Role Overview
An exciting opportunity has arisen for enthusiastic and motivated individuals to join our friendly Outpatients Call Centre.
The Call Centre is currently open from Monday – Friday 8:00 am – 6:00 pm.
An excellent telephone manner, experience of dealing with the public in a customer‑focused environment, and knowledge of the Patient Administration System are vital in this frontline role to support the smooth running of this busy Call Centre.
You must have an excellent telephone manner, work well under pressure, offer a flexible working approach, and be able to cover hours when required.
Shifts are 8:00 am – 4:00 pm or 10:00 am – 6:00 pm on a rota basis. Your main responsibility will be to provide a first‑class, one‑stop appointment service for outpatient care within the Call Centre, ensuring patients' appointments are rescheduled and/or cancelled speedily and efficiently.
About Walsall Healthcare NHS Trust
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. The Trust’s full‑range district general hospital services are housed under one roof, with state‑of‑the‑art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, adds almost 5,000 square metres of additional clinical space.
Responsibilities
* Provide a first‑class one‑stop appointment service for outpatient care within the Call Centre.
* Deal with all Call Centre enquiries in an efficient, polite and courteous manner, offering a caring, compassionate, helpful service to patients, other health care professionals and the general public.
* Effectively manage callers' expectations following Call Centre Standard Operating Procedures, whilst providing correct and accurate information at all times.
* Respond to routine external and internal telephone queries from patients and other healthcare professionals, giving appropriate non‑clinical advice relevant to the job role.
* Exercise good judgement, tact and discretion when dealing with patient enquiries, providing non‑clinical advice to patients and relatives about outpatient appointments in line with GPDR and Information Governance requirements.
Key Information
Advert closes on Monday 1 Dec 2025.
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