Call Centre Appointments Co-ordinator, KTC
Worcestershire Acute Hospitals NHS Trust
CALL CENTRE APPOINTMENTS CO-ORDINATOR
BAND 3
37.5 HOURS PER WEEK
SHIFT PATTERN: Flexible to meet service needs: Hours will vary between 8.00am - 5.00pm Monday to Friday
LOCATION: KIDDERMINSTER
If you have excellent customer care skills, we would like you to join our friendly Call Centre team.
We are looking for someone to assist patients in the booking of appointments in a sympathetic and supportive manner. You will be part of the county-wide booking services team and are also an essential part of the clinical service.
The departments are busy throughout the day, so candidates must demonstrate that they can work under pressure, use their own initiative, and are very organized.
A friendly, reassuring disposition is essential for this role. You must possess good communication skills and quick keyboard skills.
A working knowledge of the Hospital Patient Administration System and hospital environment is preferred, but not essential.
Main duties of the job
The postholder will be responsible for answering calls in the Call Centre and participate in all aspects of appointment making, including scheduling, changing, validating, and cancelling patient appointments, mainly by telephone contact with the public.
The postholder will ensure that all patient information in manual and computerized systems is dealt with in accordance with agreed policies and procedures.
Job responsibilities
KEY RESPONSIBILITIES
1. Responsible for answering any calls coming into the Booking Services Call Centre daily ensuring that patients' appointment queries are dealt with in a timely manner and in line with Booking Services procedures.
2. To ensure that patients are allocated appointments and admissions in chronological order and offered a suitable date to attend when they telephone to make a booking.
3. To manage and update the Envoy text reminder system daily ensuring that all text messages are actioned and appointments updated on the PAS system.
4. To make changes to and update patient demographic information on the PAS system as required.
5. To communicate with patients (and occasionally GPs) regarding appointments, admissions, and removals from the waiting list, both over the telephone and in writing, as appropriate.
6. To ensure that patients are allocated dates to avoid vacant slots in clinics/theatre lists and that clinics booking rules are adhered to.
7. To support the Outpatient Appointments Co-Ordinators when requests for cancelled/reduced/additional clinics are actioned, offering patients appropriate revised appointment dates over the telephone.
8. To inform the Appointment Co-Ordinators when long waiting patients select dates that cause breaches to the national waiting times targets.
9. To support the Booking Services co-ordinators which may involve contacting patients, guiding and partial booking, updating e-RS, confirming outpatient appointments, as required.
10. To ensure that Booking Services co-ordinators across sites are provided with appropriate information regarding patients, in order to carry out their work effectively.
11. To ensure that all calls to make appointments or admissions are dealt with promptly and professionally in line with Patient Access policies and procedures for the service.
12. To respond to any queries and complaints from patients ensuring that any serious issues are passed on to the appropriate Team Leader or Manager.
13. To contact patients by phone or letter to establish if appointments or admissions are still required.
14. To ensure that all patients' recorded data in manual and computerized systems is dealt with in accordance with agreed policies and procedures.
15. To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented, particularly those for Patient Access, confidentiality, and information security.
16. Any other duties within grade appropriate. You may be asked to cover Booking Services work on any of the sites to help over sickness and annual leave including front of house reception duties if required.
Person Specification
Qualifications
* 5 GCSE/O Level in Maths & English or equivalent
* ECDL or Equivalent experience
Skills/Knowledge
* PAS System
* 18-week pathway
* Cancelled Clinic Database
* Patient Access Policy
* Gained through experience and training
* Keyboard skills including Excel, Word, and Microsoft Outlook
Experience
* Experience in Waiting List Management
* Experience of working with the general public
* Working within deadlines
Personal Qualities
* Ability to manage own workload and work on own initiative
* Organised
* Team player
* Professional, approachable, and friendly manner
* Ability to work flexibly/able to cover others for annual leave and sickness.
* Able to travel across sites for training or if required
Other Job Requirements
* A Disclosures and Barring Service check will be carried out where the position is eligible for a Disclosures and Barring Service Check in accordance with the 2012 Protection of Freedom Act and the guidance issued by the DBS.
* All posts working with children or vulnerable adults are required to have an Enhanced DBS checked including checking against DBS/ISA Vetting and Barring lists.
Employer name
Worcestershire Acute Hospitals NHS Trust
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