Call Centre Assistant

The team comes together for clinical supervision and team meeting regularly to improve knowledge and skills, share best practice and collectively contribute to the development of service improvements for staff and patients
Main duties involved with the role.
To support the service letter management processes for timely letter generation and remote printing.
To take all incoming calls from patients in a timely fashion.
To make all retinal screening appointments and to input, amend and update all patient data checked and confirmed during the call when doing so
To offer patients appropriate choice of appointments bearing in mind the geography of the region, evening and weekend availability, patient ability
To liaise with the retinal screening team when dealing with patient queries
To respond to messages in a timely manner
To cancel and rearrange whole clinics when directed by the Retinal Screening Manager or Grading and Quality Lead.
To make proactive patient outbound calls when directed to support the patient engagement processes.
Contribute to the service health inequality initiatives to support patients attending their appointments.
To take part in personal development via the annual appraisal process
To perform other duties that are delegated, instructed or supervised which may be appropriate to the post and which contribute to the running of the service.
At NCIC, we have an ambition to deliver outstanding hospital and health services to half a million people. Established on 1st October 2019, the Trust is creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout north Cumbria and beyond. We’re responsible for delivering over 70 services across 15 main locations and we employ more than 6,500 members of staff.
Our 5 key principles demonstrate our belief in the delivery of ‘safe, high quality care every time’.
Being a clinically led organisation
Quality and safety at the heart
A positive patient experience every time
A great place to work
Managing our money well
As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.
Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.
Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies.
- Please ensure that you document evidence of meeting all the essential criteria in the supporting information.

Important Information
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**Disclosure and Barring Service**:
On 28 November 2020, the new Disclosure and Barring Service filtering rules will come into effect.
**The changes mean that**:
the multiple conviction rule has been removed, meaning that if an individual has more than one conviction, regardless of offence type or time passed, each conviction will be considered against the remaining rules individually, rather than being automatically disclosed.
If you are unsure about whether you need to disclose certain criminal record information, free confidential advice may be sought from one of the charity bodies listed below. These bodies can advise you on what you are legally required to declare and may also be able to advise you on how you can disclose criminal record information to a prospective employer and your legal rights when doing so.
**Standard Check**: £18 + Administration cost of £3.85 = £21.85. Deducted at £6.85 from 1st month salary and £5 deducted from salary over following 3 months.
**Enhanced Check**: £38 + administration cost of £3.90 = £41.90. Deducted at £11.90 from 1st month salary and £10 deducted from salary over following 3 months.
As part of the one of the largest employers in the UK NCIC future employees will have also access to the following benefits.
A lease car may be available for this position; further details will be provided upon appointment if applicable.
27-day holiday scheme rising to 33 after 10 years
Flexible working Scheme
Excellent opportunities for development
Competitive NHS Pension scheme
Access to NHS discounts with retailers and leisure companies
EAP (Employee Assistance Programme) a free, confidential counselling and information service to assist with personal or work-related problems