Job summary An exciting opportunity has arisen to join our established and friendly Outpatient Booking Team at the Royal United Hospital in Bath. If you have great customer service, excellent interpersonal and organizational skills this could be the role for you You will be part of the team booking and rescheduling a whole range of Outpatient appointments, as well as other administrative tasks needed to ensure patients experience high quality care at this first stage of their pathway. Our ideal candidate will be flexible, adaptable and able to work well under pressure. You would be required to work alongside the other members of the Call Handling Team and all other colleagues within the department. We are looking for someone who can provide a professional, compassionate and comprehensive service to our patients. Excellent attention to detail and previous customer service experience would be beneficial. The post holder will work within the Trust's Outpatient Booking Centre, providing essential support in relation to outpatient booking services. The post holder will liaise directly with patients to book outpatient appointments within specified time limits to ensure all local, regional and national outpatient access targets are achieved. Main duties of the job MAIN DUTIES AND RESPONSIBILITIES: To receive and make calls, in a professional and courteous manner, taking action and providing information as appropriate. To answer calls within the agreed timeframes To ensure that patients/caller needs are met with regard to booking systems and/or general enquiries To sensitively explain to patients when their appointment has been cancelled or postponed and ensure a new appointment is negotiated when appropriate. To deal sympathetically with distressed patients, including difficult conversations with potential cancer patients who may not be aware of their suspected condition To deal with patient complaints concerning outpatient appointment details/cancellations referring exceptionally angry/distressed patients to the Call Centre Team Leader when necessary Signpost patients to PALS and the Trust Complaints procedure when necessary To provide general non-clinical advice regarding outpatient appointments to patients and their carers Answer telephone enquiries, taking and relaying messages in a polite and helpful manner, taking action as appropriate. This will include enquiries from patient's and GP's. About us At the RUH we're proud to put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone's contribution in supporting the exceptional, person-centred care we pride ourselves on. We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks - celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger. A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential. We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We've even got a pool We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we're providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research. Date posted 23 October 2024 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum Contract Permanent Working pattern Full-time Reference number 427-6687656 Job locations Royal United Hospital Bath NHS Trust Combe Park Bath BA1 3NG Job description Job responsibilities Please find attached to the vacancy a detailed person specification and job description for further information about this role. Job description Job responsibilities Please find attached to the vacancy a detailed person specification and job description for further information about this role. Person Specification Essential Criteria Essential oExperience of dealing with public by telephone oAble to work calmly under pressure oUnderstand the importance of confidentiality Demonstrable ability to work effectively as a team member Desirable oPrevious experience in a call-handling environment Previous experience of Millennium essential criteria Essential oComputer literate - experience of MS office programmes, including Word, Excel and Outlook Person Specification Essential Criteria Essential oExperience of dealing with public by telephone oAble to work calmly under pressure oUnderstand the importance of confidentiality Demonstrable ability to work effectively as a team member Desirable oPrevious experience in a call-handling environment Previous experience of Millennium essential criteria Essential oComputer literate - experience of MS office programmes, including Word, Excel and Outlook Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Royal United Hospitals Bath NHS Foundation Trust Address Royal United Hospital Bath NHS Trust Combe Park Bath BA1 3NG Employer's website https://www.ruh.nhs.uk/ (Opens in a new tab)