Call Handler

Job overview

An exciting opportunity has arisen to join our  friendly Outpatient Booking Team at the Royal United Hospital in Bath. If you have great customer service, excellent interpersonal and organisational skills -  this could be the role for you!

You will work within the Trust’s Outpatient Booking Centre, providing essential support in relation to outpatient booking services.

You will be part of the team, booking and rescheduling a whole range of outpatient appointments, as well as other administrative tasks that are needed to ensure patients experience high-quality care at the first stage of their pathway.

We are looking for an individual who can be flexible, adaptable and able to work well under pressure. You will work alongside other members of the Call Handling Team and other colleagues within the department. We are looking for someone who can provide a professional, compassionate and comprehensive service to our patients.

Excellent attention to detail and previous customer service experience would be beneficial as you will be liaising directly with patients to book outpatient appointments within specified time limits to ensure all local, regional and national outpatient access targets are achieved.

Main duties of the job

MAIN DUTIES AND RESPONSIBILITIES:

• To receive and make calls, in a professional and courteous manner, taking action and providing information as appropriate.
• To answer calls within the agreed time frames
• To ensure that patients/caller needs are met with regard to booking systems and/or general enquiries
• To sensitively explain to patients when their appointment has been cancelled or postponed and ensure a new appointment is negotiated when appropriate.
• To deal sympathetically with distressed patients, including difficult conversations with potential cancer patients who may not be aware of their suspected condition
• To deal with patient complaints concerning outpatient appointment details/cancellations referring exceptionally angry/distressed patients to the Call Centre Team Leader when necessary
• Signpost patients to PALS and the Trust Complaints procedure when necessary
• To provide general non-clinical advice regarding outpatient appointments to patients and their carers
• Answer telephone enquiries, taking and relaying messages in a polite and helpful manner, taking action as appropriate. This will include enquiries from patient’s and GP’s.

Detailed job description and main responsibilities

Please find attached to the vacancy a detailed person specification and job description for further information about this role.