Job summary
- Main area
- Administration
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 812-25-GH-RHA-4
- Employer
- Hertfordshire Community NHS Trust
- Employer type
- NHS
- Site
- Abel Smith House
- Town
- Stevenage
- Salary
- £24,465 PA
- Salary period
- Yearly
- Closing
- 26/07/2025 23:59
Employer heading
Referral Hub Administrator
Band 2
Job overview
This role supports patients to book their phlebotomy appointments via telephone. Appointments are booked via our specialised booking system for three main locations in Hertfordshire. It’s a busy role with a constant flow of calls. The service is open from 9am to 3pm Monday to Friday.
Occasionally, you may be asked to support the Integrated Care Co-ordination Centre (ICCC) with wider administration tasks. The ICCC is open 8am-8pm 365 days a year.
Main duties of the job
To be logged on the phone system throughout your allocated working time.
To receive incoming calls from patients, relatives or carers wanting to book a phlebotomy appointment as requested by a GP.
To log accurate information provided by the caller and onto Swiftqueue, our phlebotomy appointment system.
Working for our organisation
You can apply to Access to Work to get money for communication support at a job interview - please use this link for more information: https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work
You need to apply before the interview takes place.
Detailed job description and main responsibilities
To be logged on the phone system throughout your allocated working time.
To receive incoming calls from patients, relatives or carers wanting to book a phlebotomy appointment as requested by a GP.
To log accurate information provided by the caller and onto Swiftqueue, our phlebotomy appointment system.
To communicate appointment information to the caller in a clear and concise manner
To deal with all calls and queries in a sensitive and confidential manner
To work independently with the support and guidance of Senior Admin leads as required.
Undertake other simple administrative duties as directed by the Admin Service Lead
Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information
Full training will be provide
Person specification
Qualifications & Training
Essential criteria
- GCSE English and Maths grade C & above
Desirable criteria
- Use of Microsoft packages
Experience and Knowledge
Essential criteria
- Customer service experience
Desirable criteria
- Previous experience dealing with customers on the phone
Skills and Abilities
Essential criteria
- Ability to communicate sensitively and diplomatically at all levels
- Excellent verbal and written communication skills.
- Ability to use own judgement based on information available
- Excellent organisational skills with the ability to work to predetermined deadlines.
Desirable criteria
- Excellent workload and time management skills.
- Ability to work on own initiative with minimum supervision.
Personal Qualities
Essential criteria
- Flexible and adaptable
Desirable criteria
- Team player, supporting equality and valuing diversity
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Grace Hamblett
- Job title
- Planned Care Admin Lead
- Email address
- [email protected]
- Telephone number
- 07721 020638
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