Call Agent

6 months ago

Oxford, United Kingdom Oxford University Hospitals NHS Foundation Trust Full time

The post holder will deal with a wide range of patient appointments and queries that relate to all four sites of the Oxford University Hospitals NHS Foundation Trust (OUHFT).

When dealing with appointments and queries, a wide range of communication skills will be used in order to provide a patient-centered service which will include interacting with other departments on a daily basis. The post holder will deal sensitively with each individual, responding appropriately to a wide range of needs, including alerting the necessary safeguarding teams when required.
- To work to organisational and departmental targets as specified
- To use databases/spreadsheets together with hospital systems including EPR, DeRS, CRIS, Infoflex, e-RS and DrDoctor
- To adhere to OUH Trust policies and procedures
- To participate in the OUH Appraisal process and be responsible for own wellbeing, development and learning as agreed on personal development plan
- To ensure that all mandatory training is completed as required
- Undertake any other duties as required in accordance with the grade and nature of the post including administrative work tasks to support other areas

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

Patient Contact Team
- To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
- To be responsive to patient preferences regarding the date and time of appointments wherever possible
- To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
- To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
- To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
- To be mindful of the need to reduce the incidence of patient non-attendance within outpatient clinics
- To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
- To assist with the training of new team members
- Assist where appropriate with administrative work for other departments within OUH.

Two-Week Wait (2WW) Team
- To receive telephone calls from GPs relating to patients with suspected cancer
- Working to tight 2WW deadlines daily
- To telephone patients with details of an appointment whilst maintaining confidentiality and being sensitive to the nature of appointments. Ensure the patient has the information required to attend the appointment
- To deal with patient telephone calls and enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
- To receive dental referrals through the Dental e-Referral System (DeRS)
- To keep accurate records of all referrals on the cancer tracking system, Infoflex
- Validate patient pathways
- To liaise with other cancer services closely
- To accurately record details on EPR updating the patient demographics as necessary
- To use the e-Referral System (eRS) and to record referral triage updates/outcomes
- To advise the relevant department of referral details/changes to appointments in a timely manner so that patient notes can be made available for their appointment
- To file referrals electronically where necessary
- To help train members of 2WW team on each speciality

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