We are looking to recruit a Telephone Booking Clerk for the Phlebotomy Departments at Basildon and Southend for 15hrs p/w Monday to Friday availability, 0800 to 1600 working 2 days in agreement with service and department needs. As a Telephone Booking Clerk, you will be working independently in a small team. You will assist in the provision of an effective and efficient telephone booking service for our users. This involves the booking of phlebotomy clinic appointments in the various community clinics operated by Pathology First (part of SYNLAB UK). There are also other administrative duties required within the post. The service helps patients who are unable to book online.
Successful applicants require IT skills including Word and Excel, excellent communication and interpersonal skills, a systematic worker, and the ability to take responsibility for their own workload whilst complying with detailed processes and procedures.
The operational hours of the call centre are 0700-2000 with shifts within these hours; therefore, flexibility is essential.
Main Duties of the Job
* Good general education minimum English and Mathematics to GCSE level.
* Previous experience working on the telephone in a call centre environment or experience of dealing with the public.
* Good communication skills and a caring and professional attitude are essential, as well as the ability to work under pressure in all areas and deal with difficult situations.
* Ability to input and retrieve information on a computerised system.
* Attention to detail, well-organised attitude, punctuality, and ability to support colleagues in a busy environment.
* Work as part of a team, be professional at all times, and be responsible for their own workload with good speed and accuracy.
* Use of spreadsheets/databases.
* Basic CPR and First Aid.
About Us
SYNLAB UK & Ireland work closely with clinicians, hospitals, occupational health providers, and clinical researchers to provide a complete pathology offering. We operate in increasingly diverse environments, which is reflected in our workforce, clients, customers, suppliers, communities, and partners. We believe an inclusive workplace culture is the best way to source, attract, and retain diverse and talented people, and create a sustainable, high-performing workforce.
We believe our staff are vital to the principle of making a positive difference to healthcare; therefore, we promote a culture of continuous personal development where scientists and staff have the support and resources to acquire new skills and build their careers through learning and development opportunities, coaching, and clear career pathways.
We promote an open and collaborative culture where leaders act as role models and facilitate two-way communication, engage with staff and stakeholders transparently, and actively encourage feedback and suggestions.
We reserve the right to close any adverts once we have received a sufficient number of applications. If you decide to apply for this post but do not hear back from us within two weeks of your application, please assume that you have not been short-listed on this occasion.
SYNLAB UK & Ireland is a committed equal opportunities employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable UK employment law.
Job Responsibilities
* To undertake a range of clerical and telephone duties within the telephone booking service to facilitate direct booking from the public.
* Liaise with clinic staff, support services, and other departments to ensure a patient-focused service.
* In association with the phlebotomy supervisor, set up and administer all clinics within the community.
* Monitor clinic cancellations and amendments ensuring that patients are rebooked without delay.
* Answer all calls from patients, carers, and relatives in a good and patient manner and be professional at all times.
* To undertake any other duties that are commensurate with the post.
* To participate in all relevant departmental training under qualified supervision to attain proficiency in call centre duties and associated skills.
* Liaise in a pleasant and professional manner with all staff including portering, transport, and outpatient staff on behalf of patients.
* Undertake routine housekeeping duties within the call centre office, with special emphasis on observing Health & Safety to prevent contracting or spreading infection.
* Maintain a professional and helpful manner with all patients, carers, and colleagues at all times.
* Report all incidents and adverse events to senior staff.
* Demonstrate ongoing competency against training plans and participate positively in CPD (continuous professional development) activities.
At SYNLAB, we believe in nurturing a culture of well-being and ensuring our employees are supported both professionally and personally. That's why we're thrilled to offer an exhilarating rewards package, including our incredible Wellbeing Allowance worth up to £1,500 per annum for our esteemed team members working in Band 2-6 roles. Additionally, for band 5 & 6 roles, where night shift is part of the role requirements, you will receive enhanced night shift payment.
Person Specification
Experience
* Previous experience working on the telephone in a call centre environment or experience of dealing with the public.
* Good communication skills, a caring and professional attitude are essential, as well as the ability to work under pressure in all areas and deal with difficult situations.
* Ability to input and retrieve information on a computerised system.
* Attention to detail, well-organised attitude, punctuality, and ability to support colleagues in a busy environment.
* Work as part of a team, be professional at all times, and be responsible for their own workload with good speed and accuracy.
* Good written and spoken English language skills.
* Able to understand and comply with detailed processes and procedures.
* A caring and professional attitude always.
* Use of spreadsheets/databases.
* Basic CPR and First Aid.
Qualifications
* English and Mathematics to GCSE level.
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.
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