Customer Services Officer

Job summary

An exciting opportunity has arisen for a permanent part time position within our Customer Services call centre team. We are looking for enthusiastic individuals who possess excellent communications skills and able to work under pressure and are able to deal with difficult and sensitive situations. They must be non-judgemental in their approach, with a good understanding of data protection and confidentiality. They must be committed to the delivery of high standards of patient care in line with our trust values.

The successful post holders will be first point of contact within our call centre, booking appointments, dealing with queries and signposting to other partners. Reception cover is also required when needed. We receive up to 4000 calls a month therefore experience within a call centre setting or similar environment is essential with the ability to be clear and concise.

Service opening times are Monday to Friday 8.00 am - 7pm and Saturday 10.00am - 4pm,

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Total Hrs

Post 2

4pm - 7.00pm

4pm - 7.00pm

4pm - 7.00pm

4pm - 7.00pm

4pm - 7.00pm

1 per month (1.5 hrs)

+ 1 team meeting per month (1 hr)

17.5 hrs

Main duties of the job

• Providing a full range of customer service duties
  • To provide a first point of contact for all service users and carers, via:
    • Meet and greet service users and supporting their access and use of the self-managed care options
    • Providing a telephone service to all service users, book appointments using the Inform EPR system and signposting to other spokes and services
    • Taking other phone calls, as appropriate, accurately recording messages and ensuring they are passed on appropriately
  • To support the clinical provision of care at clinics by assisting with the preparation of patients prior to clinical procedures and chaperoning as requested
• To be courteous, friendly and having a helpful manner to all service users
• To provide efficient record keeping both electronic and written in accordance with Trust policies
• To input data onto, or to cleanse data from, the Inform system or any other system as required
• To communicate with all disciplines regarding sensitive and confidential information provided by the service
• Maintain patient/client records in accordance with Information Management policies, updating/amending demographics and clinic details on the Inform system where necessary. Paper clinical records may need to be prepared, retrieved and filed for some services. Ensure compliance on filing, retention and destruction, including scanning and archiving as appropriate
• To provide cover for colleagues across all clinics in the event of absences

About us

Midlands NHS Partnership Foundation Trust (MPFT) is an experienced provider of sexual health services delivering services across Leicester, Leicestershire and Rutland, Stoke and Staffordshire, Shropshire and Telford and Wrekin.

We have designed our integrated service model around a life course approach illustrating the wide range of services and programmes offered by the service to support the delivery of universal, primary and secondary levels of care. The service model is based on a "Hub and Spoke" system supported by targeted outreach to vulnerable groups.

The service user's initial point of contact is through a variety of routes, depending on the needs and preferences of the individual followed by signposting to the most appropriate level of care required. This includes:

• Online contact via our website
• A central Single Point of Access 0300 telephone number
• Clinic based kiosks

By joining MPFT you will become part of a team who are empowered and supported to deliver care in a way which is consistent with our values:

• Putting people at the heart of what we do
• Empowering people to improve care and wellbeing
• Delivering better health, better care in partnership