Booking Co-ordinator/Call Handler - Patient Access Centre

London North West Healthcare NHS Trust; Greater London; On-site; GBP 21,000 - 26,000; Full time

Job summary

London North West University Healthcare NHS Trust is seeking friendly customer-service professionals to join the Trust Access Centre, handling outpatient appointments across our three sites and supporting referrals. You'll manage inbound calls from patients, carers and General Practitioners, book and reschedule appointments using Trust systems, and ensure clinics are fully utilized.

A positive, calm telephone manner and accuracy under pressure are essential, with weekday shifts 8am–4pm or

Qualifications

• Friendly, courteous professionals with a strong background in customer service.
• Excellent and empathetic telephone manner and computer literacy are essential.
• Ability to work under pressure to meet targets within NHS guidelines.

Responsibilities

• Book new outpatient appointments and reschedule follow-ups when patients call.
• Liaise with services to ensure clinics are fully utilised.
• Handle calls from patients, carers and professionals within a busy NHS call centre.
• Use Trust systems to process bookings accurately and promptly.

Skills

Customer service

Telephone manner

Computer literacy

Job description

The team deal with all calls into the department from patients, carers and professionals such as General Practitioners or Trust service leads with regards to new outpatient appointments. The team also book new outpatient appointments and reschedule follow up appointments when patients call utilising the Trust systems on behalf of the Trust services. There is a range of other administrative duties involved in the post and full training will be given.

We are therefore searching for friendly, courteous professionals with a strong background in customer service to work within national and local NHS guidelines in a busy call centre and office environment. Excellent and empathetic telephone manner and computer literacy is a must, as well as an ability to work under pressure to achieve targets. As outlined above you will be booking outpatient appointments and liaising with services to ensure clinics are fully utilised. Therefore team work is very important in this role. We are looking for staff with a "can do" positive attitude, as well as excellent communication skills. Team members are expected to work Monday to Friday in an alternative shift pattern of 8am to 4pm and 9am to 5pm to ensure that the service is covered during operating hours of 8am to 5pm., Key relationships of the role is with the referral management team and the services in the Trust, as well as General Practitioners. Therefore as mentioned above, excellent communication skills are required as well as attention to detail as the role requires the post-holders book appointments accurately using the Trust systems.

The Trust Access Centre is a central hub dealing with Trust referrals on behalf of the services. There are approximately 50 staff which work in our call centre, booking teams or referral management team. The Trust operates across 3 sites; Northwick Park, Central Middlesex and Ealing Hospitals and the Access Centre is based in the Central Middlesex hospital site. There are opportunities for promotion both within the access centre and the wider Trust. London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond. Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people. We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.