Outpatient Contact Centre Clerk

3 months ago


Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

To provide a prompt and professional contact centre service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function.

To provide a courteous reception service to patients in line with office procedures, contributing to the overall efficient and effective running of Clinical Administration Units. To work closely with directorate CAU teams to ensure that any issues are resolved efficiently and effectively to maintain the level of service to patients.

To manage and triage all income calls presented to the Clinical Administration Units, resolving queries where possible and directing enquiries to the relevant area of the trust.

To work as a team member and to provide a telephone contact point for incoming calls to the CAU.

To log into a call centre telephone and receive all calls allocated via the routing system.

To answer all calls in a polite, friendly and professional manner dealing with all calls promptly in line with operational policies and procedure

Resolve Outpatient appointment queries or amendment requests for all types of patients i.e. New, follow up and post - operative or direct enquiries to the appropriate point of contact.

Contribute to the effectiveness of teams.Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new members of staff. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, and annual leave of other health advisors. Work flexibly across sites as required by the service.

Direct requests for assistance, care or treatment using protocols or guidelinesby signposting patients/callers to the most appropriate care/service using the Directory of Services where appropriate, guided by Pathways. This includes making judgements around what may or may not be significant changes in a patient’s condition. This may involve recognition and appropriate response to emergency situations.

To provide any other appropriate support to the effective and efficient conduct of administrative duties in the Outpatient department as required.

Maidstone and Tunbridge Wells NHS Trust is a large acute hospital Trust in the county of Kent.

The Trust provides a full range of general hospital services and some areas of specialist complex care to around 760,000 people living in the south part of West Kent and the north part of East Sussex.

The Trust’s core catchment areas are Maidstone and Tunbridge Wells and their surrounding boroughs. We work from two main clinical sites: Maidstone Hospital and Tunbridge Wells Hospital at Pembury. Tunbridge Wells Hospital opened in 2011 and provides single rooms with en-suites for all in-patients - the first of its kind in the country.

We employ more than 7,000 full and part-time staff in a huge range of clinical and non-clinical roles across both of our hospital sites.

Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.

**Interview Date**: TBC



  • Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    Job summary To provide a prompt and professional contact centre service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function. To provide a courteous reception service to patients in line with office procedures, contributing to the overall efficient and effective...


  • Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    Job overview To provide a prompt and professional contact centre service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function. To provide a courteous reception service to patients in line with office procedures, contributing to the overall efficient and...


  • Maidstone, Kent, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    About the Role We are seeking a dedicated and experienced Patient Contact Centre Specialist to join our dynamic team at Maidstone and Tunbridge Wells NHS Trust. In this role, you will be the first point of contact for patients, providing exceptional customer service and support over the phone. Key Responsibilities Provide prompt and professional telephone...

  • Senior Booking Clerk

    3 months ago


    Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    The Therapies Directorate are looking for a Senior Booking Clerk for Dietetics and Speech and Language Therapy Outpatient Service. at Maidstone and Tunbridge Wells Hospitals. The role involves managing the outpatient waiting lists and the management and supervision of the Dietetic and Speech and Language Administrative teams. This is an exciting...

  • Contact Centre Advisor

    4 months ago


    Maidstone, United Kingdom Apogee Managed Services Full time

    Contact Customer Services Advisor Excellent salary Mon - Fri - 3 shifts 8am - 5pm, 8.30am - 5.30pm & 9am - 6pm 1 day working at home Apogee Corporation provide Managed Workplace, Managed Print and Managed IT Services with Europe's Largest Multi-Brand solution. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the...


  • Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    The primary purpose of this role is to work as an administrative support to the Clinical Administration Unit providing comprehensive support across clinical administration with primary responsibility to a clinical division. The post holder must support CAU Team in managing the inpatient, outpatient and day cases waiting lists for a delegated number of...

  • CAU Booking Clerk

    15 hours ago


    Maidstone, Kent, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    About the RoleWe are seeking a highly organized and customer-focused Booking Clerk to join our CAU team at Maidstone and Tunbridge Wells NHS Trust. As a key member of our team, you will be responsible for managing waiting lists, dealing with new referrals, and providing excellent patient care.Key ResponsibilitiesManage waiting lists and ensure timely patient...

  • CAU Booking Clerk

    18 hours ago


    Maidstone, Kent, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    About the RoleWe are seeking a highly organized and customer-focused Booking Clerk to join our CAU team at Maidstone and Tunbridge Wells NHS Trust. As a key member of our team, you will be responsible for managing waiting lists, dealing with new referrals, and providing excellent patient care.Key ResponsibilitiesManage waiting lists and ensure timely patient...

