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Call Centre Agent

Walsall Healthcare NHS Trust

Information:

This job is now closed

Job summary

An exciting opportunity has arisen for enthusiastic and motivated individuals to join our friendly Outpatients Call Centre.

The Call Centre is currently open from Monday - Friday 8 am - 6 pm

An excellent telephone manner, experience of dealing with the public in a customer focused environment along with knowledge of the Patient Administration System are vital in this frontline role to provide support in the smooth running of this busy Call Centre.

You will need to have an excellent telephone manner and work well under pressure. You will need to be able to offer a flexible working approach and be able to cover hours when required.

Shifts are: 8 am - 4 pm; 10 am - 6 pm on a rota basis

Main duties of the job

  • To provide a first class one stop appointment service for outpatient care within the Call Centre by ensuring patients appointments are rescheduled and/or cancelled speedily and efficiently.

About us

to work in a friendly busy call Centre as part of our administration team.

Giving our patients an excellent experience of our orginisation

Date posted

10 March 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

407-SURGERY-6992203

Job locations

Walsall Manor Hospital

Moat Road

Walsall

WS2 9PS


Job description

Job responsibilities

  • To deal with all Call Centre enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public.

  • Effectively manage callers expectations following Call Centre Standard Operating Procedures whilst providing correct and accurate information at all times.

  • Respond to routine external and internal telephone queries from patients and other healthcare professionals giving appropriate non-clinical advice relevant to job role.
  • Exercise good judgement, tact and discretion when dealing with patient enquiries, providing non clinical advice to patients and relatives about outpatient appointments in line with GPDR and Information Governance requirements.

Job description

Job responsibilities

  • To deal with all Call Centre enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public.

  • Effectively manage callers expectations following Call Centre Standard Operating Procedures whilst providing correct and accurate information at all times.

  • Respond to routine external and internal telephone queries from patients and other healthcare professionals giving appropriate non-clinical advice relevant to job role.
  • Exercise good judgement, tact and discretion when dealing with patient enquiries, providing non clinical advice to patients and relatives about outpatient appointments in line with GPDR and Information Governance requirements.

Person Specification

grade /nvq

Essential

  • experience it and telephone

english/maths

Essential

  • grade

Experience

Essential

  • achieved
Person Specification

grade /nvq

Essential

  • experience it and telephone

english/maths

Essential

  • grade

Experience

Essential

  • achieved

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

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).

Employer details

Employer name

Walsall Healthcare NHS Trust

Address

Walsall Manor Hospital

Moat Road

Walsall

WS2 9PS


Employer's website

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

Employer details

Employer name

Walsall Healthcare NHS Trust

Address

Walsall Manor Hospital

Moat Road

Walsall

WS2 9PS


Employer's website

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

For questions about the job, contact:

Elective Access Manager

Jayne Harris

jayne.harris19@nhs.net

01922721172

Date posted

10 March 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

407-SURGERY-6992203

Job locations

Walsall Manor Hospital

Moat Road

Walsall

WS2 9PS


Supporting documents

Privacy notice

Walsall Healthcare NHS Trust's privacy notice (opens in a new tab)