Booking Clerk - Outpatients Call Centre

Job summary

Our Outpatients Call Centre, based at Britannia Business Park, has a fantastic opportunity for a patient, professional and caring individual to join its supportive and friendly Call Centre Booking Team to provide an efficient and professional service to callers by answering telephones in a prompt and courteous manner and in accordance with Trust guidelines.

Your role will involve carrying out a range of additional administrative duties, working under minimal supervision, being the first point of contact for patients calling into book Hospital appointments or require other information.

Your role will also involve utilising the administrative requirements of the national "eRS" (Electronic Referral System), formally our Choose and Book System and the Trust Careflow PAS (Patient Administration System), you will be expected to provide routine information to all Trust-side clinics regarding the texting of appointments and subsequent responses to the texts from patients and to solve problems related to patient's record, including checks for accuracy.

Main duties of the job

You role as Call Centre Booking Clerk will be to provide an efficient and professional service to callers by answering telephones in a prompt, courteous manner and in accordance with Trust guidelines, to have an up-to-date trust wide knowledge of the clinics and their protocols/templates to ensure that patient appointments are booked appropriately and to maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol.

You will make appointments utilising both the Trust Careflow PAS and the national eRS appropriate to their urgency, to ensure patients of the same clinical priority are seen in chronological order., will ensure that where necessary other services, which are required i.e. interpreters, are booked in advance of the patient appointment date and to sensitively explain to patients where their appointments have been cancelled or changed and ensure a new appointment is negotiated, as required.

You will be expected to deal with patient complaints concerning outpatient appointment details/cancellations referring exceptionally angry/distressed patients on to a Supervisor when necessary and to undertake a range of administrative duties to complement booking work and/or provide cover for absent colleagues as required helping to maintain the smooth running of the Team, this may also include the registering of New Patient referrals.

About us

Mid and South Essex NHS Foundation Trust is now one of the largest in the country, with a workforce of approximately 15,000 who serve a population of 1.2 million people.We work together, and in conjunction with MSE Health and Care Partnership, to deliver excellent local and specialist services, to improve the health and wellbeing of our patients in a compassionate way, and provide a respectful, but vibrant place for staff to develop, innovate and build careers.From facilities through to consultant specialists we want to be the best, to achieve this we need to recruit not just those who are the finest in their field but also those who have the potential to be. Yes, experience is important but so is outlook - if you are dynamic, forward-thinking and enthusiastic we want you to join us.

We not only offer you a good working environment with flexible working opportunities, but also the opportunity to develop your career with access to appropriate training for your job and the support to succeed and progress

Employer details

Employer name

Mid and South Essex NHS Foundation Trust

Address

Southend

Comet Road

Southend on Sea

SS2 6GE

Employer's website

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

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Employer details

Employer name

Mid and South Essex NHS Foundation Trust

Address

Southend

Comet Road

Southend on Sea

SS2 6GE

Employer's website

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

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