Call Centre Agent

2 days ago

Walsall WS PS, United Kingdom NHS Full time £15,000 - £25,000 per year

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 on a rota basis

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.

Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.

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.

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