Pathology Customer Service Advisor and Personal

7 months ago

Bedford, United Kingdom Bedfordshire Hospitals NHS Foundation Trust Full time

Responsible for managing all aspects of Customer Care, working with others to ensure a consistent, professional level of service is received.

To provide a high level PA service to the senior management team.

Key Relationships

Clinicians

Administration teams

Laboratory teams

Management team

Suppliers

Service users

BLMK ICB

Primary Care Providers

To act as a prime point of contact for customers, patients, public, and other stakeholders. Provide a contact within Pathology for Pathology service users. Will involve the provision and handling of complex and sensitive information.

Be the operational link for key relationships as listed above. Be first point of contact for all queries on behalf of the department with an ability to triage queries and signpost to the relevant service. Ensure that good customer care is followed at all times in line with the Trust’s THRIVE values and being a role model for others.

Provide admin support to the management team covering appointments, minute taking and administration of meetings. Transcribe formal minutes of meetings; creating reports and spreadsheets using strong skillset in Microsoft packages, including Word, Excel, Outlook, Power Point, Publisher etc. Prioritise and efficiently organise own workload daily and ensure tasks are completed in a timely manner.

Manage and coordinate an effective system to manage complaints. Support to ensure that Pathology is receptive and responsive in its communications to all service users. Support to promote a customer service ethos within Pathology through the development of the service. This may involve the development of policies, procedures and SOPs within the customer services setting.

Holding a delegated budget for the purchase of administrative items within the customer services function and for the senior team.

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.

We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.

OBJECTIVES, PURPOSE & RESPONSIBILITIES OF THE POST

Act as prime point of contact for customers, patients, public & other stakeholders. Provide a contact within Pathology for Pathology service users

Receive complex queries from customers, external bodies & national groups ensuring these are managed swiftly & effectively. Will involve the provision and handling of complex & sensitive information

Be the operational link for key relationships as listed above

Act as a specialist in the management of internal & external stakeholder engagement/communication. Ensure that effective mechanisms for communicating and engaging with internal & external stakeholders are in place & to support & facilitate communications between Pathology & all service users

Be first point of contact for all queries on behalf of the dept with an ability to triage queries & signpost to the relevant service

Ensure that good customer care is followed at all times in line with the Trust’s THRIVE values

Provide admin support to the management team covering appointments, minute taking & administration of meetings. Post holder will be required to schedule internal/departmental meetings & external meetings/customer visits

Transcribe formal minutes of meetings; creating reports & spreadsheets using strong skillset in Microsoft packages, incl. Word, Excel, Outlook, Power Point, Publisher etc

Prioritise & efficiently organise own workload daily & ensure tasks are completed in a timely manner

Manage and coordinate an effective system to manage complaints

Support to ensure that Pathology is receptive & responsive in its communications to all service users

Support to promote a customer service ethos within Pathology through the development of the service. This may involve the development of policies, procedures & SOPs within the customer services setting

Hold a budget for the purchase of administrative items within the customer services function & for the senior team. Purchasing items through the internal procurement systems
GENERAL

STANDARDS

Staff are responsible for complying with the relevant standards set by their Line Manager. A breach of such standards may lead to disciplinary action. It would be investigated fairly &

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