Band 3 - Contact Centre Agent, Outpatients St Albans

West Hertfordshire Teaching Hospitals NHS Trust; St Albans; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading healthcare provider is seeking an Outpatient Contact Centre Advisor to serve as the first point of contact for patients. This role involves handling queries, booking appointments, and providing administrative support, all while maintaining confidentiality. The ideal candidate will possess excellent communication skills and a positive attitude. This permanent position offers flexible working options as part of a commitment to staff wellbeing and development.

Benefits

Flexible working options

Qualifications

• Experience in non face-to-face communication.
• Previous customer service experience is desirable.

Responsibilities

• Respond to queries regarding outpatient appointments.
• Handle inbound and outbound calls promptly.
• Book appointments efficiently and raise issues.

Skills

Communication

Interpersonal Skills

Teamwork

Flexibility

Job description

Job Title: Outpatient Contact Centre Advisor

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

Key Responsibilities:

1. Respond to queries, concerns, and questions from patients regarding outpatient appointments and services.
2. Handle inbound and outbound calls promptly, addressing patients' needs and providing helpful solutions.
3. Process requests to cancel or reschedule appointments received via email or webchat.
4. Ensure all correspondence received through the Contact Centre is actioned appropriately.
5. Book appointments efficiently and raise any booking issues with the relevant supervisors or medical staff.
6. Support the team by providing administrative support while maintaining confidentiality.

Candidate Requirements:

• Excellent communication and interpersonal skills, with experience in non face-to-face communication.
• Ability to work independently, prioritize tasks, and work under pressure within tight deadlines.
• Team player with a flexible approach, positive attitude, and good listening skills.
• Previous customer service experience is desirable but not essential.

Additional Information:

This is a permanent contract. Please note, we are unable to provide a Certificate of Sponsorship (Work Permit) for this role.

Join us during an exciting period of development, including a new hospital in Watford and updates at St Albans City Hospital, as we enhance our digital healthcare services and patient care models.

We prioritize staff wellbeing, development, and innovation to improve clinical outcomes and patient experience.

Our vision is Excellent patient care, together, and our values include being empowered, compassionate, professional, and inclusive.

We offer flexible working options to support work-life balance. For more details, visit: www.westhertshospitals.nhs.uk/flexibleworking

If you have a disability or long-term health condition, or are part of the Armed Forces Community, please contact us for support or indicate this in your application.

We reserve the right to close this advert early due to high application volumes. Please apply promptly. If you do not hear within 3 weeks, consider your application unsuccessful.

Contact for Further Details:

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