Outpatient Contact Centre Clerk

Job overview

To provide a prompt and professional contact centre service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function.

To provide a courteous reception service to patients in line with office procedures, contributing to the overall efficient and effective running of Clinical Administration Units. To work closely with directorate CAU teams to ensure that any issues are resolved efficiently and effectively to maintain the level of service to patients.

To manage and triage all income calls presented to the Clinical Administration Units, resolving queries where possible and directing enquiries to the relevant area of the trust.

Working hours will be either a 4 day week 8.00-18.00 or a 5 day week 10.00-18.00.

Main duties of the job

To work as a team member and to provide a telephone contact point for incoming calls to the CAU.

To log into a call centre telephone and receive all calls allocated via the routing system.

To answer all calls in a polite, friendly and professional manner dealing with all calls promptly in line with operational policies and procedure

Resolve Outpatient appointment queries or amendment requests for all types of patients i.e. New, follow up and post – operative or direct enquiries to the appropriate point of contact.

Contribute to the effectiveness of teams. Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new members of staff. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, and annual leave of other health advisors. Work flexibly across sites as required by the service.

Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/callers to the most appropriate care/service using the Directory of Services where appropriate, guided by Pathways. This includes making judgements around what may or may not be significant changes in a patient’s condition. This may involve recognition and appropriate response to emergency situations.

To provide any other appropriate support to the effective and efficient conduct of administrative duties in the Outpatient department as required.

Detailed job description and main responsibilities

We’ve provided all the details you need about this role in the job description and person specification. Please take a moment to review the criteria in the person specification and share specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission.

Please note that appointment to this post will be subject to a satisfactory Disclosure and Barring Service Check at Standard Level. (Enhanced level now includes regulated checks against vulnerable adults and children)

All successful applicants will be required to complete our corporate trust induction once a start date had been agreed.