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Call Centre Agent

4 months ago

Walsall, United Kingdom Walsall Healthcare NHS Trust Full time

An exciting opportunity has arisen for enthusiastic and motivated individuals to join our friendly Outpatients Call Centre.

The Call Centre is currently open from Monday - Friday 8 am - 6 pm

An excellent telephone manner, experience of dealing with the public in a customer focused environment along with knowledge of the Patient Administration System are vital in this frontline role to provide support in the smooth running of this busy Call Centre.

You will need to have an excellent telephone manner and work well under pressure. You will need to be able to offer a flexible working approach and be able to cover hours when required.

**Shifts are**: 8 am - 4 pm; 10 am - 6 pm for full time staff.
- To provide a first class one stop appointment service for outpatient care within the Call Centre by ensuring patients appointments are rescheduled and/or cancelled speedily and efficiently.

to work in a friendly busy call Centre as part of our administration team.

Giving our patients an excellent experience of our orginisation
- To deal with all Call Centre enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public.
- Effectively manage caller’s expectations following Call Centre Standard Operating Procedures whilst providing correct and accurate information at all times.
- Respond to routine external and internal telephone queries from patients and other healthcare professionals giving appropriate non-clinical advice relevant to job role.
- Exercise good judgement, tact and discretion when dealing with patient enquiries, providing non clinical advice to patients and relatives about outpatient appointments in line with GPDR and Information Governance requirements.