Booking Centre Operative | University Hospitals of Leicester NHS Trust

University Hospitals of Leicester; Leicester; Sur place; GBP 21 000 - 26 000; Plein temps

Résumé du poste

University Hospitals of Leicester NHS Trust is seeking a Booking Centre Operative to help start the patient journey with a friendly, professional phone manner. You will handle calls, update records, and book outpatient appointments while delivering high-quality service.

You’ll work in a busy booking centre, using hospital systems and Accurx, to respond to patient enquiries, transfer calls, and ensure accuracy of patient details. NHS values of care and collaboration guide your day.

Qualifications

• Experience in patient or customer service is required.
• Excellent communication and organisational skills.
• Willingness to help and provide a positive experience.
• Call handling and data accuracy are essential.

Responsabilités

• Answer all patient calls promptly and clearly.
• Transfer calls and respond to enquiries.
• Book, modify and cancel outpatient appointments.
• Maintain accurate patient records in the booking system.
• Act as a central contact for GP practices and other staff.

Description du poste

Booking Centre Operative | University Hospitals of Leicester NHS Trust

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 or customer service, with strong communication skills, an organised approach & willingness to help, who will bring a positive dynamic to our team.

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, strong IT skills and an eye for detail, this may be the role for you. Call centre experience is an advantage.

Answering all patient incoming calls to the Booking Centre

Dealing with patient written queries via Accurx

Making outbound calls to support patients to attend their appointments

Make appointments for GP blood tests

Point of contact for various specialties in UHL

Cancelling and rebooking appointments

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,
• 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,
• 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:

To provide excellent patient 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 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's Accurx inbox is checked and actioned 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 lift 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.

This advert closes on Sunday 25 Oct 2026