Job summary Band 2 x2 vacancies Hours per week-(Monday-Friday) x 1 vacancy 30 Hours per week-(Monday-Friday) At University Hospitals of Leicester, our Booking Centre Operatives are essential in shaping the beginning of our patient's journey.
We're looking for someone with experience in patient service with strong communication skills, who is good with people, has an organized approach & a willingness to help - a friendly and professional approach is essential.
As part of our team, you'll make sure every patient receives a great experience from the get go, creating a positive impression at every opportunity.
Answering all telephone calls in a prompt, clear and friendly manner Transferring calls efficiently Responding to patient enquiries Ensuring patient details are captured accurately when booking appointments Join our team and you'll discover why at University Hospitals of Leicester, we pride ourselves on providing the foundation for exciting, long-term careers.
We'll continue to develop and expand your knowledge of Various Specialties to enable you to support with all customer enquiries, ensuring the highest levels of patient care are maintained.
If you have a passion for helping people, you have strong IT skills and an eye for detail, this may be the role for you.
Call Centre experience is an advantage Main duties of the job Answering all calls coming through the Booking CentreDealing with patient queries via emailMaking outbound calls to assist and remind patients to ensure they attend their appointmentsMake appointments for GP blood testsPoint of contact for various specialties in UHLCancelling appointments About us Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals: high-quality care for all, being a great place to work, partnerships for impact, and research and education excellence And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all: we are compassionate, we are proud, we are inclusive, and we are one team This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About the University Hospitals of Leicester NHS Trust: Job description Job responsibilities To provide excellentpatient care whilst answering telephones in a polite and courteous manner in line with departmental standards.To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including - Validating patient demographic details and updating as necessaryMaking, changing or cancelling outpatient appointmentsUpdating computerised records of patient information in line with departmental and hospital policies and procedures.Understanding all information contained on the system to assist patients and staff with queries on the telephoneTo ensure that the department email address is checked and action in order of priority in accordance with departmental standards.To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.To have a working knowledge of booking rules specific to each clinic in line with national targets.
To escalate any capacity issues to the capacity management team as necessary.To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.To continue striving to improve the service, making suggestions to the Team Leader as necessary.
To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.To undertake any other duties in line with the grade as directed by the Team Leader.
Person Specification Trust values Essential Evidenced knowledge or application of Trust values Qualifications Essential GCSE or equivalent pass (higher level qualifications count) Desirable Additional IT/customer service qualifications Experience Essential Office work experience Customer/patient interaction experience Desirable Call Centre Experience Communication & Teamwork Essential Team work evidenced Good communication skills evidenced Analytical & Judgement skills Essential Good level of literacy evidenced in application Desirable Knowledge of NHS booking rules/targets/RTT Planning & Organisation skills Essential Evidenced working independently and part of a team