Vacancy at Lancashire Teaching Hospitals NHS Foundation Trust
Join our Contact Centre team in the Outpatient Appointment Booking team. You will be the first point of contact for inbound patient telephone queries, playing an integral part in patient care and experience.
The Contact Centre provides a 12‑hour outpatient appointment service. Vacancies are available for the 8am‑5pm and 12pm‑8pm shifts. Applicants should contact the team prior to interview to discuss working hours.
We require an individual with outstanding communication and organisational skills, conscientious and self‑motivated, able to use own initiative and support the Central Booking and Reception teams across numerous workflows.
You will ensure ongoing compliance with the terms set out in the Elective Patient Access Policy, adhering to Patient Choice and in line with speciality waiting times, Trust and national access targets (e.g., 18 weeks RTT, 2‑week rules). With strict adherence to Trust protocols, the Postholder will be fully aware of the need for confidentiality and integrity. Appointment queries will be handled politely and efficiently, with changes made to the Trust’s computerised patient record systems to maintain Data Quality.
You will be multi‑skilled following training, have a working knowledge of clinic templates across a multitude of specialities, and an awareness of the national, local and specialist targets that must be achieved.
Key responsibilities:
* Maintain good communication skills when dealing with colleagues, patients, relatives, carers and other health care professionals.
* Constructively manage barriers to effective communication.
* Maintain confidentiality at all times, as required by legislation and Trust Policy.
* Demonstrate duties to new starters and agency staff.
* Work with Outpatient Business Support Managers to develop procedures to support an efficient and effective outpatient appointment service.
* Provide flexible cover for colleagues as required to ensure the provision of an efficient Outpatient appointment booking service.
* Ensure any changes to patient demographic details are updated immediately on trust systems.
* Maintain the integrity of data/information using agreed procedure.
* Maintain a high standard of patient care by adhering to Trust values at all time.
Application closes Monday 4 May 2026.
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