Job summary We are recruiting for a Contact Centre Coordinator for Outpatients who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients. The Outpatient clerical department are looking to recruit an enthusiastic and organised individual to join the Outpatient management team to support us with driving our outpatient utilisation and Front of House performance. The successful candidate will need to have gained previous experience of staff management as the post holder will play a key supportive role in the review of administrative processes and service developments, liaising with staff across three hospital sites and providing ongoing staff training and support. This is a challenging and exciting role which will require a high standard of operational, performance and staff management skills. As the role is very customer-focused, excellent communications skills, time management, leadership and team working are essential along with a sound knowledge of RTT pathways. This is an excellent career development opportunity for a self-motivated and enthusiastic individual who wishes to pursue a management career in the NHS in a supportive and progressive environment. Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and in your role with us. Main duties of the job Manage the administration of referrals and appointments via internal pathways and the national Electronic Referral System to ensure patients are booked in accordance with National waiting times. Day to day management of outpatient clerical staff across three Trust sites, including training, appraisals and sickness management in line with Trust policies, to ensure an effective and efficient service is provided. This includes reorganising resource in response to changing priorities, deploying staff as necessary to meet operational requirements. Support senior management in the delivery of key access standards. Line management of Supervisory staff with daily liaison to ensure maximum utilisation of capacity in accordance with the agreed speciality, consultant and clinic protocols, meeting with the staff to review Patient Tracking Lists, setting priorities and ensuring that the management of these is in line with Access Policy. About us At East and North Hertfordshire NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now. We run the following hospitals: The Lister Hospital, Stevenage New Queen Elizabeth II (New QEII), Welwyn Garden City Hertford County, Hertford Mount Vernon Cancer Centre (MVCC), Northwood We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda. We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen. Date posted 14 March 2025 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year per annum Contract Permanent Working pattern Full-time Reference number 361-7033832 Job locations Lister Hospital Coreys Mill Lane Stevenage SG14AB Job description Job responsibilities Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role. Job description Job responsibilities Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role. Person Specification Qualifications Essential Ability and willingness to undertake all training required to carry out the requirements of the role. Lorenzo trained Computer and regular use of IT systems Desirable GCSE or equivalent Previous Experience Essential Evidence of ability to work on own initiative without supervision Evidence of experience in managing a PTL Previous experience of working in a customer/patient-focused administrative environment Experience in a Supervisor role Experience in undertaking staff appraisals and managing staff leave, sickness and absence Previous employment in a clerical healthcare setting Desirable Experience of patient administration system (Lorenzo) Experience of demand and capacity Experience of training staff on NHS systems Skills & Qualities Essential Excellent communication, presentation and interpersonal skills Ability to work in a busy, pressurized environment without supervision Excellent organisational skills and the ability to prioritise and use own initiative Evidence of excellent teamwork Advanced IT skills in Microsoft Office, including Word, Excel, Powerpoint and email The ability to run reports as required and interpret/analyse data Ability to manage own time efficiently Desirable Evidence of ability to manage stressful situations involving staff and patients Methodical and organised Ability to multi-task and prioritise Evidence of polite, approachable and compassionate manner Knowledge Essential Understand and practice the principles of confidentiality at all times Demonstrates knowledge of current issues related to the NHS Understand national and local booking targets and guidelines eg RTT Desirable Knowledge of the Trust, support departments and patient pathways Managing databases Person Specification Qualifications Essential Ability and willingness to undertake all training required to carry out the requirements of the role. Lorenzo trained Computer and regular use of IT systems Desirable GCSE or equivalent Previous Experience Essential Evidence of ability to work on own initiative without supervision Evidence of experience in managing a PTL Previous experience of working in a customer/patient-focused administrative environment Experience in a Supervisor role Experience in undertaking staff appraisals and managing staff leave, sickness and absence Previous employment in a clerical healthcare setting Desirable Experience of patient administration system (Lorenzo) Experience of demand and capacity Experience of training staff on NHS systems Skills & Qualities Essential Excellent communication, presentation and interpersonal skills Ability to work in a busy, pressurized environment without supervision Excellent organisational skills and the ability to prioritise and use own initiative Evidence of excellent teamwork Advanced IT skills in Microsoft Office, including Word, Excel, Powerpoint and email The ability to run reports as required and interpret/analyse data Ability to manage own time efficiently Desirable Evidence of ability to manage stressful situations involving staff and patients Methodical and organised Ability to multi-task and prioritise Evidence of polite, approachable and compassionate manner Knowledge Essential Understand and practice the principles of confidentiality at all times Demonstrates knowledge of current issues related to the NHS Understand national and local booking targets and guidelines eg RTT Desirable Knowledge of the Trust, support departments and patient pathways Managing databases 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name East and North Herts NHS Trust Address Lister Hospital Coreys Mill Lane Stevenage SG14AB Employer's website https://www.enherts-tr.nhs.uk/ (Opens in a new tab)