Contact Centre Advisor

Job overview

We are recruiting for a Contact Centre Advisor who shares our vision to be trusted 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.

As a Contact Centre Advisor, you will play a vital role in facilitating the patient journey from referral to clinic appointment. You will follow standard procedures and work under supervision responding to patient and GP queries via telephone and webchat, and using a range of specialised healthcare IT systems.

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.

The hours for this role are 08:30–16:30, Monday to Friday.

At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

Main duties of the job

The Contact Centre Advisor will answer contact centre enquiries using a variety of media methods (e.g. telephone and webchat) promptly and to agreed targets.

Provide help and guidance to patients (and / or their accompanying friends / relatives, Consultants, Nursing Staff and GP’s) tailoring conversations to their needs ensuring they are at the heart of  everything you do.

In accordance with the Trust Access Policy ensure patients are contacted via telephone or letter to confirm outpatient appointment dates, recording all transactions on the Lorenzo appointment system.

Respond to patient enquiries which may include cancelling and/or rescheduling appointments.

Undertake duties with tact and diplomacy, diffusing difficult situations and dealing with confrontation as necessary.

Accurately capture patient communications and actions within the PRM (Patient Relationship Management) to ensure a clear, auditable patient contact history.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.