Band 3- Contact Centre Agent, Outpatients

6 months ago


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

To support the Outpatient Booking and Request list team in the monitoring of waiting list backlogs for ERS bookings and Request list bookings. To support the team in providing a high level of administrative support, whilst projecting a professional, helpful manner always ensuring complete confidentiality. This post will be responsible for ensuring that all correspondence received via the Contact Centre is actioned appropriately, that appointments are booked efficiently, and that any booking issues are raised immediately with the Contact Centre Supervisor and Manager, Medical staff where appropriate, and specialty managers to ensure patient care is not compromised.

With good communication and interpersonal skills, you will have experience of communicating with a wide range of people on all levels, specifically via non face to face mediums. You will be able to work on your own initiative, prioritising your workload and always paying attention to detail whilst working under pressure and to tight deadlines. You will be a good team player with a flexible approach to work, pleasant personality, a positive outlook and the ability to take direction well. Previous customer service experience is desirable but not essential.

There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.

The trust has recently gained ‘teaching hospital’ status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.

We encourage and welcome people with disabilities. If you need help, please ask.

To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPI’s for the service. 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 KPI’s 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.

Handling inbound and outbound calls to and from patients in a timely manner, listening to and addressing patients’ needs and providing helpful solutions to their queries and requests.

Dealing with any Outpatient department supported service appointment related queries and requests received via webchat from patients.

Dealing with patients in an empathetic friendly and professional manner when speaking to them on the phone for arranging of Outpatient appointments. 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 Trust’s 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.



  • 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...


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

    To support the Outpatient Booking and Request list team in the monitoring of waiting list backlogs for ERS bookings and Request list bookings. To support the team in providing a high level of administrative support, whilst projecting a professional, helpful manner always ensuring complete confidentiality. This post will be responsible for ensuring that all...


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

    Job summary To act as first point of contact for patients accessing the services of the Outpatient department thorough the mediums of phone, email, or webchat.Responding to the queries, concerns and questions from patients regarding Outpatient appointments for Outpatient department supported Services at West Herts Teaching Hospitals Trust.Handling inbound...


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

    Band 3- Receptionist, Outpatients at St Alban's Hospital Full Time - 37.5 hours per week We are looking for an outstanding individual who will become a key part of, and make really positive contributions to, our high performing team. You must have a high standard of literacy and numeracy and excellent keyboard skills. High level understanding and working...


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

    To provide a first-class reception service to patients attending Outpatient services at the Trust, contributing to the overall efficient and effective running of all designated clinics. To work closely with nursing and medical staff to ensure that any issues in clinic are raised immediately to maintain the level of service to patients. Manage the booking of...


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

    Job summary A fantastic opportunity has arisen within the Outpatient Department in West Hertfordshire NHS Trust based at St Albans City Hospital.We are looking for a Full time Outpatient - Friday.Join our dynamic team where your skills will make a difference!****** IMPORTANT INFORMATION - PLEASE READ ****** Please note - we are unable to obtain a

  • Customer Contact Agent

    6 months ago


    St Helier, United Kingdom RBS International Full time

    **Customer Service & Operations**, **Customer**: **Customer Contact Agent**: St Helier-Jersey, Jersey Permanent Full Time R-00229481 Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in Jersey and as such all normal working...


  • Horsham St Faith, United Kingdom Anglian Home Improvements Full time

    Join Our Dynamic Team as a Contact Centre Team Leader!Are you a skilled leader with a passion for driving success in a fast-paced environment? We are seeking a talented Contact Centre Team Leader to lead our team to new heights! If you thrive on challenges, excel in team management, and are ready to make a significant impact, we want to hear from you.About...


  • Horsham St Faith, United Kingdom CV-Library Full time

    Join Our Dynamic Team as a Contact Centre Team Leader! Are you a skilled leader with a passion for driving success in a fast-paced environment? We are seeking a talented Contact Centre Team Leader to lead our team to new heights! If you thrive on challenges, excel in team management, and are ready to make a significant impact, we want to hear from...


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

    To promote and support the clinicians in using the ERS Directory of Service. To work closely with the Divisions to support the effective management of clinics slot capacity. To support the ERS Manager with an effective and sustainable Directory of Services to aid the process for electronic booking of patients appointments. To persuade and encourage all...

  • Contact Centre Adviser

    6 months ago


    St Helier, United Kingdom NatWest Full time

    Join us as a Contact Centre Adviser - This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes at first point of contact - You’ll be actively participating in initiatives to improve customer service, processes and procedures What you'll do In this key role, you’ll be...

  • Contact Centre Adviser

    6 months ago


    St Helier, United Kingdom RBS International Full time

    Customer Service & Operations, Customer Contact Centre Adviser - St Helier-Jersey, Jersey- Permanent- Full Time#R-00235289 Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. - This role is based in Jersey and as such all normal working days must be...

  • Contact Centre Adviser

    8 months ago


    St Helier, United Kingdom NatWest Full time

    Join us as a Contact Centre Adviser - This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes at first point of contact - You’ll be actively participating in initiatives to improve customer service, processes and procedures - Thrive in a role that'll equip you with the...

  • Contact Centre Manager

    2 months ago


    Horsham St Faith, United Kingdom CV-Library Full time

    Join us as our Contact Centre Manager as part of our Senior Management Team, overseeing the daily operations of the National Contact Centre and ensuring smooth performance. You'll analyse performance data, optimise efficiency, and make decisions that balance service quality with budget goals. In this role, you’ll drive team performance, implement...


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

    We have opportunities for Band 3 Phlebotomists - we are looking for enthusiastic, proactive, self-motivated hard working team players with a keen attention to detail to join our very busy, friendly phlebotomy teams at West Herts Training Hospital. There are part time post available across Hemel Hempstead and St Albans Hospitals. You will need to be flexible...

  • Contact Centre Manager

    2 months ago


    Horsham St Faith, United Kingdom Anglian Home Improvements Full time

    Join us as our Contact Centre Manager as part of our Senior Management Team, overseeing the daily operations of the National Contact Centre and ensuring smooth performance. You'll analyse performance data, optimise efficiency, and make decisions that balance service quality with budget goals.In this role, you’ll drive team performance, implement strategic...

  • Contact Centre Adviser

    6 months ago


    St Helier, United Kingdom RBS International Full time

    Customer Service & Operations, Customer Contact Centre Adviser - St Helier-Jersey, Jersey- Permanent- Full Time#R-00232189

  • Booking Agent

    6 months ago


    Lytham St. Annes, United Kingdom Core Entertainment Full time

    Job Title: Artist Manager | Booking Agent Job Overview: We are seeking a dynamic and highly motivated Booking Agent to join our team, representing our prestigious Luxury Showband. The Booking Agent will play a crucial role in securing and managing bookings for a 7-20 piece party anthem supergroup, as well as some unique live DJ groups. This position...


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

    Book patient appointments within the 6 week wait tim Liaise with relevant organisations if scans need to be outsourced to meet deadline To discuss any potential breaches with the head of department To print out scan reports, obtain sign off from clinician and distribute in a timely manne Produce weekly report of number of outsourced scan To deal...


  • St. Helier, United Kingdom Day Webster Full time

    Position: Band 4 Pharmacy technician Location: Sutton Rate of pay: £15-18 Day Webster are currently recruiting a band 4 Pharmacy technician with hospital ward experience and Specific accreditation for a hospital based in Sutton Our client is looking for the ideal candidate to start as soon as possible for an ongoing duration. The shift pattern would be...