Job overview
The Contact Centre is a key function within the organisation and exists to provide support to
numerous services within Hillingdon Community Health. The Contact Centre is responsible
for managing both referrals and appointments for a wide variety of existing services and new
services that are selected to transfer in.
The post holder will work as part of a team to provide an integral high quality and efficient
frontline clerical support for the Hillingdon Adults or Children’s Community Service Lines.
The post holder will be responsible for receiving, logging, and allocating referrals into the
appropriate service lines as per agreed upon standard operating procedures and in line with
Contact Centre Protocols.
The post holder will have excellent interpersonal skills and have the ability to communicate
effectively to provide a first point of contact telephony service for service users, carers, health
professionals and team members. They will be able to receive, log, and action messages as
required.
In addition, the post holder must possess good IT skills, and the ability to multi-task in a busy
office environment.
The post holder will work under own initiative with a flexible and adaptable approach to the job
role in order to meet the changing service needs.
Main duties of the job
Respond to telephone enquiries from health professionals, service users, families, carers, and team members with empathy and professionalism, considering health needs and cultural or language barriers. Provide and receive sensitive information with tact and diplomacy. Offer advice within role scope on services, protocols, and procedures. Process referrals per Contact Centre protocols, using decision-making skills and referral criteria to screen and allocate, inputting data into SystmOne and issuing waiting list communications. Accurately record call details and actions. Manage messages and follow up as needed. Demonstrate advanced IT and keyboard skills, proficient in NHS Mail, Outlook, and office equipment. Book appointments and update healthcare professionals’ diaries. Monitor waitlists and caseloads. Send appointment and referral letters. Manage generic email inboxes and coordinate interpreting or transport services. Handle daily post and general clerical duties. Maintain stock and use e-procurement systems for ordering and invoicing. Support new staff training. Adhere to CNWL policies, meet deadlines, and work independently with initiative.
Working for our organisation
Our values
• Compassion: Our staff will be led by compassion and embody the values of care outlined
in our Staff Charter.
• Respect: We will respect and value the diversity of our patients, service users and staff,
to create a respectful and inclusive environment, which recognises the uniqueness of each
individual.
• Empowerment: We will involve, inform and empower our patients, service users, carers
and their families to take an active role in the management of their illness and adopt
recovery principles. We will ensure our staff receive appropriate direction and support, to
enable them to develop and grow.
• Partnership: We will work closely with our many partners to ensure that our combined
efforts are focused on achieving the best possible outcomes for the people we serve.
Detailed job description and main responsibilities
he Contact Centre is a key function within the organisation and exists to provide support to
numerous services within Hillingdon Community Health. The Contact Centre is responsible
for managing both referrals and appointments for a wide variety of existing services and new
services that are selected to transfer in.
The post holder will work as part of a team to provide an integral high quality and efficient
frontline clerical support for the Hillingdon Adults or Children’s Community Service Lines.
The post holder will be responsible for receiving, logging, and allocating referrals into the
appropriate service lines as per agreed upon standard operating procedures and in line with
Contact Centre Protocols.
The post holder will have excellent interpersonal skills and have the ability to communicate
effectively to provide a first point of contact telephony service for service users, carers, health
professionals and team members. They will be able to receive, log, and action messages as
required.
In addition, the post holder must possess good IT skills, and the ability to multi-task in a busy
office environment.
The post holder will work under own initiative with a flexible and adaptable approach to the job
role in order to meet the changing service needs.
Vaccination
The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.
1. Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.
2. Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the
3. Our Agenda for Change employment contracts are subject to a contractual 13 week probationary period.