Job summary
To act as first point of contact for patients accessing the services of the Outpatient department thorough the mediums of phone, email, or webchat.
Responding to the queries, concerns and questions from patients regarding Outpatient appointments for Outpatient department supported Services at West Herts Teaching Hospitals Trust.
Handling inbound and outbound calls to and from patients in a timely manner, listening to and addressing patients' needs and providing helpful solutions to their queries and requests.
Actioning requests to cancel or reschedule appointments received via email or webchats from patients and Trust colleagues.
This is a 6 months fixed term/secondment.
****** IMPORTANT INFORMATION - PLEASE READ ******
Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
Main duties of the job
To support the team in providing a high level of administrative support, whilst projecting a professional, helpful manner always ensuring complete confidentiality.
This post will be responsible for ensuring that all correspondence received via the Contact Centre is actioned appropriately, that appointments are booked efficiently, and that any booking issues are raised immediately with the Contact Centre Supervisor and Manager, Medical staff where appropriate, and specialty managers to ensure patient care is not compromised.
With good communication and interpersonal skills, you will have experience of communicating with a wide range of people on all levels, specifically via non face to face mediums.
You will be able to work on your own initiative, prioritising your workload and always paying attention to detail whilst working under pressure and to tight deadlines.
You will be a good team player with a flexible approach to work, pleasant personality, a positive outlook and the ability to take direction well. Previous customer service experience is desirable but not essential.
About us
With a new hospital planned for Watford and work underway to update theatres at St Albans City Hospital, this is an exciting time to join us. We are building on the success of our award-winning virtual hospital and re-imagining models of care, working ever more closely with partners and making the most of advances in digital healthcare. Staff wellbeing and development are a priority at our Trust, as is the role of innovation in improving clinical care, outcomes and patient experience. Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others. We offer a variety of flexible working options as we recognise the importance of a good work life balance. www.westhertshospitals.nhs.uk/flexibleworking If you have a disability or long-term health condition and should you require support or guidance please contact westherts.recruitment@nhs.net If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form. We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment. If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description
Job responsibilities
The main role of the Outpatient Contact Centre Agent is to manage inbound correspondence from patients and Trust colleagues for queries and actions relating to Outpatient appointments for Outpatient department supported services. Using the mediums of phone, webchat and email, to manage the booking of New and Follow Up appointments, ensuring that these are booked efficiently as per requests received, and in line with national and local timeframes and targets to ensure patient care is not compromised.
To positively affect the patient experience by providing smooth day to day operation of the Outpatient Contact Centre, facilitating a patient focused, responsive, empathetic and robust contact service to patients.
To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPIs for the service
Job description
Job responsibilities
The main role of the Outpatient Contact Centre Agent is to manage inbound correspondence from patients and Trust colleagues for queries and actions relating to Outpatient appointments for Outpatient department supported services. Using the mediums of phone, webchat and email, to manage the booking of New and Follow Up appointments, ensuring that these are booked efficiently as per requests received, and in line with national and local timeframes and targets to ensure patient care is not compromised.
To positively affect the patient experience by providing smooth day to day operation of the Outpatient Contact Centre, facilitating a patient focused, responsive, empathetic and robust contact service to patients.
To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPIs for the service
Person Specification
Education and qualifications
Essential
- Good level of general education
Desirable
- ECDL Customer Service training
- Communication training
Knowledge
Essential
- Competent in the use of Microsoft Office
- Understanding of Information Governance and Patient Confidentiality.
Desirable
- Working knowledge Patient Administration Systems (e.g. Cerner Millennium, Infoflex).
- Knowledge of CWT Guidance
Experience
Essential
- Experience of working in a busy environment
- Experience of working in an administrative role
Desirable
- Previous NHS admin experience.
- Experience of handling confidential information.
- Previous call centre experience.
Person Specification
Education and qualifications
Essential
- Good level of general education
Desirable
- ECDL Customer Service training
- Communication training
Knowledge
Essential
- Competent in the use of Microsoft Office
- Understanding of Information Governance and Patient Confidentiality.
Desirable
- Working knowledge Patient Administration Systems (e.g. Cerner Millennium, Infoflex).
- Knowledge of CWT Guidance
Experience
Essential
- Experience of working in a busy environment
- Experience of working in an administrative role
Desirable
- Previous NHS admin experience.
- Experience of handling confidential information.
- Previous call centre experience.
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).
