We have one permanent position and one 12‑month secondment/fixed‑term contract opportunity available for this role.
To support the team in providing a high level of administrative support whilst projecting a professional, helpful manner and ensuring complete confidentiality.
Responsibilities
* Act as the first point of contact for patients accessing the services of the Outpatient department through phone, email or webchat, responding to queries, concerns and questions regarding Outpatient appointments.
* Ensure all correspondence received via the Contact Centre is actioned appropriately, that appointments are booked efficiently and booking issues are raised immediately with the appropriate supervisors, managers and specialty managers to avoid compromising patient care.
* Handle inbound and outbound calls and messages in a timely manner, listening to and addressing patient needs and providing helpful solutions.
* Action requests to cancel or reschedule appointments received via email or webchat from patients and Trust colleagues.
* Work as part of a team to support other members in meeting targets and delivering a patient‑focused booking service.
* Take part in training and supervision of the booking process and use the PAS system to record activity and patient data accurately.
* Use initiative in sometimes complex situations to ensure patients are booked in line with local and national targets.
* Contribute to a professional, efficient, and effective centralised Contact Centre booking service to process referrals within agreed timeframes and protocols.
Qualifications & Competencies
* Excellent communication and interpersonal skills, able to interact with people at all levels, primarily via non‑face‑to‑face mediums.
* Strong organisational ability to prioritise workload, pay attention to detail and work under pressure to tight deadlines.
* Good team player with a flexible, pleasant personality, positive outlook and ability to take direction well.
* Ability to work independently, using initiative in complex situations.
* Familiarity with recording patient information in a PAS system (or willingness to learn).
We are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
We reserve the right to close this advert early due to the volume of applicants; please apply promptly if interested.
If you have a disability or long‑term health condition and require support, please contact westherts.recruitment@nhs.net.
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