University Hospitals of Leicester NHS Trust
At University Hospitals of Leicester, our Booking Centre Operatives are essential in shaping the beginning of our patient's journey.
We're looking for someone with experience in patient service with strong communication skills, who is good with people, has an organized approach & a willingness to help - a friendly and professional approach is essential.
As part of our team, you'll make sure every patient receives a great experience from the get-go, creating a positive impression at every opportunity.
Main Responsibilities
* Answering all telephone calls in a prompt, clear and friendly manner
* Transferring calls efficiently
* Responding to patient enquiries
* Ensuring patient details are captured accurately when booking appointments
* Dealing with patient queries via email
* Making outbound calls to assist and remind patients to ensure they attend their appointments
* Make appointments for GP blood tests
* Point of contact for various specialties in UHL
* Cancelling appointments
If you have a passion for helping people, strong IT skills, and an eye for detail, this may be the role for you. Call Centre experience is an advantage.
About Us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
* High-quality care for all
* Being a great place to work
* Partnerships for impact
* Research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
Job Responsibilities
* To provide excellent patient care whilst answering telephones in a polite and courteous manner in line with departmental standards.
* To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including:
o Validating patient demographic details and updating as necessary
o Making, changing or cancelling outpatient appointments
o Updating computerised records of patient information in line with departmental and hospital policies and procedures
o Understanding all information contained on the system to assist patients and staff with queries on the telephone
o To ensure that the department email address is checked and actioned in order of priority in accordance with departmental standards
o To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times
o To have a working knowledge of booking rules specific to each clinic in line with national targets
o To escalate any capacity issues to the capacity management team as necessary
o To ensure that the department SMS replies are checked and actioned in order of priority in accordance with departmental standards
o To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues
o To continue striving to improve the service, making suggestions to the Team Leader as necessary
o To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team
o To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level
o To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post
o To undertake any other duties in line with the grade as directed by the Team Leader
Person Specification
* Evidenced knowledge or application of Trust values
Qualifications
Experience
* Call Centre Experience
Communication & Teamwork
Analytical & Judgement skills
* Good level of literacy evidenced in application
* Knowledge of NHS booking rules/targets/RTT
* Evidenced working independently and part of a team
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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