Appointments/Call Centre Officer

Merseywestlancs; St Helens; A distancia; GBP 26.000 - 27.000; Jornada completa

Descripción de la vacante

Mersey and West Lancashire Teaching Hospitals NHS Trust invites applications for an Appointments / Call Centre Officer within Patient Booking Services. You will co-ordinate outpatient bookings across Medical/Surgical specialties and ensure efficient, patient-focused scheduling in line with NHS guidelines.

The role supports clerical and administrative functions, liaising with hospitals, GP services, and patients to deliver timely appointments and maintain high-quality service across MWL sites.

Formación

• Educated to GCSE level and/or equivalent qualification and/or equivalent experience.
• NVQ Level 2 in Business Administration and working towards Level 3 and/or equivalent knowledge through formal training and/or experience.

Responsabilidades

• Coordinate outpatient appointment bookings across MWL Teaching Hospital NHS Trust.
• Schedule appointments to provide efficient, timely and patient-focused service.

Conocimientos

Call centre experience

Microsoft Office

Educación

GCSE level or equivalent

NVQ Level 2 in Business Administration

Herramientas

PAS system

NHS e-referral system

Descripción del empleo

We want talented and enthusiastic people from all backgrounds to join #TeamMWL, with us you can learn, grow and develop yourself and your career, realising your true ambitions and aspirations.

Whatever you’re looking for in your career, you’ll find it here at MWL.

Main area Administration Grade NHS AfC: Band 3 Contract Permanent Hours

• Full time
• Part time

37.5 hours per week (Multiple positions available full time & part time) Job ref 409-7542811-C

Site St Helens Hospital Town St Helens Salary £25,760 - £27,476 Per Annum, Pro Rata Salary period Yearly Closing 06/11/2026 23:59

Job overview

An exciting and challenging opportunity has become available for an Appointments / Call Centre Officer within Patient Booking Services.

The post holder will be responsible for providing clerical and administrative support to the department. You will work closely with a wide range of staff across the Organisation, including other hospitals, GP services and mainly, our patients.

Main duties of the job

To co-ordinate the booking of outpatient appointments for Medical/Surgical specialties across MWL Teaching Hospital NHS Trust. To schedule appointments ensuring that an efficient, timely and patient focussed service is provided and the clinical needs of patients are met in accordance with the current operating framework and the NHS constitution

The Appointments Department provides an operational service for MWL NHS Trust and other external Trusts. The Appointments department co-ordinates the outpatient appointment bookings for all specialties. This data is captured on a variety of computerised systems.

Working for our organisation

Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.

We strongly believe that the communities we serve should all have access to Five Star Patient Care.

Our Services

Acute Care

Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.

Primary Care

Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.

Community Services

Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.

Specialist Regional Services

We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements:

Rated Outstanding by CQC Inspection August 2018

Top 100 places to work in the NHS (NHS Employers & Health Service Journal)

