Band 3 - Contact Centre Agent, Outpatients St Albans

Job overview

To act as first point of contact for patients accessing the services of the Outpatient department thorough the mediums of phone, email, or webchat.

Responding to the queries, concerns and questions from patients regarding Outpatient appointments for Outpatient department supported Services at West Herts Teaching Hospitals Trust.

Handling inbound and outbound calls to and from patients in a timely manner, listening to and addressing patients’ needs and providing helpful solutions to their queries and requests.

Actioning requests to cancel or reschedule appointments received via email or webchats from patients and Trust colleagues.

This is a permanent contract

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Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.

Main duties of the job

To support the team in providing a high level of administrative support, whilst projecting a professional, helpful manner always ensuring complete confidentiality.

This post will be responsible for ensuring that all correspondence received via the Contact Centre is actioned appropriately, that appointments are booked efficiently, and that any booking issues are raised immediately with the Contact Centre Supervisor and Manager, Medical staff where appropriate, and specialty managers to ensure patient care is not compromised.

With good communication and interpersonal skills, you will have experience of communicating with a wide range of people on all levels, specifically via non face to face mediums.

You will be able to work on your own initiative, prioritising your workload and always paying attention to detail whilst working under pressure and to tight deadlines.

You will be a good team player with a flexible approach to work, pleasant personality, a positive outlook and the ability to take direction well. Previous customer service experience is desirable but not essential.

Detailed job description and main responsibilities

The main role of the Outpatient Contact Centre Agent is to manage inbound correspondence from patients and Trust colleagues for queries and actions relating to Outpatient appointments for Outpatient department supported services. Using the mediums of phone, webchat and email, to manage the booking of New and Follow Up appointments, ensuring that these are booked efficiently as per requests received, and in line with national and local timeframes and targets to ensure patient care is not compromised.

To positively affect the patient experience by providing smooth day to day operation of the Outpatient Contact Centre, facilitating a patient focused, responsive, empathetic and robust contact service to patients.

To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPI’s for the service