  • Ent Booking Clerk

    3 months ago


    Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    The ENT Directorate are looking for a Booking Clerk within the ENT department on a 12 month Fixed Term basis. This role will involve the booking of ENT outpatient appointments, the booking of ENT Theatre lists and managing referrals via ERS, answering telephone calls and monitoring waiting lists in line with Trust policy. This is an exciting opportunity to...


  • Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    An exciting opportunity has arisen within the Outpatients team We are looking for a Band 4 Operations Assistant that has excellent interpersonal and communication skills. Outpatients is a fast-paced department providing excellent care to patients who attend for a variety of appointments within all specialities. You will be working in a fast-paced...

  • Cau Booking Clerk

    3 months ago


    Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    We are looking for 2 booking clerks on a fixed term contract. This is an excellent opportunity to gain experience within our CAU Booking team. Dealing with new referrals, managing waiting lists and helping with patient queries as part of a busy department based in a large Acute Hospital Trust. Working Monday - Friday including Saturday working on a rota...


  • Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    An exciting opportunity has arisen for a role within the Outpatients directorate, supporting the team with the successful rollout of a Patient Portal, and other associated workstreams to support the delivery of the Outpatients strategic objectives. The post holder will report to the Deputy General Manager (Outpatients) and be a key member of the team. They...


  • Maidstone, United Kingdom Jardine Motors Group Full time

    **Overview of role**: - Our Contact Centre Executives play an important role in our business - often, you'll be the first point of contact for our customers, listening to their requirements and suggesting products and services.- At BMW and MINI, we’re truly proud of the positive, supportive, and inclusive workplace culture that our colleagues create every...

  • Cau Booking Clerk

    3 months ago


    Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    We are looking for one full time booking clerk to join our Ophthalmology team. This is an excellent opportunity to gain experience within our CAU Booking team. Dealing with new referrals, managing waiting lists and helping with patient queries as part of a busy department based in a large Acute Hospital Trust. Working Monday - Friday including Saturday...

  • CAU Booking Clerk

    2 days ago


    Maidstone, Kent, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    About the RoleWe are seeking a highly organized and customer-focused Booking Clerk to join our CAU team at Maidstone and Tunbridge Wells NHS Trust. As a key member of our team, you will be responsible for managing waiting lists, dealing with new referrals, and providing excellent patient care.Key ResponsibilitiesManage waiting lists and ensure timely patient...

  • CAU Booking Clerk

    2 days ago


    Maidstone, Kent, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    About the RoleWe are seeking a highly organized and customer-focused Booking Clerk to join our CAU team at Maidstone and Tunbridge Wells NHS Trust. As a key member of our team, you will be responsible for managing waiting lists, dealing with new referrals, and providing excellent patient care.Key ResponsibilitiesManage waiting lists and ensure timely patient...

  • Crown Court Clerk

    4 months ago


    Maidstone, United Kingdom Ministry of Justice Full time

    **Crown Court Clerk - 74773** **£25,827 - £27,170** **Maidstone**: This position is available for existing civil servants on level transfer or promotion. Secondments and loans will be considered on an individual basis. **Background**: HM Courts and Tribunals Service (HMCTS) is one of government’s largest agencies, employing around 16,000 staff, with a...

  • CAU Booking Clerk

    2 weeks ago


    Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    We are looking for a ENT Booking Clerk on a permanent contract. This is an excellent opportunity to gain experience within our CAU Booking team. Dealing with new referrals, managing waiting lists and helping with patient queries as part of a busy department based in a large Acute Hospital Trust. The ENT service hours are 8.00am - 6.00pm Monday - Friday,...

  • CAU Booking Clerk

    3 weeks ago


    Maidstone, United Kingdom Maidstone and Tunbridge Wells NHS Trust Full time

    Job summary We are looking for a ENT Booking Clerk on a permanent contract. This is an excellent opportunity to gain experience within our CAU Booking team. Dealing with new referrals, managing waiting lists and helping with patient queries as part of a busy department based in a large Acute Hospital Trust. The ENT service hours are - Monday -...


  • Maidstone, United Kingdom Jardine Motors Group Full time

    **Overview of role**: - Our Contact Centre Executives play an important role in our business - often, you'll be the first point of contact for our customers, listening to their requirements and suggesting products and services. Above all, you'll be ensuring that every customer feels valued - that's The Jardine Difference.- More than 40 years of passion,...