Job summary
We are looking to recruit Outpatient Call Handlers into our appointments Call Centre. This role will have a vital part to play in all parts of outpatients appointments, serving as great experience for those looking to build a career in the NHS.
This role includes the study of the nationally recognised apprenticeship standard - Level 2 Customer Service Practitioner and will include:
- 12-month training and support to develop the knowledge, skills and behaviours to gain a Level 2 Customer Service Practitioner qualification
- Monthly assignments, skills assessments and 1:1 support with a dedicated tutor/assessor
- Workplace mentor to support you to put your learning into practice
- End Point Assessment delivered by Innovate Awarding - graded Pass or Distinction
- Potential for progression into a permanent role upon completion of your apprenticeship
Please note, to be eligible for the apprenticeship you must be:
- Over the age of 16
- Have lived in the UK/EEA for the past 3 years
- Have the right to work and reside in the UK
- Not be currently working towards any other government funded training programme
- Hold GCSE Maths and English at minimum of Grade D/3 and be able to evidence this
Role Overview:
To provide a high quality and comprehensive Telephone appointments/referrals/admin service for patients contacting North Bristol NHS Trust.
Work as part of a team with focus on high quality experience for patients to administrate all aspects of outpatient appointments to the highest standards.
Main duties of the job
As a member of the Centralised Outpatient Services team, the post holder will have responsibility for answering a wide variety of calls and queries from patients every day. On average, each call handler answers approximately 80 calls per day in a challenging environment.
Reporting to the Outpatients Team Leader the post holder will ensure the responsive and professional standards of the North Bristol Outpatients Team are always maintained.We are looking for talented individuals willing to work hard, with a positive attitude and with a flexible approach to change who can make a significant contribution to the important work of this highly performing team.
We are offering Full time and Part-time hours for this post. Available working hours will be discussed during interview.
About us
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialties. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Job description
Job responsibilities
For a full overview of the role and the knowledge/ skills required, please refer to the Job Description document attached as an additional document to this advert
- Act as the first point of contact for patients telephoning the Contact Centre confidently and to deal with queries via the telephone.- To assist the referral team and booking team in administrative tasks as required by the team leaders.- Answer general hospital queries and appointment queries as appropriate.- Respond to and resolve patient queries where appropriate and in line with departmental guidelines.- Assist in supporting new members of the team.- Handle personal and confidential patient related information in a sensitive manner.- Receive and accurately pass on information to relevant personnel/teams. - Maintain and update accurate patient details on hospital computer systems.- Record the relevant Referral to Treatment (RTT) status as appropriate Book patient transport in line with the relevant procedure.- Adhere to appropriate booking rules when rescheduling and cancelling appointments.- Generate appointment letters as and when required.- Effectively manage and respond to patient communications via the Outpatients email box.- Work as part of a team processing diagnostic, tertiary, and non-consultant led referrals, ensuring these are processed in a timely manner.- Take part in team meetings and play a role in service redesign.- Ensure that compliments and complaints are escalated to the Team Leader or Performance and Operations Manager.- Manage patient appointments/cancellations under supervision from Team Leader.- Maintain good working relationships with other hospital staff.- Adhere to Trust and departmental policies, procedures and guidelines.- Participate in annual appraisal reviews.- Co-operate fully in the introduction of new technology and methods of working.- Demonstrate tasks to new and current staff as required.- Undertake other duties commensurate with the role and grade.
Job description
Job responsibilities
For a full overview of the role and the knowledge/ skills required, please refer to the Job Description document attached as an additional document to this advert
- Act as the first point of contact for patients telephoning the Contact Centre confidently and to deal with queries via the telephone.- To assist the referral team and booking team in administrative tasks as required by the team leaders.- Answer general hospital queries and appointment queries as appropriate.- Respond to and resolve patient queries where appropriate and in line with departmental guidelines.- Assist in supporting new members of the team.- Handle personal and confidential patient related information in a sensitive manner.- Receive and accurately pass on information to relevant personnel/teams. - Maintain and update accurate patient details on hospital computer systems.- Record the relevant Referral to Treatment (RTT) status as appropriate Book patient transport in line with the relevant procedure.- Adhere to appropriate booking rules when rescheduling and cancelling appointments.- Generate appointment letters as and when required.- Effectively manage and respond to patient communications via the Outpatients email box.- Work as part of a team processing diagnostic, tertiary, and non-consultant led referrals, ensuring these are processed in a timely manner.- Take part in team meetings and play a role in service redesign.- Ensure that compliments and complaints are escalated to the Team Leader or Performance and Operations Manager.- Manage patient appointments/cancellations under supervision from Team Leader.- Maintain good working relationships with other hospital staff.- Adhere to Trust and departmental policies, procedures and guidelines.- Participate in annual appraisal reviews.- Co-operate fully in the introduction of new technology and methods of working.- Demonstrate tasks to new and current staff as required.- Undertake other duties commensurate with the role and grade.
Person Specification
Education/Training/Qualifications
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
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/Qualifications
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
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).
Employer details
Employer name
North Bristol NHS Trust
Address
Centralised Outpatients - Concorde House, Level 2
North Bristol NHS Trust, Southmead Hospital
Bristol
BS10 5NB
Employer's website
https://www.nbt.nhs.uk (Opens in a new tab)
