Call Centre Handler

1 week ago

Basildon, United Kingdom Mid and South Essex NHS Foundation Trust Full time

We have a wonderful opportunity to join our support and friendly Outpatients Team as a Call Centre Handler where your role will be varied but can be very demanding as we receive high level of calls from patients and GP's making enquires about patients appointments giving you an opportunity to provide the best service to our public when they make contact with us.

Your roles aim is to ensure patients calls are responded to quickly and efficiently and with curtesy, empathy and understanding. to ensure that transport and interpreters are booked when required and to ensure the patients appointment goes as planned.

You will help investigate missing referral letters for all departments, make sure that any cancelled appointment is utilised for another patient from the waiting list supporting all specialities within the Trust liaising with Clinicians, Service Managers and admin staff and you will use a number of IT systems to check appointments, referral letters and we also upload referrals onto patients records.

The post if full time Monday to Friday 09:00 to 17:00.

As our Call centre Handler you will support Patients in answering queries regarding their appointments, help cancel appointments if no longer required or rebook to more convenient date.

Your role will include booking transport and interpreters when requested, using and updating the e-RS system to help with queries, locating referrals, cancelling and rebooking appointments, using EPR for checking appointments and patient demographics

You will require a good understanding of the Trust Access Policy will be required and the 18 week pathway., the ability to handle calls in a timely manner and to liaise with other Departments to help resolve queries.

Mid and South Essex NHS Foundation Trust is now one of the largest in the country, with a workforce of approximately 15,000 who serve a population of 1.2 million people.

We work together, and in conjunction with MSE Health and Care Partnership, to deliver excellent local and specialist services, to improve the health and wellbeing of our patients in a compassionate way, and provide a respectful, but vibrant place for staff to develop, innovate and build careers.

From facilities through to consultant specialists we want to be the best, to achieve this we need to recruit not just those who are the finest in their field but also those who have the potential to be. Yes, experience is important but so is outlook - if you are dynamic, forward-thinking and enthusiastic we want you to join us.

We not only offer you a good working environment with flexible working opportunities, but also the opportunity to develop your career with access to appropriate training for your job and the support to succeed and progress.

Are you a willing, friendly and organised, then we want to hear from you?

Please see the attached JD for further details of this exciting role.

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