Job overview
We are recruiting a Contact Centre Advisor who shares our vision to provide consistently outstanding care. The role involves coordinating outpatient services, answering patient and GP queries via telephone and webchat, and using advanced healthcare IT systems. This position offers excellent career development opportunities within the NHS and is an ideal entry point for those looking to progress in healthcare administration.
Main duties of the job
* Answer contact centre enquiries via telephone and webchat promptly, meeting agreed targets.
* Provide help and guidance to patients, accompanying relatives, consultants, nursing staff, and GPs, tailoring conversations to their needs.
* Contact patients via telephone or letter to confirm outpatient appointment dates, recording all transactions on the Lorenzo appointment system.
* Respond to patient enquiries including cancelling and/or rescheduling appointments.
* Use tact and diplomacy to diffuse difficult situations and handle confrontation when necessary.
* Accurately capture patient communications and actions within the PRM (Patient Relationship Management) to ensure a clear, auditable contact history.
Person specification
Previous Experience
* Evidence of experience with office duties.
* Experience dealing with the public in a reception-type role.
* Experience using the Lorenzo appointment system.
* Previous employment in a health-care setting.
Skills
* Good communication skills – verbal and written.
* Ability to work in an organised, methodical manner.
* Flexibility and ability to prioritise workload.
* Teamworking and supportive approach.
Knowledge
* Understanding of how current skills apply to a clerical role.
* Knowledge of the Trust’s Access Policy.
* Knowledge of hospital, support departments and patient pathway.
Other Requirements
* Understanding of and commitment to equality, diversity and inclusion.
* Role model our Trust values every day.
* Ability to work with people at all levels of an organisation.
Equality, diversity and inclusion
East and North Hertfordshire Teaching NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We welcome applications from everyone regardless of background, including candidates with disabilities and those from Black, Asian and Minority ethnic (BAME) backgrounds.
Employer certification / accreditation badges
Postholders will be required to hold a Disclosure to the Disclosure and Barring Service (DBS) check under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020.
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