Call Centre Agent

Walsall Healthcare NHS Trust; Walsall; Hybrid; GBP 22,000 - 25,000; Full time

Job summary

A regional healthcare provider in Walsall is seeking dedicated individuals to join their Outpatients Call Centre. The role demands excellent communication and customer service skills, with responsibilities including managing patient appointments and inquiries. Ideal candidates will possess a good educational background and previous customer service experience. This position offers flexible working hours, ensuring a supportive environment in a busy healthcare setting.

Qualifications

• Good standard level of education (2 GCSE's or equivalent).
• NVQ level 2 in Customer Service (or equivalent).
• Experience dealing with patients/customers over the telephone.

Responsibilities

• Provide a first-class appointment service for outpatient care.
• Deal with all Call Centre enquiries efficiently and courteously.
• Manage callers expectations and provide accurate information.

Skills

Excellent telephone manner

Customer service experience

IT skills

Communication skills

Education

Good standard level of education (2 GCSE's or equivalent)

NVQ level 2 in Customer Service (or equivalent)

Job description

An exciting opportunity has arisen for enthusiastic and motivated individuals to join our friendly Outpatients Call Centre.

The Call Centre is currently open from Monday - Friday 8 am - 6 pm

An excellent telephone manner, experience of dealing with the public in a customer focused environment along with knowledge of the Patient Administration System are vital in this frontline role to provide support in the smooth running of this busy Call Centre.

You will need to have an excellent telephone manner and work well under pressure. You will need to be able to offer a flexible working approach and be able to cover hours when required.

Shifts are: 8 am - 4 pm; 10 am - 6 pm on a rota basis

Main duties of the job

• To provide a first class one stop appointment service for outpatient care within the Call Centre by ensuring patients appointments are rescheduled and/or cancelled speedily and efficiently.

About us

Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.

Job responsibilities

• To deal with all Call Centre enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public.
• Effectively manage callers expectations following Call Centre Standard Operating Procedures whilst providing correct and accurate information at all times.
• Respond to routine external and internal telephone queries from patients and other healthcare professionals giving appropriate non-clinical advice relevant to job role.
• Exercise good judgement, tact and discretion when dealing with patient enquiries, providing non clinical advice to patients and relatives about outpatient appointments in line with GPDR and Information Governance requirements.

Qualifications

• Good standard level of education (2 GSCE's or equivalent).
• NVQ level 2 in Customer Service (or equivalent).

Experience

• Experience with dealing with patients and/or customers over the telephone, Call Centre experience or working in a customer focused environment.
• Experience of using IT systems/data input.
• Good keyboard, IT and administrative skills. Good communication skills Ability to work as part of a team.
• Equivalent level of knowledge gained through experience.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.