Contact Centre Agent

2 weeks ago

West Bromwich, United Kingdom Sandwell and West Birmingham NHS Trust Full time

We have a full time post at our Community Contact Centre at Sandwell General Hospital

To work as part of Primary Care Community and Therapies Clinical Group admin pool within the Community Contact Centre. This post is to support the Phlebotomy services, providing a comprehensive efficient and effective telephone based referral service and appointment booking service.

You will be expected to participate in the 2 shift pattern to provide administrative cover Mon - Fri 08:00 - 17:00 on a rota basis which means 8-4 and 9-5 shift cover each week.

You will provide an administrative service for the Phlebotomy clinical service, answering a high volume of telephone calls, registering patients to the service, booking appointments and dealing with queries regarding appointments. You will also manage the service mailbox processing queries and responding accordingly.

You will be expected to take referral over the telephone and process according to the guidelines for the services.

You must be able to work under pressure as part of a team. You will require good interpersonal skills with the ability to prioritise their own workload.

There will be a requirement to learn the patient administration systems to work effectively within a paperless environment.

This is an exciting opportunity for an enthusiastic individual with excellent communication skills to join our administrate hubs to assist our growing Primary Care Community & Therapies Clinical Group which provides both inpatient, outpatient and community therapies, medical specialities and nursing in providing an effective and efficient comprehensive administrative service

To develop an understanding of the Community Contact Centre for Primary Care Community & Therapies Clinical Groups functions, working practices and the manner in which the service is delivered to patients and users across the borough of Sandwell.

To facilitate easy access to the services provided by the Group for patients, carers and referring agencies.

To provide first line contact with a variety of disciplines, care professionals and patients ensuring accurate information is obtained from service users in order to complete the call, to transfer call to the correct operator.

To take responsibility for receiving telephone calls from patients in order to make their initial appointment. or follow-up appointments and any accompanying booking that is necessary, e.g. an interpreter, respecting the needs of the caller and resources of the service at all times.

To provide a centralised appointment centre for the service

To process all new referrals on Trust’s electronic patient record system (Systmone).

All referrals to be electronically transmitted to the appropriate team using Systmone within the agreed timescales.

Ability to assess, resolve and where necessary refer enquiries to the appropriate member of staff.

To undertake general clerical tasks as appropriate e.g. filing, scanning.

To meet learning and training standards which will be mutually agreed and regularly monitored e.g. by recording of calls for audit and training purposes.

To work with other team members, assisting in areas, when there are staff shortages/absences and working across the services as required.

To support the achievement of the Contact Centre’s Focus and Goals to support clinical services within the Clinical Group and ensure that there is administrative cover weekends and bank holiday.

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