Main area Surgery Grade NHS AfC: Band 2 Contract Permanent Hours
* Full time
* Part time
* Flexible working
37.5 hours per week (Hours to be discussed at interview)
Job ref 302-25-7072472S
Site Leigh Infirmary Town Leigh Salary £24,169 per annum, pro rata Salary period Yearly Closing 30/04/2025 08:00
Choose Well - Choose WWL
Job overview
When completing your supporting statement, please refer to the person spec, demonstrating in your application how you match all points, providing examples of experience, understanding and transferable skills.
The Healthcare Operations Department are looking to recruit an enthusiastic individual who possesses excellent communication skills and can work effectively within a team. It is important that you have customer service skills and a professional telephone manner. You must have knowledge of general office systems and protocols in a customer-related environment.
The post is 37.5 hrs per week, the Call Centre is open 08:00 to 18:00 Monday to Friday and 08:30 to 12:30 on Saturdays. The successful applicants will need to be able to work any variation of shifts during these hours.
It is necessary to be flexible and able to adapt quickly to change and altering work patterns.
Must be educated to GCSE level or equivalent / relevant experience and demonstrate keyboard skills. Please note candidates will be required to produce original certificates for qualifications at interview stage.
Main duties of the job
As an Appointment Centre Operator you will deal with telephone enquiries in accordance with the Trust’s goals to offer a quality customer service from the initial point of contact. You will provide a customer advice and information service by dealing with enquiries in a consistent, professional manner, processing and escalating calls as necessary to ensure that all service requests and enquiries are resolved and completed.
You will also use technical knowledge to ascertain suitable appointments for customers through the use of computerised appointment systems. This will require you to interpret / interrogate the telecoms management system to facilitate service delivery to clients / patients.
Working for our organisation
Choose Well – Choose WWL
Wrightington, Wigan and Leigh NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement and living our values.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
Detailed job description and main responsibilities
The main duties of this role are:
* To work as a multi-functional integrated contact centre team, to provide an efficient and effective ‘one stop service’ for all enquiries and act as an intermediary between customer and service areas.
* To receive enquiries by telephone, fax, internet and email to the contact centre, take appropriate action and record as required.
* To identify improvements to the provision of services to the public.
* To maintain personal and professional development to meet the changing demands of the job, participating in appropriate training activities when required.
* Book, change and cancel patient appointments where necessary via a number of communication routes including email, telephone and letter.
* To apply Trust and National policies and procedures in order to achieve internal and external targets and deadlines.
* To be responsible for the quality and redirect enquiries by utilising the knowledge and implementation of the ‘booking methodology’ and ‘waiting time’ targets.
* Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards.
* Deal with the cancellation of clinics and rebooking of patients in accordance with instructions and guidelines.
* To book appointments for patients attending outpatient clinics in accordance with booking rules.
* Liaise with the clinical staff and secretaries regarding outpatient appointments.
* Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved.
* Develop good working relationships with key stakeholders.
* The post holder is responsible for promoting a positive image of the Trust service to customers, demonstrating a corporate commitment to patient care.
* Display a professional attitude at all times when dealing with the general public and colleagues alike whilst using effective communication skills to influence the outcome in issues causing concern.
* Develop effective communication systems to streamline administration processes by liaising directly with clinicians, Directorate managers and secretaries across clinical services.
Person specification
Qualifications
* Educated to GCSE (or equivalent) or demonstrate equivalent level of experience.
Experience
* To be able to work with frequent interruptions in a busy environment.
* To work efficiently to targets and deadlines.
* Must work well as part of a team but also able to work on own initiative.
* To be able to prioritise and manage workloads.
Skills
* To have keyboard skills.
* To demonstrate a good telephone manner.
* To demonstrate excellent communication skills with all disciplines of staff.
* Good organisational skills.
* To be able to prioritise and manage workloads.
* Ability to learn quickly and adapt to change in circumstances.
Knowledge
* Knowledge of general office systems and protocols in a customer-related environment.
* Ability to follow guidelines and procedures.
Additional
* Must be able to work flexibly and where appropriate cover annual leave or sickness.
* Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
Our Trust prefers candidates to submit applications online. Please contact the Recruitment Team on 01942 244000 if you have difficulty applying online.
The Trust reserves the right to close adverts earlier than the stated closing date if there is a high volume of applications.
We endeavour to inform all applicants of the outcome of their application by email or SMS text message.
Guidance on Completing Your Application
Applications are scored against the person specification, therefore we recommend that you use the supporting information section of your application form to demonstrate how you meet the essential and desirable criteria for the role, providing illustrative examples where possible.
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