We are recruiting for a Contact Centre Advisor who shares our vision to provide consistently outstanding care and exemplary service to our patients. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services. This position offers excellent career development opportunities within the NHS and serves as an ideal entry point for those looking to progress in healthcare administration.
At the heart of everything we do are our core values: Include, Respect, and Improve.
Responsibilities
* Facilitate the patient journey from referral to clinic appointment.
* Respond to patient and GP queries via telephone and webchat, following standard procedures and working under supervision.
* Use specialised healthcare IT systems, including the Lorenzo appointment system, to confirm outpatient appointment dates by telephone or letter.
* Handle patient enquiries that may include cancelling and/or rescheduling appointments.
* Provide help and guidance to patients, their relatives, consultants, nursing staff, and GPs, tailoring conversations to individual needs.
* Diffuse difficult situations and deal with confrontation with tact and diplomacy.
* Accurately capture patient communications and actions within PRM (Patient Relationship Management) to ensure a clear, auditable patient contact history.
* Meet agreed targets for responding to contact centre enquiries.
Hospital Locations
* The Lister Hospital, Stevenage
* New Queen Elizabeth II (New QEII), Welwyn Garden City
* Hertford County, Hertford
* Mount Vernon Cancer Centre (MVCC), Northwood
Flexible working arrangements are supported.
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