Band 3- Contact Centre Agent, Outpatients

3 months ago


St Albans, United Kingdom West Hertfordshire Teaching Hospitals NHS Trust Full time

Interview date 8th August, please note previous applicants need not apply.

To support the Outpatient Booking and Request list team in the monitoring of waiting list backlogs for ERS bookings and Request list bookings. 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.

There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.

The trust has recently gained ‘teaching hospital’ status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.

We encourage and welcome people with disabilities. If you need help, please ask.

To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPI’s for the service. The main duties include but are not limited to:

- Registering patient details on the patient administration system, ensuring a high level of data accuracy in patient demographic information.
- Actively meeting any KPI’s and targets set by the Contact Centre management team.
- Ensuring correct use of Cerner Request lists to help monitor and manage unbooked appointments or requests to cancel or reschedule appointments.
- Escalating any concerns regarding booking processes to the Outpatient Contact Centre Supervisor and Manager.
- Supporting the training of all new staff with support from the Contact Centre Supervisor.
- Supporting the Contact Centre Supervisor on mini-audits carried out on a regular basis.
- Ensuring booking of appointments are completed based according to clinical urgency and RTT targets. Ensuring that all patient referralsreceived as an Urgent are booked according to WHHT and national policy.
- 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.
- Dealing with any Outpatient department supported service appointment related queries and requests received via webchat from patients.
- Dealing with patients in an empathetic friendly and professional manner when speaking to them on the phone for arranging of Outpatient appointments. This may sometimes involve dealing with distressed patients and a sensitive and reassuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
- Signposting and transferring patients who have contacted the Outpatient department but whose query is related to a non-Outpatient department supported service.
- Utilise current EPR PAS system along with any future digital solutions and service developments introduced within the department.
- Informing Contact Centre Management of any booking capacity issues identified.
- Taking personal responsibility for keeping up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trust’s Patient Access Policy.
- Attending additional training as required by the Contact Centre management team. When required and as agreed by the Outpatient Contact Centre Supervisor or Manager to work outside of normal working hours; this will be only to cover and meet the needs of the department.
- There will be a considerable amount of liaison with all members of staff within the hospitals as well as contact with the general public, it is therefore essential that individuals adopt a courteous, friendly and professional manner at all times.
- Participating in mandatory training and induction programmes as well as staff appraisal and objective setting.
- Any other administrative duties that Senior management deem appropriate.



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