Job summary
An exciting opportunity to join our teams in Manchester and Birmingham. You will be first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental and professional service ensuring that any patient wishing to obtain information or book an appointment is triaged without delay. You will provide an informative, patient centred service in accordance with NUPAS policies and procedures, regulatory requirements and the Abortion Act 1967.
Full and part-time hours are available. Previous applicants need not apply.
For further details please contact ccteamleaders@nupas.co.uk
This advert will close early if there is excessive demand, so we encourage you to apply early.
Main duties of the job
Deliver an efficient and effective appointment booking service for NUPAS relating to termination of pregnancy, contraception and sexual health screening.
Ascertain the suitability of the appointment to meet patients needs, providing information and guidance on the relevant services available to the patient.
Be empathetic. Treat all patients with dignity and respect.
Explain the appointment process clearly and concisely (ie appointments available via a variety of methods face to face / telephone / video call).
Assess the needs of the patient and the relevant services available to the patient. Ensure the earliest appointment that can be provided to the patient is offered.
Where NUPAS cannot assist the patient, signpost the patient to appropriate services.
Ensure all appointment times offered are within the service KPIs and targets.
Ensure the patient is made aware of any special requirements regarding their appointment.
Communicate with NUPAS clinics to ensure they are made aware of any special requirements pertaining to the patient.
About us
NUPAS is one of the leading organisations supporting women's reproductive choices.
You must have a pro-choice approach to reproductive and sexual healthcare.
The post holder has a duty to ensure that the principles of patient, carer and public involvement and engagement are adhered to in line with Section 11 of The Health and Social Care Act 2012 for Improving Patient Experience.
NUPAS is committed to safeguarding and safeguarding children, young people and vulnerable adults is everyone's responsibility. DBS checks are standard on all prospective employees, the level of this check will be determined by the job type.
All staff are required to adhere to the principles of patient centred care as detailed in the NICE Quality Standard for Patient Experience and to treat patients with dignity, kindness, compassion, courtesy, respect, understanding and honesty.
The post holder will, in support of the NUPAS values, ensure that everyone is treated as an individual, and will acknowledge and value difference in order to treat everyone fairly.
Job description
Job responsibilities
An exciting opportunity to join our teams in Manchester and Birmingham. You will be first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental and professional service ensuring that any patient wishing to obtain information or book an appointment is triaged without delay. You will provide an informative, patient centred service in accordance with NUPAS policies and procedures, regulatory requirements and the Abortion Act 1967.
Deliver an efficient and effective appointment booking service for NUPAS relating to termination of pregnancy, contraception and sexual health screening.
Ascertain the suitability of the appointment to meet patients needs, providing information and guidance on the relevant services available to the patient.
Be empathetic. Treat all patients with dignity and respect.
Explain the appointment process clearly and concisely (i.e. appointments available via a variety of methods face to face / telephone / video call).
Assess the needs of the patient and the relevant services available to the patient. Ensure the earliest appointment that can be provided to the patient is offered.
Where NUPAS cannot assist the patient, signpost patient to appropriate services.
Ensure all appointment times offered are within the service KPIs and targets.
Ensure the patient is made aware of any special requirements regarding their appointment.
Communicate with NUPAS clinics to ensure they are made aware of any special requirements pertaining to the patient.
Identify and escalate any risk or safeguarding concerns to senior colleagues and actively seek to reduce or eliminate those concerns identified in a positive manner.
To embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.
Job description
Job responsibilities
An exciting opportunity to join our teams in Manchester and Birmingham. You will be first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental and professional service ensuring that any patient wishing to obtain information or book an appointment is triaged without delay. You will provide an informative, patient centred service in accordance with NUPAS policies and procedures, regulatory requirements and the Abortion Act 1967.
Deliver an efficient and effective appointment booking service for NUPAS relating to termination of pregnancy, contraception and sexual health screening.
Ascertain the suitability of the appointment to meet patients needs, providing information and guidance on the relevant services available to the patient.
Be empathetic. Treat all patients with dignity and respect.
Explain the appointment process clearly and concisely (i.e. appointments available via a variety of methods face to face / telephone / video call).
Assess the needs of the patient and the relevant services available to the patient. Ensure the earliest appointment that can be provided to the patient is offered.
Where NUPAS cannot assist the patient, signpost patient to appropriate services.
Ensure all appointment times offered are within the service KPIs and targets.
Ensure the patient is made aware of any special requirements regarding their appointment.
Communicate with NUPAS clinics to ensure they are made aware of any special requirements pertaining to the patient.
Identify and escalate any risk or safeguarding concerns to senior colleagues and actively seek to reduce or eliminate those concerns identified in a positive manner.
To embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.
Person Specification
Qualifications
Essential
- Secondary standard of education or NVQ Level 2 or equivalent.
- Computer literate with good keyboard skills.
Experience
Essential
- Working in an office environment.
- Working with people.
- Experience of using Microsoft Office packages.
- Ability to communicate effectively and to manage conflict calmly.
-
- Ability to work in a sensitive, confidential and non-judgemental way.
- Ability to deal with personal information sensitively and respect people's right to confidentiality.
- Be able to work effectively as a member of a team and contribute effectively with internal/external multi professional teams.
- Have good attention to detail.
Desirable
- Experience of working in a busy Contact Centre.
- Experience of using information systems to input, store and retrieve patient data.
- Significant administrative experience of working in an environment engaging with potentially anxious patients.
Specific requirements
Essential
- Pro-choice.
- A satisfactory Disclosure and Barring check.
- Commitment to the aims & values of NUPAS.
- A willingness to learn new skills.
- Is able to work to the service rota, to meet the needs of the service, including weekends, evenings and on call duties.
- Must be prepared to comply with uniform policy.
Person Specification
Qualifications
Essential
- Secondary standard of education or NVQ Level 2 or equivalent.
- Computer literate with good keyboard skills.
Experience
Essential
- Working in an office environment.
- Working with people.
- Experience of using Microsoft Office packages.
- Ability to communicate effectively and to manage conflict calmly.
-
- Ability to work in a sensitive, confidential and non-judgemental way.
- Ability to deal with personal information sensitively and respect people's right to confidentiality.
- Be able to work effectively as a member of a team and contribute effectively with internal/external multi professional teams.
- Have good attention to detail.
Desirable
- Experience of working in a busy Contact Centre.
- Experience of using information systems to input, store and retrieve patient data.
- Significant administrative experience of working in an environment engaging with potentially anxious patients.
Specific requirements
Essential
- Pro-choice.
- A satisfactory Disclosure and Barring check.
- Commitment to the aims & values of NUPAS.
- A willingness to learn new skills.
- Is able to work to the service rota, to meet the needs of the service, including weekends, evenings and on call duties.
- Must be prepared to comply with uniform policy.
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.
