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.

Work flexibly across sites as required by the service.

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.

Working for our organisation

Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 NHS Staff Survey.

We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated and diverse team of over 8,000 staff we are proud to offer specialised cancer services to over two

million people through the Kent Oncology Centre.

Fordcombe Hospital, near Tunbridge Wells, became part of the Trust in October 2024. Specialising in planned care, it offers two operating theatres, 28 inpatient and day-care beds, diagnostic services (X-ray, MRI, CT, and endoscopy), and consultation/treatment rooms.

Looking for flexible working?

We are a flexible working-friendly organisation. Whether it’s adjusting your hours or exploring other flexible arrangements, we want to work with you to find the best solution for you, our patients, and the Trust. Talk to us about how we can accommodate your working needs.

Joining us includes a comprehensive benefits package:

• At least 27 days of annual leave plus public/bank holidays (pro-rata for part-time staff).
• Membership in the NHS Pension Scheme, with a 20.6% employer contribution and life assurance benefits
• Blue Light card eligibility
• And more, additional benefits can be found in the benefits documents below

Detailed job description and main responsibilities

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.

Person specification

Qualifications

• A Good General Education
• GCSE Maths and English/equivalent Grade C/Functional Skills level 2 or above

Experience

• Previous Telephone Experience
• Understanding of IT systems.
• Trust vision, values, strategic objectives and key work programmes

Skills

• Basic computer and keyboard skills
• Demonstrates good time management skills
• Good interpersonal skills

In the event that we receive a high volume of applications, we may need to close the application process earlier than planned. To avoid missing out, we encourage you to submit your application as soon as possible.

Please contact the Recruiting Manager for an informal discussion should you have any queries relating to the role for which you are applying.

We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives, and experiences and celebrate the diversity of thought, viewpoints, and ideas that will make our Trust the best place to work.

You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)

Good luck! We look forward to welcoming you to our exceptional team!