Job description

PREVIOUS APPLICANTS NEED NOT APPLY

This is a busy Appointment Contact Centre based at Queen Elizabeth Hospital. To be successful in the role you will need the following attributes

and experience:
You must be customer focused
You must have a positive attitude and work well within a team
You must be reliable and have excellent time keeping
You must enjoy speaking to people on the telephone
You must have a very clear and professional telephone manner
You must be IT literate, be able to use a keyboard and worked with computer packages
You must be energetic and hard working
On occasions, you must be able to handle irate callers, be able to calm them down and help to resolve their issues.

Your role would be to receive telephone calls and queries from patients, colleagues and stakeholders.

Experience required of working in a Contact Centre, switchboard, customer service environment or the NHS would be an advantage. In return
there will be in-house training and on-the-job training with career development opportunities.

The successful applicants will be proactive team members who can demonstrate efficient organisational and prioritisation skills in order to
contribute to the smooth effective operation of the outpatient team.

Working hours will be on a rota basis. Therefore you must be flexible to be able to cover these hours in the future if successful in the role.

The post holder will be one of a team of call centre assistants who will to provide a first class one-stop shop appointments service for elective care
to: GPs, health care professionals, patients and their representatives. They will work within a call centre environment wearing telephone headsets
and provide a full range of telephone and email appointments services. This involves a comprehensive knowledge of the differentdepartments within the Trust and who is responsible for the areas.

As such the post holder will be part of a team that incorporates booking outpatient appointments and dealing with patient queries relating to
outpatient appointments and future appointments on the hospital (PAS) and the e-Referrals systems across Lewisham and Greenwich Trust.

When booking appointments a wide range of communication skills will be used in order to provide a patient centred booking service. The post
holder will be sensitive to the needs of each individual, responding differently to a wide range of needs.

PREVIOUS APPLICANTS NEED NOT APPLY

Post Title: Call Centre Assistant

Grade: Band 3

Hours: 37.5 hours per week

Department: Allied Clinical Services

Responsible to: Outpatient Manager

Accountable to: Outpatient Service Manager

Main Purpose of Post

The post holder will be one of a team of call centre assistants who will to provide a first class one-stop shop appointments service for elective care to: GPs, health care professionals, patients and their representatives. They will work within a call centre environment wearing telephone headsets and provide a full range of telephone and email appointments services. This involves a comprehensive knowledge of the different departments within the Trust and who is responsible for the areas.

As such the post holder will be part of a team that incorporates booking outpatient appointments and dealing with patient queries relating to outpatient appointments and future appointments on the hospital (PAS) and the e-Referrals systems across Lewisham and Greenwich Trust.

When booking appointments a wide range of communication skills will be used in order to provide a patient centred booking service. The post holder will be sensitive to the needs of each individual, responding differently to a wide range of needs.

Main Duties and Responsibilities

• Answering all telephone calls into the Outpatient Call Centre in a courteous, professional and efficient manner.
• Dealing with Outpatient appointment queries, cancel and reschedule outpatient appointments, update patient demographic details, clarifying receipt of referral to improve Trust data quality.
• Receive internal and external telephone queries with regard to all outpatient matters and referring to appropriate departments as necessary.
• Input and extract patient information via the Trust (PAS) system or e-Referrals system.
• Ensure all patient details are correctly and accurately entered on to the Trust (PAS) systems, and amend where necessary.
• To deal with all queries from patients and staff in a polite, professional and courteous manner.
• Have full knowledge of all consultant names, their teams and specialties.
• To record any messages clearly and accurately and deliver them promptly.
• To act in such a manner as to maintain and protect patient confidentiality at all times.
• To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
• To ensure the telephones within the Outpatient Call Centre are answered professionally and all enquiries are dealt with efficiently.
• To speak to our patients and callers with respect and courtesy, be positive and helpful in providing excellent service and assistance.
• To escalate any capacity issues when booking outpatient appointments to the relevant service manager within the 18 week RTT pathway.
• To photocopy or scan documents for the department as required.
• To participate in call reviews and call monitoring to achieve set targets.
• To participate in the orientation and training of new and temporary staff as required.

Confidentiality

The post holder must ensure that personal information for patients, and all other individuals attending the Trust is accurate and up to date, kept secure and confidential at all times in compliance with the Data Protection Act 1988, the Caldicott principles and the common law duty of confidentiality. The post holder must follow the record keeping guidelines established by the Trust to ensure compliance with the Freedom of Information Act 2000.

Data Protection Act

All staff who contribute to patients’ care records are expected to be familiar with, and adhere to, the Trust’s Standards of Records Keeping Policy. Staff should be aware that patients’ care records throughout the Trust will be subject to regular audit.

All staff who have access to patients’ care records have a responsibility to ensure that these are maintained efficiently and that confidentiality is protected in line with the Trust’s Code of Confidentiality Policy.

All staff have an obligation to ensure that care records are maintained efficiently and that confidentiality is protected. Staff are also subject to this obligation both on an implied basis and also on the basis that, on accepting their job description, they agree to maintain both patient/client and staff confidentiality.

In addition, all health professionals are advised to compile records on the assumption that they are accessible to patients in line with the Data Protection Act.

Systems and IT Skills Requirements

All Trust staff need to have the essential IT skills in order to use the Trust Clinical Information System as well as other required IT related applications in their jobs. Initial and on-going IT applications and IT skills training will be provided to underpin this requirement.

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