Job summary
To work as part of a team to receive telephone calls from patients who wish to book appointments via The Central booking team.
To support the Out of Hours service and the Teletriage team.
To provide admin support for the several Community Services throughout the Trust. To provide reception cover for Eastham Walk - In Centre.
Accurate record data on computer systems.
Main duties of the job
Receive telephone calls from patient/service users to book clinic appointments and deal with general enquiries.
Receive telephone calls from health care professionals to support the Out of Hours service.
Call backs to patients to confirm appointment times/attendance.
Responsible for booking patients into services within the division.
To provide admin support for community services
About us
Wirral Community Health and Care NHS Foundation Trust has been rated as Good by CQC (Dec 2023) with some outstanding areas.
As an aspiring outstanding Trust, we have numerous policies and procedures in place which provide standard organisational ways of working, in line with organisational objectives, relevant legislation and requirements. Policies allow for continuity and consistency within the Trust. Employees must abide by and adhere to all Wirral Community NHS Trust's policies, always.
Job description
Job responsibilities
The Central booking service operates 7 days a week, 365 days a year 8am 8pm.
We provide call handling / reception and administrative support within the division. Staff are required to work closely with Management as well as associated clinicians to ensure patients wellbeing and experience is of the highest standard.
For full details see the attached job description and person specification.
Job description
Job responsibilities
The Central booking service operates 7 days a week, 365 days a year 8am 8pm.
We provide call handling / reception and administrative support within the division. Staff are required to work closely with Management as well as associated clinicians to ensure patients wellbeing and experience is of the highest standard.
For full details see the attached job description and person specification.
Person Specification
Qualifications and professional training
Essential
- NVQ Level 2, GCSE Level or equivalent experience
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
Desirable
Experience and knowledge
Essential
- Previous experience of dealing with the public and taking telephone enquiries
- High level of accuracy in data entry and record keeping.
Skills and attributes
Essential
- Maintains discretion when handling sensitive information.
- Ability to communicate sensitively with all staff groups, patients and their families
- Strong organisational skills to maintain accurate records and manage appointments
Desirable
- Ability to work under pressure and meet tight deadlines
- Works effectively as part of a multidisciplinary team.
- Uses initiative to improve administrative processes.
Personal qualities
Essential
- Compassionate and Caring
- Flexible
- Ability to use own initiative but also understands the need to seek advise when necessary
Desirable
- Treats everyone with fairness and respect, embracing diversity and equality.
Person Specification
Qualifications and professional training
Essential
- NVQ Level 2, GCSE Level or equivalent experience
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
Desirable
Experience and knowledge
Essential
- Previous experience of dealing with the public and taking telephone enquiries
- High level of accuracy in data entry and record keeping.
Skills and attributes
Essential
- Maintains discretion when handling sensitive information.
- Ability to communicate sensitively with all staff groups, patients and their families
- Strong organisational skills to maintain accurate records and manage appointments
Desirable
- Ability to work under pressure and meet tight deadlines
- Works effectively as part of a multidisciplinary team.
- Uses initiative to improve administrative processes.
Personal qualities
Essential
- Compassionate and Caring
- Flexible
- Ability to use own initiative but also understands the need to seek advise when necessary
Desirable
- Treats everyone with fairness and respect, embracing diversity and equality.
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.
