- 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
- Answering all calls coming through the Booking Centre
- Dealing with patient queries via email
- Making outbound calls to assist and remind patients to ensure they attend their appointments
- Make appointments for GP blood tests
- Point of contact for various specialties in UHL
- Cancelling appointments
- high-quality care for all,
- being a great place to work,
- partnerships for impact, and
- research and education excellence
- we are compassionate,
- we are proud,
- we are inclusive, and
- we are one team
- Validating patient demographic details and updating as necessary
- Making, changing or cancelling outpatient appointments
- Updating 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 telephone
- To 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.
- Evidenced knowledge or application of Trust values
- GCSE or equivalent pass (higher level qualifications count)
- Additional IT/customer service qualifications
- Office work experience
- Customer/patient interaction experience
- Call Centre Experience
- Team work evidenced
- Good communication skills evidenced
- Good level of literacy evidenced in application
- Knowledge of NHS booking rules/targets/RTT
- Evidenced working independently and part of a team
Booking Centre Operative - Leicester, United Kingdom - University Hospitals of Leicester NHS Trust
Description
Job summary
Booking Centre Operative
Band 2
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.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
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years
We have four primary goals:
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:
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 descriptionJob 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 -
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 SpecificationTrust values
Essential
Qualifications
Essential
Desirable
Experience
Essential
Desirable
Communication & Teamwork
Essential
Analytical & Judgement skills
Essential
Desirable
Planning & Organisation skills
Essential