Contact Centre Advisor

4 weeks ago

London, United Kingdom Imperial College Healthcare NHS Trust Full time

Do you want to utilise and continue to grow your communication and customer services skills, within a diverse and collaborative, patient focused team, then look no further.

Patient Service Care (PSC), provides an outpatient booking, diagnostic booking, inpatient / day case booking and switchboard service. The PSC is a contact centre for patients and referrers into Imperial College NHS Healthcare Trust.

We are looking for people with a passion for patient care and good customer service to join our team. This is a very busy and supportive contact centre, no two days are the same and your role will involve handling high call volumes, accurate data entry and performance targets.

You will be part of a multi-disciplined, expanding team and play a key role in helping to transform administration services for the Trust, creating positive patient experiences.

We offer a 12 week training programme and once completed, there will be opportunities to grow within your role, as we continue to encourage your progression across the department. There will also be an opportunity for agile working, as we try to create a better work/life balance.

In the PSC we are CAKE, a team that is collaborative, aspirational, kind and expert.

If you are enthusiastic, highly motivated and would enjoy working as part of a large team then the PSC could be the place for you.

We are open 8am - 8pm Monday - Friday, and you will be required to work on a shift basis, so your flexibility will be key.
- To provide a comprehensive and efficient Trust-wide booking service for patients.
- To work as part of the Elective Access team to provide the best possible customer service for patients and colleagues.
- To ensure that requests for Outpatient Appointment are processed and booked in line with the Trust Access Policy. This requires both timely and accurate input of data onto the Patient Administration System (PAS) and other electronic and paper systems as required.
- To respond to and deal with a variety of often complex booking requests in a timely manner, whether by telephone or in person, ensuring that patients are booked according to clinical priority and the Trust Access Policy taking into account both patients’ choice and the need to ensure that slots are not wasted.

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities. We encourage staff to have the Covid vaccination to protect themselves, patients, other colleagues as well as the wider community. Please note it is an operational requirement to comply with infection prevention and control procedures within the Trust such as lateral flow testing, handwashing and the wearing of masks, according to the procedures in place at any time or location.

As part of our continued response to Covid19 we are still conducting the majority of our interviews virtually.

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.

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