Job summary
Patient Contact Clerk
Division: Cancer & Access
Care Group: Cancer & Core Clinical Services
Band: 2
Salary: £23,615 per annum/pro rata
Contract: 20 hrs - 12m Fixed Term & hrs - 12m Fixed Term
We are recruiting for a Patient Contact Clerk to work in our Call Centre who shares our ambition and vision to deliver the Best of Care by the Best People and has the drive to take us forward, by ensuring that the Trust continues to be the first choice for patients and our staff.
Main duties of the job
The successful post holder will be primarily responsible for telephone contact to the department for the booking of patients Outpatient Appointments.
As a Patient Contact Clerk you will ensure that all calls are managed and appointments are booked in line with both Trust and Government policies.
The department is open from 8am to 6pm Monday to Friday and 9am to 1pm Saturdays, so the above hours will be worked during these times.
Our values are B old, E very Person Counts, S haring and Open and T ogether. It is important that you understand and to refer to our values when completing your application and always reflect our values throughout your employment with the Trust.
We are committed to endorsing diversity, multiculturalism, and inclusion; our policies / procedures ensure that all applicants are treated fairly at every stage of the recruitment process.
To contribute to our exciting future and become part of our team, apply today.
About us
Here at Medway, we pride ourselves on working together as one to ensure that our shared vision of Better, Best, Brilliant is achieved. Our culture and values are what drives the Trust and is the heartbeat of who we are as an organisation.
Our Trust is a great choice for people who want to develop their career in an ambitious environment.
Would you like to work flexibly? In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement which will not mean sacrificing time for personal interests or family commitments. We aim to support you to work flexibly in a way that will suit you and us.
All of our substantive & fixed term employees can enjoy a range of staff benefits, a gym, an active health and wellbeing programme, an on-site nursery and a cycle to work scheme.
We are taking positive action to ensure that we can attract, recruit and retain the best talent and would welcome more applicants from under - represented groups to support the Trusts commitment to a diverse, inclusive and an employer of choice workforce.
All staff at Medway comply the Trust's and the Kent and Medway Safeguarding Board's policies on safeguarding children, young people and vulnerable adults.
Job description
Job responsibilities
To promptly answer general telephone enquiries from patients and other members of the public and from hospital personnel, GPs and representatives of other organisations, treating each contact with courtesy, discretion and tact.
Where appropriate to pass calls on to the relevant department.
To book/amend/cancel/confirm appointments in line with Trust Policies.
To confirm with patient and update demographic information on the relevant booking system.
To us the Mjog text messaging system including the texting of patients when requested.
To assist in helping to promote Quality of Care and maintaining standards in the department.
To provide cover for Patient Contact colleagues during periods of absence, co-ordinating leave booking to facilitate this, ensuring the opening hours of the contact Centre are covered.
Person Specification
Qualifications
Essential
1. General standard of general education
Knowledge
Essential
2. Good working knowledge of PAS systems would be useful but training can be given
3. Ability to understand and comply with the Data Protection Act and maintain confidentiality at all times
Values Based Question
Essential
4. How would you ensure you represent MFT in a positive way?
Skills
Essential
5. Computer literate, in particular use of MS windows and Outlook
6. Customer Service Skills