Call Centre Agent

Integrated Care System; Walsall; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare organization in Walsall is seeking motivated individuals to join their Outpatients Call Centre. The ideal candidates will have excellent telephone manners and experience in customer service, ensuring patients receive a caring and efficient service. This frontline role requires flexibility and the ability to handle pressure. Responsibilities include managing call inquiries and providing appropriate information according to regulations.

Qualifications

• Experience in a customer service or call centre environment.
• Relevant experience in telephone communication and customer service.

Responsibilities

• Provide a first-class one-stop appointment service for outpatient care.
• Deal with all Call Centre enquiries efficiently and courteously.
• Manage callers' expectations according to Standard Operating Procedures.
• Respond to routine queries with appropriate non-clinical advice.

Skills

Excellent telephone manner

Customer-focused experience

Ability to work under pressure

Knowledge of Patient Administration System

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

To work in a friendly, busy call centre as part of our administration team, giving our patients an excellent experience of our organisation.

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 healthcare 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 the job role.
• Exercise good judgment, tact, and discretion when dealing with patient enquiries, providing non-clinical advice to patients and relatives about outpatient appointments in line with GDPR and Information Governance requirements.

Person Specification

Experience

• Experience in a customer service or call centre environment, ideally involving handling patient or healthcare-related enquiries.

Grade / NVQ

• Relevant experience in telephone communication and customer service.

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 to submit an application for Disclosure to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.