We are seeking a motivated and organised individual to join an NHS team as a Band 3 call handler. This is a key administrative role supporting the delivery of outpatient services, ensuring patients receive timely, efficient, and high-quality care throughout their treatment pathway.
You will play a vital role in coordinating appointments and supporting patients across Outpatient, Routine, Urgent, Suspected Cancer, and MDT pathways, helping the Trust meet its performance targets and deliver excellent patient experience.
Key Responsibilities
* Coordinate and schedule patient appointments in line with Trust booking policies and clinical priority targets
* Track patients along their pathway to ensure timely progression and prevent delays or breaches
* Ensure patients receive accurate and relevant information in a timely manner
* Maintain accurate patient records and ensure all data is entered correctly onto Trust systems
* Deliver a high-quality, customer-focused booking and administrative service
* Provide a professional, courteous, and empathetic telephone service to patients and colleagues
* Use Trust IT systems to record and report clinical and performance data in line with IT strategy and governance requirements
* Proactively monitor and manage waiting times for both routine and cancer pathways
* Liaise with clinical teams and patients to resolve pathway issues and avoid target breaches
* Work to strict reporting deadlines, escalating risks or potential breaches to line managers promptly
* Adhere to Trust policies and protocols, including the Elective Access Policy (EAP) and Standard Trust Administration Guidelines (STAGS)
About You
* Strong organisational and administrative skills
* Excellent communication and interpersonal abilities
* Confident using IT systems and databases
* Ability to work under pressure and meet deadlines
* Attention to detail with a high level of accuracy
* Customer-focused approach with a commitment to patient care
* Previous NHS or healthcare administration experience (desirable but not essential)
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