National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme

Detailed job description and main responsibilities

KEY DUTIES

• Enter tertiary referral letter details accurately onto the Patient Administration System (PAS) on a daily basis adhering to the timescales within the Trust Patient Access Policy and ensuring the outpatient entry is attached to the correct 18 week pathway with appropriate referral/pathway/referral source code.
• To deal with pending elective appointments and cancellations, liaising with all relevant staff (including Consultants, Outpatient Managers, Directorate Managers and clinical support staff). Escalating any issues/breaches to the Team Leader/Administration Services Co-ordinator.
• Meet/liaise with Consultant’s on a regular basis in order to manage outpatient clinics lists effectively whilst working within the Department of Health guidelines. Be responsible for the updating and accuracy on electronic systems.
• Independently compile clinic status lists 6 weeks in advance, taking into account the composition of lists to include, clinical urgency, diagnostic investigations, therapeutic investigations, complex procedures and 18 week referral to treatment target. Inputting information on to PAS and NHS e-referral.
• Liaise with Team Leader/Outpatient Manager and/or Directorate Manager’s to ensure clinic sessions are utilised when Consultants are on leave. If Consultants are on annual leave/professional leave ensure that Registrar/Staff Grade cover is in place prior to booking patients into clinic session.
• Book appointments using the PAS/NHS e-referral system and identify the type of outpatient appointment required. Obtain relevant reports/ information and request HRS/case notes. Update clinic of list changes due to cancellations/alterations. Frequently negotiate with nursing staff to provide additional outpatient clinics.
• Update the PAS system and NHS e-referral with all information following patient referral triage with all special requirements.
• To ensure management of all clinic requests/reductions/cancellations/clinic changes/patient requests are managed within sostenuto independently
• Order interpreters for patients attending outpatient clinics by e-mail.
• To arrange patient appointments by telephone/letter ensuring that patients are offered choice of date with reasonable notice in accordance with the current operating framework and the NHS constitution.
• Order all necessary equipment for appointments via Outpatient Managers by e-mail.
• Responsible for informing the Radiology/Cardio-Respiratory Department of additional clinics arranged.
• Take into account daily cancellations and alterations, contacting patients by telephone explaining in a polite and courteous manner reasons for cancellation. To follow the correct procedures and processes for all cancelled appointments and DNA’s to ensure dates are re-booked and/or removed according to the Trust Patient Access Policy, escalating any issues.
• Manage Netcall reminder report ensuring outpatient slots are backfilled maximising outpatient capacity.
• Advise patients of all available options with empathy and discretion particularly when dealing with aggrieved patient’s regarding outpatient waiting list enquires. Significant conversations including outcomes are to be recorded on PAS.
• Monitor and maintain the Patient Target Lists (PTL) for each speciality and individual Consultants, including the maintenance of the RTT and liaise with Directorate Managers on a regular basis.
• Monthly validation of 18 week (PTL) for each speciality to maintain 18 weeks, ensure patient availability and/or still require appointment.
• Monitor and maintain the Outpatient waiting list reports for individual specialities ensuring that all patients are booked in accordance with Multi-Disciplinary Team guidelines and Department of Health guidelines.
• Book linked appointments foe ENT and Ophthalmology prior to appointment date.
• Complete data checks on computerised systems (PAS, NHS e-referral, EDMS) amending any changes e.g. appointment procedures, patient details, patient/hospital cancellations or time changes due to allergy risks etc.
• Complete Netcall cancellation report, slot availability report within ers, sostenuto, net account on a daily basis.
• ASI report managed independently within DOH guidelines for Paper Switch Off Compliance
• Management of pas admin reports, clinic changes/amendments for all specialty clinics and directorates
• Set up and amendments of clinic schedules on PAS system
• Training/mentoring of staff on all roles within the Appointments Department
• To ensure that all two-week rule referrals/upgrades are managed independently within DOH guidelines on PAS and NHS e-referral system.
• To ensure all case notes are requested and available for appointments in line with local standards and protocols. Ensure that any documentation in relation to the patient is sent to the Health Records Department to be scanned onto EDMS (Electronic Document Management System). To file all correspondence and documents, as required, thereby maintaining an effective filing system.
• Organise and order stationary items as appropriate.
• Deal appropriately with concerns from staff in line with Trust policy.
• To provide cover for colleagues during periods of annual leave and sickness. Mentor and train relevant staff as required by the Team Leaders or Administrative Services Co-ordinator.
• Participate in call centre rotation.
• Liaise with other hospitals both NHS and private, GP’s, secretarial, clerical, wards, and cancer services.
• Following PTL meeting, complete actions for individual specialities and update capacity for Directorate Managers.
• To work in a flexible manner in accordance with the Trust policy.
• Any other duties required by Line Manager.

Our Values

• We are Kind
• We are Open
• We are Inclusive

Qualifications

• Educated to GCSE level and/or equivalent qualification and/or equivalent experience
• NVQ Level 2 in Business Administration and working towards Level 3 and/or equivalent knowledge through formal training and/or experience

Knowledge & Experience

• Call Centre experience
• Excellent IT skills with knowledge and experience of Microsoft office products
• Previous clerical experience
• Previous NHS experience
• Knowledge of medical terminology
• Experience of mentoring and training staff

Skills

• Word Processing Skills
• Self-motivated and able to work with limited supervision
• Ability to use own initiative and respond to new challenges
• Ability to manage/prioritise own workload
• Ability to accurately maintain computerise and manual systems
• Ability to work as part of a team
• Ability to mentor and train staff
• Excellent interpersonal skills

Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.

Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.

The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.

Equality, Diversity, and Inclusion

We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups.

If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact [e-mail]

The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision-making process.

The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.

Certificate of Sponsorship

eVisa Update

For successful candidates on selected work and study visa routes, who have completed and paid for their applications will no longer receive a visa vignette in passport as evidence of their permission to enter the UK.

Instead, you will be issued with an eVisa only, which is accessed by creating a UKVI account.

Before travelling to the UK, we advise applicants to:

• Understand how to generate an eVisa share code

Additional Information

Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are