We recognise that outstanding care can only be delivered through our people. We want to attract people who can help us deliver our vision. We want in return to help people achieve what they wish in their careers in the NHS at ULHT.
We are always keen to welcome highly skilled, committed and compassionate individuals to our hospitals – people who put patients at the heart of everything they do and are ready to help us achieve our vision.
Our values guide everything we do. They are:
* Patient-centred – Putting patients at the heart of everything we do, listening and responding to their needs and wishes.
* Safety – Following ULHT and professional guidelines. Speaking up to make sure patients and staff are safe from harm.
* Excellence – Striving to be the best that we can be. Innovating and learning from others.
* Compassion – Caring for patients and their loved ones in ways we would want for our friends and family.
* Respect – Behaving and using language that demonstrates respect and courtesy to others. Zero tolerance to bullying, inequality, prejudice and discrimination.
If you believe in them too, then you are ready to join the ULHT team.
We’ve taken great pride in building working environments where staff always feel valued, cared for and part of a team. Without doubt this is a challenging yet very rewarding job that is at the centre of health and care in Lincolnshire - making a positive difference to our patients.
Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties. We have an annual income of £710 million (22/23) and we employ nearly 8,600 people.
Our Board have recently agreed a new vision statement – “Outstanding Care Personally Delivered” – stating their ambition for our Trust to be among the best.
We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.
Our latest CQC report increased our ratings for being effective and well-led from ‘Requires Improvement’ to ‘Good’. Our rating for caring remained as ‘Good’.
This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated.
So, what is in it for you?
* Flexible working: Depending on the needs of your role, we will consider requests for flexible and/or part-time working for whatever reason you should need it. We recognise flexible working will not look the same for everyone, because it depends on the nature of the role and the needs of the individual.
Types of flexibility could include:
* Part-time - less than 37.5 hours per week.
* Off-site/remote working - working from home or other sites for part or all the week.
* Compressed hours – usually full-time hours but over fewer days or shifts.
* Staggered hours – having different start and finish times.
* Set shift patterns – to allow for predictability.
* NHS Pension: A generous and flexible pension scheme with contributions from us as your employer fully protected against inflation and guaranteed by the government.
* Annual Leave: Starting at 27 days a year, rising to 33 days after 10 years plus eight bank holidays (for staff covered by Agenda for Change). For Medical Workforce positions (Consultant and Specialty Doctor), the full-time entitlement commences from 32 days per annum. For all other Medical Workforce positions, the full-time entitlement commences from 27 days per annum.
* Bank working: The chance to work extra hours at enhanced rates and we will pay you weekly too, ideal if your income needs a quick boost.
In addition, there is more.
* Family & Childcare: Including on-site nurseries at Lincoln County Hospital and Pilgrim Hospital Boston, maternity, paternity, adoption & shared parental leave following a set period of employment.
* Health & Wellbeing: including counselling, mental health first aid, physiotherapy, eye tests.
* Learning & Development including Lincolnshire Talent Academy, leadership training, medical education, clinical education, Lincolnshire clinical research.
* Financial support and benefits including Cycle2Work, car lease scheme, home electronics. Free on-site parking and free tea and coffee and the ability to save and borrow through your salary.
* Rewards & Recognition including staff awards, long service awards, retirement awards, examples of excellence and staff lottery.
Enjoy a better quality of life in one of the UK’s most welcoming counties. Whether you’re taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire welcomes everyone. Discover a range of rewarding health and social care careers in a county that’s friendly, fascinating, affordable and brimming with everything you need to live a happy life.
