Outpatient Receptionist & Call Centre Clerk - NHS - ref. w01328623
Job overview
An opportunity has arisen for 2 x Full Time positions (37.5hours weekly) for the role of Outpatient Receptionist & Call Centre Clerk.
The successful candidates must be customer care focused, with exceptional communication and interpersonal skills to welcome patients attending outpatient clinics, directing them efficiently to the correct department as well as providing a high-quality service in the call centre.
Excellent organisational skills and an ability to work under pressure are essential requirements together with great attention to detail for ensuring data is recorded accurately onto the patient administration system to manage the booking of designated follow up clinics.
The post holders will be given full training to enable them to work in different reception areas covered by the central team including a busy call centre.
The standard hours of work are between 08:00 – 18:00 Monday to Friday with a 1-hour lunch break.
Contract includes some weekend working.
Main duties of the job
To provide a professional front of house and telephone service.
To provide an efficient and high quality service in the busy call centre, reporting any issues to supervisor/team leader.
To receive and process paper reconciliation slips efficiently and quickly whilst helping to maintain National and local standards.
To input and update the Trust’s PAS system, ensuring accurate patient computer records are maintained whilst achieving a high standard of data quality.
To arrange outpatient appointments in accordance with the agreed booking rules.
To process outpatient emails professionally and efficiently.
Be prepared to change duties at short notice to cover a different areas as and when needed.
To keep up to date with departmental and organisational changes in order to provide a responsive and efficient service.
Maintain strict confidentiality at all times, relating to staff, patients and the Trusts operations.
Working for our organisation
Supporting our vision and values
Our Vision is to be a first-class provider of sustainable healthcare services, delivering the best possible care for our patients; and being a great place to work for our people. Our Proud to CARE philosophy supports this vision - and we all play a part in achieving it, by living up to the values we promise to our patients and each other.
As members of staff we will always:
COMPASSION – treating everyone with kindness – welcoming diversity and inclusion, considering individual needs; and challenging inappropriate behaviours outside of our values
AMBITION – Aspiring to be the best – reaching high standards, providing exceptional care and services; and achieving measurable improvements in people’s health and wellbeing
RESPECT – Valuing and appreciating everyone – listening, learning and acting on their experiences, being open and honest; and recognising that working with others brings benefits
ENCOURAGEMENT– Opportunities for all – supporting education and development, helping people to bring their improvement ideas to life and speak-up; and getting everyone involved in our future
Detailed job description and main responsibilities
Please see the Job description and Person Specification in the attachments. This document contains a full detailed description of the role and what the main responsibilities and duties are along with the criteria that are required.
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Person specification
Qualifications
Essential criteria- Education to GCSE standard (or equivalent)
Experience
Essential criteria- Previous Telephone Experience
- Previous experience working with the general public
- Experience of accurate data input
- Proficient use of MS Office
- Experience of working in a team
- Previous Reception Experience
- Previous Call Centre Experience
- Use of the PAS System
- Previous experience in a Healthcare environment
Skills
Essential criteria- Good Organisation Skills
- Ability to work under pressure
- Ability to prioritise own workload
- Excellent Attention to Detail
- Problem solving skills
- Time management skills
- Demonstrate forward thinking
- Methodical approach to decision making
Personal Attributes
Essential criteria- Good communication skills
- Professional manner
- Ability to work as part of a team
- Good interpersonal skills
- Flexibility/Adaptability
- Excellent Listening Skills