Booking Centre Operative

Job overview

X2 Full Time Positions at 37.5 Hours

X1 Part Time Position at 20 Hours

X1 Part Time Position at 15 Hours

At University Hospitals of Leicester, our Booking Centre Operatives are essential in shaping the beginning of our patient's journey.

We’re looking for someone with experience in patient or customer service, with strong communication skills, an organised approach & willingness to help, who will bring a positive dynamic to our team.

• Answering all telephone calls in a prompt, clear and friendly manner
• Transferring calls efficiently
• Responding to patient enquiries
• Ensuring patient details are captured accurately when booking appointments

Join our team and you’ll discover why at University Hospitals of Leicester, we pride ourselves on providing the foundation for exciting, long-term careers. We’ll continue to develop and expand your knowledge of Various Specialties to enable you to support with all customer enquiries, ensuring the highest levels of patient care are maintained.

If you have a passion for helping people, strong IT skills and an eye for detail, this may be the role for you. Call centre experience is an advantage.

Main duties of the job

• Answering all patient incoming calls to the Booking Centre.
• Dealing with patient written queries via Accurx.
• Making outbound calls to support patients to attend their appointments.
• Make appointments for GP blood tests.
• Point of contact for various specialties in UHL.
• Cancelling and rebooking appointments.

Detailed job description and main responsibilities

To provide excellent patient care whilst answering telephones in a polite and courteous manner in line with departmental standards.

To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -

• Validating patient demographic details and updating as necessary
• Making, changing or cancelling outpatient appointments
• Updating computerised records of patient information in line with departmental and hospital policies and procedures.
• Understanding all information contained on the system to assist patients and staff with queries on the telephone
• To ensure that the department's Accurx inbox is checked and actioned in order of priority in accordance with departmental standards.
• To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
• To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.
• To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.
• To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.
• To continue striving to improve the service, making suggestions to the Team Leader as necessary.

To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.

To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.

To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.

To undertake any other duties in line with the grade as directed by the Team Leader.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.