Job overview

Contact Centre Administrator – BAND 3 - 37.5 hours per week

We are currently looking for Contact Centre Administrator to assist in continuing to expand our already successful Single Point of Access Service based  in Stockport.

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Health and Care Worker visa route. This is due to the position not meeting the minimum salary threshold of £25,000 per annum and/or the required skill level set by UK Visas and Immigration.

We are recruiting for an Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

If you're looking for a fast-paced, varied role and enjoy a customer-care type position, this will be an exciting job for you.

You would work in our busy Contact Centre, using Electronic Patient Record Systems to book, cancel and answer patient appointment enquiries on the telephone as well as manage patient referrals received by other electronic means.

If you've got excellent communication and people-skills and enjoy working as part of a team, then this role will give you great job satisfaction. 

Our Values are We Care, We Respect, We Listen and it is important that you understand and follow these values.

Main duties of the job

•    Process referrals for Adult Community Services from all sources on the Electronic Patient Record via EMIS.
•    Support Adult Community Services following referral process.
•    Be the first point of contact for all telephone calls for Adult Community Services taking responsibility for resolving enquiry or forwarding to relevant department.
•    Book Appointments for Adult Community Services in accordance with service process and decision trees.
•    Telephone or write to patients to offer appointment dates and times in accordance with service process.
•    Manage the Envoy reminder and hybrid letter service responses.
•    Manage and monitor all patients waiting for an appointment on the service waiting list.
•    Scan/upload documents to EMIS as required.
•    Complete audit of scanned documents on a monthly basis and manage destruction in accordance with Standard Operating Procedure on a rota basis.
•    Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller.  Those which cannot be resolved to be passed to a manager or other department in the Division for action.
•    Input, monitor and manage patient information on various IT systems 
•    Liaise with referrers/ GP practices regarding incorrect patient information or referrals 
•    Office management to include identifying and implementing SMART administrative functions to ensure efficiency.
•    Data in-putting on a regular basis.

Working for our organisation

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

•  Between 27-33 days of annual leave plus bank holidays

•  NHS pension scheme membership

•  Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further

•  NHS Staff discounts

•  Cycle to work scheme

•  Salary finance – for loans, savings, budget planning and tips on managing debt

•  Stockport Credit Union– for local financial advice