude and solid work ethic, where all interactions are recorded for quality and statistical purposes.
Please note the working conditions/effort indicated on the job description.
Previous applicants for this role will not be considered.
Person Specification
Education/Training/Qualificati
Essential
- Educated to basic GCSE or equivalent e.g. NVQ2 in Customer Care or have relevant experience
- Knowledge of IT systems, good keyboard skills and a willingness to learn new IT packages.
Desirable
- NHS booking system/telephone handling
Work Experience
Essential
- Previous experience of working in an administrative and clerical role.
- Experience of working in a high volume service
Desirable
- Experience of working in a call centre
Knowledge/Skills/Abilities
Essential
- Demonstrate the ability to work on multiple tasks with frequent interruptions.
- Produce work to an accurate and high standard, with competence in writing and recording information.
Personal Qualities/Special Cir
Essential
- Provide an understanding of the importance of confidentiality and data protection in a hospital environment.
- Able to effectively communicate with the public and colleagues, over the telephone and face to face, in a professional and courteous manner.
- Resilient demeanour, flexible and adaptable to change, able to work a range of shifts and move across specialties as the need arises.
Person Specification
Education/Training/Qualificati
Essential
- Educated to basic GCSE or equivalent e.g. NVQ2 in Customer Care or have relevant experience
- Knowledge of IT systems, good keyboard skills and a willingness to learn new IT packages.
Desirable
- NHS booking system/telephone handling
Work Experience
Essential
- Previous experience of working in an administrative and clerical role.
- Experience of working in a high volume service
Desirable
- Experience of working in a call centre
Knowledge/Skills/Abilities
Essential
- Demonstrate the ability to work on multiple tasks with frequent interruptions.
- Produce work to an accurate and high standard, with competence in writing and recording information.
Personal Qualities/Special Cir
Essential
- Provide an understanding of the importance of confidentiality and data protection in a hospital environment.
- Able to effectively communicate with the public and colleagues, over the telephone and face to face, in a professional and courteous manner.
- Resilient demeanour, flexible and adaptable to change, able to work a range of shifts and move across specialties as the need arises.
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.
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).
Additional information
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.
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).
