Customer Service Administrator

Job overview

We have an exciting and interesting vacancy for a part time, Band 3 Customer Servicee Administrator to work at Royton Health and Wellbeing Centre which is part of the Northern Care Alliance NHS Foundation Trust.

You will provide an excellent customer focus and administrative service for patients and partners across the Oldham locality, providing a comprehensive referral, customer contact and booking management service for Community Health Services ensuring compliance with waiting time targets.

You will work in a centralised Patient call handling service providing cross-cover for other staff across the centre to ensure a consistent and effective administration service is maintained at all times.

Main duties of the job

Ensure adherence to Contact & Referral Centre standard Operating procedures at all times.

Provide and receive routine and complex sensitive information requiring tact or persuasive skills, even where they maybe barriers to understanding.

Exchange information with customers, provide information, and give advice, empathy and reassurance.

Ensure that customer phone calls are answered in accordance with Organisational Policy.

To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.

Review appropriateness of referrals and process referrals received in the service and ensure all are made available for clinical triage in a timely manner following set processes.

Process requests for clinic changes, changes and cancellations.

Create, maintain and make additions to waiting lists for clinical services following a set of processes.

To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.

Be proficient in the use of electronic systems in relation to customer data and undertake new training as required if new technology/ systems are introduced to ensure competencies are maintained and efficiencies of the administrative processes are maximised.

To cover a range of shifts patterns as required by the service and customers accessing the service, this may include both early and late shifts and weekends.

Working for our organisation

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we’re always looking for people who demonstrate our three core values - care, appreciate and inspire – to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

Detailed job description and main responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk

Person specification

Qualifications

• English/Maths GCE grade 4 or higher (comparable to GCSE grade C or higher) or NVQ Level 3 or equivalent level of knowledge and experience

• ECDL or equivalent qualification

Skills

• Ability to communicate in a clear and concise manner.
• Proven organisational skills and ability to prioritise workload with interruptions and changing priorities.
• Ability to multi-task and prioritise own workload.
• Good command and understanding of English, punctuation and grammar.
• Good numerical skills
• Understanding of the data protection act
• Recognise equality and diversity and the importance of human rights with dignity and respect
• Act in accordance with legislation, policies and procedures
• Motivated, flexible and proactive

• Ability to deal with non-routine and unpredictable nature of workload and individual patient contact

Experience

• Experience working and communicating with the general public
• Experience of using Microsoft Word and Microsoft Excel

• Previous experience of working in a call centre
• Previous experience of working in a team liaising with multiple stakeholders
• Experience of successfully working within tight time frames and to deadlines
• Experience of using IM&T systems for data entry
• Experience of using SystmOne, e-Referral Service, PTS (Patient Transport Service)

We understand the importance of balancing work and home life. We are committed to supporting flexible working for our people wherever possible and all our colleagues are given the opportunity to discuss potential for flexible working. Speak to us about how we might be able to accommodate a flexible working arrangement.

The Northern Care Alliance NHS Foundation Trust (NCA) serves a diverse population, and each Care Organisation works hard to ensure all services are accessible and fair.

We respect the value of difference. So, our aim is to employ a workforce representative of the communities we serve. Regardless of age, disability, gender, marital status, trans status, pregnancy and maternity, race, sexual orientation, religion or belief, all are welcome.

As a Disability Confident Employer, guaranteed interviews are also available to disabled applicants when essential role requirements have been met.

If you require any reasonable adjustments to the application process, please contact [email protected]

For posts advertised on a fixed term contract basis, we will offer secondments only for NHS appointments. Fixed term contracts will be only be offered for external non-NHS appointments.

In applying for this post, you give the Trust permission to use your data for recruitment purposes.

Please note that this vacancy may be withdrawn at any time should we receive sufficient applications or if it is filled via the internal redeployment process.

Keep up to date with the latest job opportunities and information across the Northern Care Alliance by following us on Twitter and Facebook: @NCACareersNHS