Job Overview
We are seeking a reliable, trustworthy individual to assist in the provision of an efficient and effective service to all users of the busy BSPS Helpdesk Department. The post holder will be liaising with patients and clinicians over the phone, booking Blood Test appointments and relaying results to clinicians as well as replying to emails requesting results.
Main Duties of the Job
1. Perform data entry tasks in the Helpdesk office using the Enterprise LIMS.
2. Answer phone calls and take appointment bookings.
3. Answer telephone helpline enquiries using a prepared script and refer on queries to other areas if necessary.
Working for Our Organisation
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first-class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work-life balance; this benefits not only individuals but the patients we care for too. We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
Detailed Job Description And Main Responsibilities
1. Entering patient details onto the Enterprise LIMS.
2. Entering patient results onto the Enterprise LIMS.
3. Ensuring issuing of Helpdesk reports on a daily basis.
4. To respond to all telephone enquiries and to keep records.
5. Make telephone enquiries to GP surgeries, Consultants and other hospitals.
6. To inform the Office Team Leader, on a regular basis, of any work backlogs.
7. Carrying out general clerical duties i.e. Filing, photocopying.
8. Carry out daily audits.
9. Book Phlebotomy/Blood Test appointments onto Swiftqueue.
10. Dealing with andrology appointments booking and print appointment calendar or Swiftqueue.
11. Assist in the training of new starters.
12. To carry out duties within the Helpdesk department as and when required by the Operations Manager/ Helpdesk Team Leader.
13. To answer calls and respond to emails.
14. To handle customer enquiries both over the phone and by email.
15. To research required information using available resources.
16. To escalate customer complaints and provide customers with product and service information via CRM.
17. To enter new customer information into the system and update existing customer information.
18. To identify and escalate priority issues and route calls to an appropriate resource.
19. To follow up customer calls where necessary.
20. To document all call information according to standard operating procedure.
Person Specification
Essential Criteria
* Language Skills
Desirable Criteria
* Experience of BSPS systems
Essential
* Computer Literacy
Desirable Criteria
* Knowledge of medical terminology
Experience
* Experience of working within Helpdesk Role
Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As a well-performing, well-led and ambitious Foundation Trust, we have exciting times ahead of us. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.
We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in health & wellbeing, delivering excellence for our communities.
We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.
We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June and we are already beginning to reap the benefits of this ambitious investment.
Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.
Apply online now. #J-18808-Ljbffr