Band 3 - Contact Centre Agent, Outpatients SACH

West Hertfordshire Teaching Hospitals NHS Trust; St Albans; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is looking for a dedicated Contact Centre Advisor to be the first point of contact for patients accessing outpatient services. This role involves responding to queries, processing appointment requests, and providing high-level administrative support. With flexible working options available, this position offers a chance to make a meaningful impact in patient care. Join a supportive team that values work-life balance and provides opportunities for personal and professional growth. If you are passionate about helping others and thrive in a dynamic environment, this role is perfect for you.

Benefits

Flexible Working Options

Professional Development Opportunities

Qualifications

• Experience in a customer-facing role, preferably in healthcare.
• Ability to handle multiple tasks and prioritize effectively.

Responsibilities

• Respond to patient queries regarding outpatient appointments.
• Process appointment requests via phone, email, and webchat.
• Maintain confidentiality while providing administrative support.

Skills

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma

Job description

Job Title: Contact Centre Advisor (Outpatient Department)

We are seeking a dedicated individual to act as the first point of contact for patients accessing outpatient services via phone, email, or webchat.

Key Responsibilities:

1. Respond to queries, concerns, and questions from patients regarding outpatient appointments and supported services at West Herts Teaching Hospitals Trust.
2. Handle inbound and outbound calls promptly, listening to and addressing patients' needs, providing helpful solutions.
3. Process requests to cancel or reschedule appointments received via email or webchat from patients and Trust colleagues.
4. Ensure all correspondence received via the Contact Centre is actioned appropriately.
5. Book appointments efficiently and raise any booking issues immediately with the Contact Centre Supervisor, Manager, Medical staff, or specialty managers.
6. Maintain confidentiality and provide high-level administrative support, projecting a professional and helpful manner.

Additional Information:

• This is a 6-month fixed-term/secondment position.
• Note: We are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
• We offer flexible working options to promote work-life balance. More details can be found at our flexible working page.
• For support related to disabilities or long-term health conditions, please contact [e-mail].
• If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving, please indicate this on your application.
• We reserve the right to close this vacancy early due to high application volume. Apply promptly.
• If you do not hear within 3 weeks, please consider your application unsuccessful.

Contact for Further Details or Informal Visits:

Name: Sophie Johnson
Job Title: Contact Centre Supervisor
Email: [e-mail]
Telephone: [phone]