Band 3- Contact Centre Agent, Outpatients

7 months ago


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

**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 KPIs 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 referrals received as an Urgent are booked according to WHHT and national policy.

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 Trusts 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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