Outpatient Call Handler

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)

This job is now closed

Job summary

Do you thrive in a fast paced environment?

Do you want to make a contribution to the NHS?

Would a flexible approach to working with a hybrid mix of home and office based hour's interest you?

Have you got an interest in delivering excellent customer services?

The Outpatient Appointment Centre has an exciting opportunity to join our dynamic team as a call handler. This position is well suited to an individual looking to work and gain experience in a thriving and supportive team where training and development is paramount. The team has a unique trust wide insight into outpatient services.

The Appointment centre is open Monday to Friday 8.00 to 19.00 post holders will be required to work shifts to cover these opening hours. The Appointment Centre is closed during bank holidays.

Full time

Flexible/home/office working

Main duties of the job

The post holder will work within University Hospitals Bristol & Weston. The Role includes, to book, cancel and alter patient appointments using the Trust's Patient Administration System and will include ensuring this is done in accordance with the Patient Access Policy and local Referral to Treatment (RTT).

The role of Call Handler is often the first point of contact for patients starting their treatment. The role is therefore responsible for setting a high level of patient care and reflecting the Trust's Values. The role of Call Handler must deliver excellent customer service to patients when making and answering calls, acting upon patient appointment and other queries, and do so within set departmental time limits.

About us

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward-thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.

Date posted

21 February 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year pa pro rata

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

387-TS7707-TJ

Job locations

Bristol Eye Hospital

Lower Maudlin Street

Bristol

BS1 2LX

Job description

Job responsibilities

For a more detailed job description, main responsibilities, and person specification, please refer to the job description document attached to this vacancy.

Job description

Job responsibilities

For a more detailed job description, main responsibilities, and person specification, please refer to the job description document attached to this vacancy.

Person Specification

Knowledge and Experience

Essential

Experience of dealing with the public, both on the telephone and in person
Data entry experience

Desirable

Previous NHS experience
Customer care/call centre experience

Skills and Abilities

Essential

Excellent/professional telephone manner
Flexible approach to duties
Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy
Ability to work in a busy environment
Good IT skills including Microsoft packages
Confidence to handle difficult conversations with patients, relatives and carers
Attention to detail
Ability to work independently and as part of a team

Qualifications and Training

Essential

Educated to GCSE, grade C or above (or equivalent) in English Language and Maths

Person Specification

Knowledge and Experience

Essential

Experience of dealing with the public, both on the telephone and in person
Data entry experience

Desirable

Previous NHS experience
Customer care/call centre experience

Skills and Abilities

Essential

Excellent/professional telephone manner
Flexible approach to duties
Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy
Ability to work in a busy environment
Good IT skills including Microsoft packages
Confidence to handle difficult conversations with patients, relatives and carers
Attention to detail
Ability to work independently and as part of a team

Qualifications and Training

Essential

Educated to GCSE, grade C or above (or equivalent) in English Language and Maths

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.

Certificate of Sponsorship

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