Royal United Hospitals Bath NHS Foundation Trust
We have 1 part time role, permanent contract, working Thursday and Fridays from 08:45 to 16:45
An exciting opportunity has arisen to join our established and friendly Outpatient Booking Team at the Royal United Hospital in Bath. If you have great customer service, excellent interpersonal and organisational skills this could be the role for you!
You will be part of the team booking and rescheduling a whole range of outpatient appointments, as well as other administrative tasks needed to ensure patients experience high quality care at this first stage of their pathway.
You need to be flexible, adaptable and able to work well under pressure. You would be required to work alongside the other members of the Call Handling Team and all other colleagues within the department. We are looking for someone who can provide a professional, compassionate and comprehensive service to our patients. Excellent attention to detail and previous customer service experience would be beneficial.
You will work in the Outpatient Booking Centre, providing essential support in relation to outpatient booking services, and will liaise directly with patients to book their appointments within specified time frames to ensure all local, regional and national outpatient access targets are achieved.
Main duties of the job
MAIN DUTIES AND RESPONSIBILITIES:
* Receive and make telephone calls, in a professional and courteous manner, taking action and providing information as appropriate.
* Answer telephone calls within the agreed time frames. Taking and relaying messages in a polite and helpful manner, taking action as appropriate. This includes enquiries from GPs.
* Ensure the patient/caller needs are met with regards to booking systems and/or general enquiries.
* Speak to patients in a sensitive, courteous manner when explaining their appointment has been cancelled or postponed and ensure a new appointment is negotiated when appropriate.
* Deal sympathetically with distressed patients, including difficult conversations with potential cancer patients who may not be aware of their suspected condition.
* Look into patient complaints concerning outpatient appointment details/cancellations referring exceptionally angry/distressed patients to the Call Centre Team Leader when necessary.
* Signpost patients to our Patient and Liaison Service (PALs) and follow the Trust Complaints procedure when necessary.
* Provide general non-clinical advice regarding outpatient appointments to patients and their carers.
About us
At the RUH we're proud to 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 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.
Job responsibilities
Please find attached to the vacancy a detailed person specification and job description for further information about this role.
Person Specification
* Experience of dealing with public by telephone.
* Able to work calmly under pressure.
* Understand the importance of confidentiality.
* Demonstrable ability to work effectively as a team member.
* Previous experience in a call-handling environment.
* Previous experience of Millennium.
* Computer literate - experience of MS office programmes, including Word, Excel and Outlook.
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 name
Royal United Hospitals Bath NHS Foundation Trust
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