Customer Service Coordinator for Oncology and Palliative Care
6 days ago
About The Role
We are seeking a highly skilled and organized Customer Service Coordinator to join our team at The Mid Yorkshire Teaching NHS Trust. As a key member of our administration team, you will be responsible for providing exceptional customer service to patients, visitors, and staff while ensuring the smooth operation of our outpatient and day case booking services.
Key Responsibilities
- Liaise with clinicians and clinical administration teams to ensure accurate patient pathways and efficient use of clinic and day unit capacity.
- Monitor waiting lists and escalate capacity issues as necessary to meet national and local waiting times targets.
- Provide a professional and courteous central call service for appointment and pathway enquiries.
- Input patient activity on the Patient Administration System (PAS) and maintain up-to-date records.
- Schedule appointments in line with clinical instructions and SOPs, liaising with other clinical administration teams where appropriate.
- Communicate effectively with patients, visitors, and carers regarding appointments and waiting times.
- Support the Patient Access Team Leader in collating information for weekly service access and performance meetings.
- Manage specialty email in-boxes for the service, ensuring timely and efficient action on emails related to patient appointments and pathway management.
- Change or cancel appointments at the request of patients, clinicians, or managers, highlighting potential pathway timeframe compromises.
- Arrange patient transport and interpreters for outpatient appointments as needed.
- Process referrals, consent forms, and treatment plans according to Trust and departmental referral management guidelines and SOPs.
- Respond to appointment queries in a timely manner and manage the service-specific shared email inbox.
- Act as the communication hub for all appointment and treatment queries, providing high-quality and professional service.
Person Specification
Qualifications and Experience
- Good general education, including CSE or GCSE in English Language and Maths (A-C or 4-9 grade), or equivalent experience.
- IT skills qualifications, such as CLAIT or ECDL computer course.
- NVQ 3 in Business Administration or equivalent experience.
- Experience working with multiple computer software programs, including Microsoft Office and Customer Relationship Management systems.
- Working within a multidisciplinary team and experience in customer service environments.
- Excellent communication skills to overcome barriers of understanding.
- Ability to work under pressure, meeting deadlines and maintaining quality standards.
Salary and Benefits
The estimated salary for this role is £25,000 - £30,000 per annum, depending on experience. We offer a comprehensive benefits package, including pension scheme, annual leave, and opportunities for professional development.
About Us
The Mid Yorkshire Teaching NHS Trust provides care and support to over a million people in Wakefield and Kirklees. We strive for excellence in innovation and research, investing in teaching and workforce development. Our values include caring, improving, being respectful, and maintaining high standards.
Location
This role is based at one of our hospital sites in the Mid Yorkshire region. You will have the opportunity to work across different locations and departments, contributing to the smooth operation of our services.
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