Band 3 - Contact Centre Agent, Outpatients St Albans
Posted 1 week ago by West Hertfordshire Teaching Hospitals NHS Trust
Negotiable
Undetermined
Undetermined
St Albans, England, United Kingdom
Summary: This role involves providing high-level administrative support within the Outpatient department at West Herts Teaching Hospitals Trust. The Contact Centre Agent will act as the first point of contact for patients, managing inquiries and appointment bookings while ensuring confidentiality and professionalism. The position requires effective communication skills and the ability to work under pressure, contributing to a patient-focused service. There are opportunities for both a permanent position and a fixed-term contract.
Key Responsibilities:
- Act as the first point of contact for patients accessing Outpatient services via phone, email, or webchat.
- Respond to queries and concerns from patients regarding Outpatient appointments.
- Handle inbound and outbound calls, addressing patient needs and providing solutions.
- Action requests to cancel or reschedule appointments received via email or webchat.
- Support team members to deliver targets and maintain a patient-focused booking service.
- Participate in training and supervision in the booking process, utilizing the PAS system accurately.
- Ensure patients are booked in line with local and national targets.
- Contribute to a professional and efficient centralised Contact Centre booking service.
Key Skills:
- Strong communication and interpersonal skills.
- Experience in handling non face-to-face communication.
- Ability to work independently and prioritize workload.
- Attention to detail and ability to work under pressure.
- Team player with a flexible approach to work.
- Positive outlook and ability to take direction well.
Salary (Rate): undetermined
City: St Albans
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
We have one permanent position and one 12 month secondment/fixed term contract opportunity available for this role. 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.
IMPORTANT INFORMATION - PLEASE READ ****** Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role. 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. Work as part of a team, supporting other team members to deliver targets and a patient focused booking service. Take part in training, supervision in the booking process, and appropriately utilise the PAS system ensuring that activity and patient data is accurately captured and recorded. Using initiative in sometimes complex situations to ensure that patients are booked in line with local and national targets. Contribute as part of a team that provides a professional, efficient, and effective centralised Contact Centre booking service to ensure that referrals are processed in the agreed timeframe and according to agreed protocol.
With a new hospital planned for Watford and work underway to update theatres at St Albans City Hospital, this is an exciting time to join us. We are building on the success of our award-winning virtual hospital and re-imagining models of care, working ever more closely with partners and making the most of advances in digital healthcare. Staff wellbeing and development are a priority at our Trust, as is the role of innovation in improving clinical care, outcomes and patient experience. Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others. We offer a variety of flexible working options as we recognise the importance of a good work life balance.
If you have a disability or long-term health condition and should you require support or guidance please contact westherts.recruitment@nhs.net If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form. We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment. If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion. For further details / informal visits contact: Name: Julie Spikes Job title: Deputy Service Manager – Contact Centre Email address: Julie.spikes@nhs.net