Job summary
- Main area
- Outpatients
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 360-E-10018-A
- Employer
- West Hertfordshire Teaching Hospitals NHS Trust
- Employer type
- NHS
- Site
- St Albans Civic Centre
- Town
- St Albans
- Salary
- £25,883 - £26,958 pa inc. HCA
- Salary period
- Yearly
- Closing
- 26/05/2025 23:59
Employer heading
Band 3 - Contact Centre Agent, Outpatients St Albans
Band 3
Job overview
To act as first point of contact for patients accessing the services of the Outpatient department thorough the mediums of phone, email, or webchat.
Responding to the queries, concerns and questions from patients regarding Outpatient appointments for Outpatient department supported Services at West Herts Teaching Hospitals Trust.
Handling inbound and outbound calls to and from patients in a timely manner, listening to and addressing patients’ needs and providing helpful solutions to their queries and requests.
Actioning requests to cancel or reschedule appointments received via email or webchats from patients and Trust colleagues.
This is a permanent contract
****** IMPORTANT INFORMATION - PLEASE READ ******
Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
Main duties of the job
To support the team in providing a high level of administrative support, whilst projecting a professional, helpful manner always ensuring complete confidentiality.
This post will be responsible for ensuring that all correspondence received via the Contact Centre is actioned appropriately, that appointments are booked efficiently, and that any booking issues are raised immediately with the Contact Centre Supervisor and Manager, Medical staff where appropriate, and specialty managers to ensure patient care is not compromised.
With good communication and interpersonal skills, you will have experience of communicating with a wide range of people on all levels, specifically via non face to face mediums.
You will be able to work on your own initiative, prioritising your workload and always paying attention to detail whilst working under pressure and to tight deadlines.
You will be a good team player with a flexible approach to work, pleasant personality, a positive outlook and the ability to take direction well. Previous customer service experience is desirable but not essential.
Working for our organisation
Detailed job description and main responsibilities
The main role of the Outpatient Contact Centre Agent is to manage inbound correspondence from patients and Trust colleagues for queries and actions relating to Outpatient appointments for Outpatient department supported services. Using the mediums of phone, webchat and email, to manage the booking of New and Follow Up appointments, ensuring that these are booked efficiently as per requests received, and in line with national and local timeframes and targets to ensure patient care is not compromised.
To positively affect the patient experience by providing smooth day to day operation of the Outpatient Contact Centre, facilitating a patient focused, responsive, empathetic and robust contact service to patients.
To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPI’s for the service
Person specification
Education and qualifications
Essential criteria
- Good level of general education
Desirable criteria
- ECDL Customer Service training
- Communication training
Knowledge
Essential criteria
- Competent in the use of Microsoft Office
- Understanding of Information Governance and Patient Confidentiality.
Desirable criteria
- Working knowledge Patient Administration Systems (e.g. Cerner Millennium, Infoflex).
- Knowledge of CWT Guidance
Experience
Essential criteria
- Experience of working in a busy environment
- Experience of working in an administrative role
Desirable criteria
- Previous NHS admin experience.
- Experience of handling confidential information.
- Previous call centre experience.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Sophie Johnson
- Job title
- Contact Centre Supervisor
- Email address
- [email protected]
- Telephone number
- 07974 495253
If you have problems applying, contact
- Address
-
Watford General Hospital
Vicarage Road
Watford
Hertfordshire
WD18 0HB
- Telephone
- 01442 365234
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