Call Centre Assistant

7 days ago


BarrowinFurness, United Kingdom North Cumbria Integrated Care NHS Foundation Trust Full time

Job summary

This is within Cumbria Diabetes covering the whole region of Cumbria. Cumbria Diabetes supports over 30,000 patients (and increasing) each year in the Diabetic Retinal Screening Service in various community and acute locations throughout Cumbria. Full and on-going training will be given to ensure the successful applicant can provide the support necessary for the team, effectively handle phone calls to make, cancel and change appointments for patients and assist in organising the clinics. Candidates must have at least previous experience in an administrative and customer care post.

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 of the job

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.

About us

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.

Job description

Job responsibilities

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.

Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for applicants who do not meet the eligibility criteria will not be progressed.

If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.

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.

If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.

Important Information

Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.

For candidates applying using a Hotmail account or have strict firewall settings please ensure the following:

Junk Mail is checked regularly
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