Band 3- Contact Centre Agent, Outpatients

2 weeks 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.

  • Band 3- Contact Centre Agent, Outpatients

    4 weeks ago

    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...

  • Band 3- Contact Centre Agent, Outpatients

    2 weeks ago

    St Albans, Hertfordshire, 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...

  • Band 3- Contact Centre Agent, Outpatients

    4 weeks 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...

  • Band 3- Contact Centre Agent, Outpatients

    4 days ago

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

    Interview date 8th August, please note previous applicants need not apply. 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...

  • Band 3- Contact Centre Agent, Outpatients

    2 weeks ago

    St Albans, Hertfordshire, 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...

  • Band 3- Receptionist, Outpatients

    4 weeks ago

    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...

  • Band 3

    2 weeks ago

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

    Band 3- Receptionist/ Booking Clerk, OutpatientsPart Time-30 hours per week available.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...

  • Band 3- Receptionist, Outpatients Sach

    2 months ago

    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...

  • Outpatients Receptionist/booking Clerk

    4 weeks ago

    St. Albans, United Kingdom NHS Professionals Full time

    **Job title - Outpatients Receptionist/Booking Clerk** **Band: 3 Rate - £11.67** **Location - St Albans City Hospital, St Albans, AL3 5PN** **Ward - Outpatients Administration** **37.5, Monday - Friday** **08:30-1700** **System knowledge - Cerner, ERS - Will train** - Computer literature - Customer Services - Call Centre experience - Reception...

  • Customer Contact Agent

    4 days 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...

  • Phlebotomist - Band 2 - Haematology

    2 weeks ago

    Bury St. Edmunds, United Kingdom West Suffolk NHS Foundation Trust Full time

    Phlebotomist - Band 2 Inpatient and Outpatient Phlebotomy 37.5 Hours - Permanent If you are passionate about patient care and would like to work in a busy, dynamic environment, then the role of Phlebotomist may be for you. Our team of Phlebotomists take blood samples from inpatients at West Suffolk Hospital and also from outpatients at both WSH and Sudbury...

  • Band 4- Booking and Request List Supervisor

    4 days ago

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

    The post holder will work closely with the Outpatients Call Centre team, The Outpatient reception teams, the E-Referrals Manager for the Trust, the Outpatient Clinic Build team, and the Operational and General Managers for the individual specialties within the Trust. This job may involve cross-site working when required. The successful applicants will...

  • Band 5 Paediatric Nurse

    2 weeks ago

    St John's Wood, Greater London, United Kingdom Hospital of St Johns and St Elizabeth Full time

    Do you want to be part of a vibrant and dynamic team? The charitable Hospital of St John & St Elizabeth is looking for a Band 5 Registered Childrens Nurse to join our busy Paediatrics team. Our Paediatrics staff provide expert knowledge and services across the Hospital including Outpatients and our Urgent Care Centre.Ideally you will have experience of...

  • Band 5 - Outpatient Ers and Cerner Clinic Build

    4 weeks ago

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

    Full time - 37.5 hours per week Site - Currently St Albans City Hospital but will be relocating to Hemel Hempstead Hospital. Interview date to be 19th September 2023 The successful post holder will be responsible from within the Divisions to promote and support the clinicians in using the ERS system, support the ERS Manager with an effective and...

  • Clerical Officer

    2 weeks ago

    Bury St. Edmunds, United Kingdom West Suffolk NHS Foundation Trust Full time

    **An exciting opportunity has arisen within the Womens and Childrens Clinic Support Services Division for a member of the Health Records Team, Band 3, 24 hours per week. Usual hours 08.00-17.00. The post holder will have their time split between office admin and main outpatients clinic reception. The Post holder will require**: **NVQ/BTEC/ILM Level 3 or...

  • Band 5 - Outpatient Ers and Cerner Clinic Build

    4 weeks ago

    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...

  • Phlebotomist - Band 2 - Pathology

    2 weeks ago

    Bury St. Edmunds, United Kingdom West Suffolk NHS Foundation Trust Full time

    **Phlebotomist - Band 2** **Inpatient and Outpatient Phlebotomy 37.5 Hours - Permanent** If you are passionate about patient care and would like to work in a busy, environment, then the role of Phlebotomist may be for you. Our team of Phlebotomists take blood samples from inpatients at West Suffolk Hospital and also from outpatients at both WSH and Sudbury...

  • Contact Centre Team Manager

    4 weeks ago

    Horsham St Faith, United Kingdom Anglian Home Improvements Full time

    Join Our Dynamic Team as a Contact Centre Team Manager!Are you a skilled leader with a passion for driving success in a fast-paced environment? We are seeking a talented Contact Centre Team Manager 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...

  • Contact Centre Team Manager

    1 month ago

    Horsham St Faith, United Kingdom Anglian Home Improvements Full time

    Join Our Dynamic Team as a Contact Centre Team Manager!Are you a skilled leader with a passion for driving success in a fast-paced environment? We are seeking a talented Contact Centre Team Manager 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...

  • Contact Centre Team Leader

    2 weeks ago

    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...