Job overview
This is an exciting opportunity to join a team of highly motivated Booking and Reception teams at United Lincolnshire Hospitals NHS Trust based at Pilgrim Hospital. The Outpatient Appointment Services is looking to expand our already established telephone team and recruit a Senior Call Handler within our department into a substantive role. The role involves taking telephone calls from patients, GP’s and other external stakeholders. You will deal with patients querying their new and follow up Outpatients appointments ensuring national and local targets are adhered to at all times as well as any changes, cancellations, and queries. The role will also include liaising with our internal Business Units that include all Specialities, other internal departments as well as external stakeholders. The role may require cover from time to time for our other Hospital sites such as Lincoln and Grantham. The hours available are Monday to Friday 8.30am-5.00pm.
Main duties of the job
Applicants must have GCSE Grade C and above in Maths and English or equivalent qualification. Experience in working in a customer care environment or an office environment. Excellent telephone manner. Experience of using Microsoft Excel and Words. A professional, positive understanding of others attitudes as well as providing outstanding care to our patients at all times is essential, as is the ability to prioritise your own workloads, work on your own and use your own initiative, work under pressure and well as part of a team. It’s essential you are able to work to tight deadlines and have the ability and willingness to work flexibly. Attention to detail and accuracy is imperative when applying for this post.
Working for our organisation
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service. Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services. Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service. United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust. Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county. This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations. The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
Detailed job description and main responsibilities
What should you do next?
Have a look at the job description, and if you like what you see, then apply today. Don’t miss this fantastic opportunity to work with a great team in a supportive environment within a great institution. Your NHS needs you!
Person specification
Qualifications
* GCSE's Grade C and above in Maths and English or equivalent
* Experience and training to Vocational Level 3 or equivalent
* CLAIT, ECDL or equivalent experience acquired through patient administration
* Basic knowledge of Medical Terminology
Previous Experience
* Experience of working in a customer care environment OR experience of working in an office environment
* Experience of using Microsoft Office- to include Excel and Outlook
* Knowledge or experience of NHS working
* Experience of working in a reception area
Evidence of Particular: - Knowledge - Skills - Aptitudes
* Ability to evidence/demonstrate key values and behaviours in line with the Trust framework
* Ability to prioritise and organise own workload
* Ability to work on own initiative
* Excellent oral and interpersonal communication skills, written and verbally, with ability to demonstrate fluency, clarity and effectiveness at all levels
* Attention to detail and accuracy
* Awareness of National and Local Targets including cancer targets
* Knowledge of hospital and clinical information systems including CareFlow
Specific Requirements
* Ability to maintain confidentiality
* Ability to work effectively within a large team or individually
* Ability and willingness to work flexibly
* Ability to cope with sometimes distressing/emotional situations
* Ability to work effectively under pressure and meet tight deadlines
ULHT recognises that everyone is different, and values the unique contribution that individual experiences, knowledge and skills make in delivering quality healthcare and becoming a model employer. We are committed to transforming our organisational culture by actively committing to implementing the Trust Single Equality Scheme, and other policies, such as the Dignity in Care policy and the Dignity at Work policy. We will continue to promote equality and challenge discrimination in all service provision, recognising and meeting the needs of the diverse communities we serve. We will strive to provide an environment in which people want to work and to be a model employer leading in good employment practice.
As a responsible employer ULHT would encourage staff wishing to join the Trust to take up the COVID vaccination as this continues to remain the best line of defence against COVID19.
Please note that we do not accept CVs.
Due to the high volume of applications we receive, ULHT reserves the right to close this advert prior to the closing date.
No DBS fees to pay: Successful candidates will have DBS applications applied for & paid by ULHT where applicable. There is no requirement to reimburse ULHT for this cost.
We welcome applications from the UK Armed Forces Community. On the application form please tick “Member of the Armed Forces Community” if the below applies to you.
You are:
* A Veteran
* A Military Reserve
* Partner/Spouse of those Serving NB: partners/spouses are only eligible whilst their partner is serving in the Armed Forces
Applications from applicants who meet the current criteria for Tier 2 sponsorship to work in the UK (where both the role and candidate are deemed suitable for a Tier 2 visa) are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. The UK Visas and Immigration department requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Sally Schofield Outpatient Appointment Services Support Manager
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