Job summary We are seeking a Call Handler/Booking Assistant to join our busy Radiology department where we offer a 7 day-a-week outpatient appointment service. Duties will include; dealing with telephone enquiries from patients and clinical staff, general administrative duties associated to the smooth running of the department and the provision of back-up and cross-cover with the Appointments Administration Team. Applicants should have an excellent telephone manner, good communication skills, good keyboard skills and the ability to prioritise their workload. Full support and training will be provided. For an informal discussion or to arrange a department visit please contact Karen Box, Radiology Admin Manager on Tel 01225 824983 or email karenbox1nhs.net Main duties of the job Customer Service 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 callers 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. To provide general non-clinical advice regarding outpatient appointments to patients and their carer's. Answer telephone enquiries, taking and relaying messages in a polite and helpful manner, taking action as appropriate. This will include enquiries from patients, GP's and other Healthcare Professional Booking Team Support When necessary, provide support to the Radiology Booking Teams by assisting with the waiting list and appointment processes. Liaise with the Radiology Booking Teams to ensure patients are appointed within the agreed waiting times. Information and Data Quality To be responsible for the quality of data entered onto the Trust's computer systems. To ensure that any change of patient details are made on the Trust computer system at the point of referral. About us At the RUH we 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 proud to be in the top 20 best hospitals to work for in the country. 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 29 October 2024 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum, pro-rata Contract Permanent Working pattern Part-time Reference number 427-6717889 Job locations Royal United Hospital 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 Qualifications Essential Educated to GCSE level including English and Maths Desirable Experience of working in the NHS Knowledge Essential Experience of working in a customer/patient facing role Demonstrate ability to work as part of a team Understand the importance of confidentiality Desirable Previous experience of working in Healthcare Previous experience in a call-handling environment Person Specification Qualifications Essential Educated to GCSE level including English and Maths Desirable Experience of working in the NHS Knowledge Essential Experience of working in a customer/patient facing role Demonstrate ability to work as part of a team Understand the importance of confidentiality Desirable Previous experience of working in Healthcare Previous experience in a call-handling environment 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 Combe Park Bath BA1 3NG Employer's website https://www.ruh.nhs.uk/ (Opens in a new tab)