Call Operator

NHS Jobs; Wolverhampton; On-site; GBP 23,000 - 28,000; Part time

Job summary

NHS Jobs in Wolverhampton is seeking an experienced calls-coordination support worker to provide efficient, confidential assistance within the referral centre. You will be the first point of contact for patients contacting the department, greeting them with a welcoming, helpful attitude and recording enquiries.

The role requires prompt responses to calls, maintaining evidence, and liaising with clinical and non-clinical colleagues.

Responsibilities

• Provide efficient and confidential call coordination by handling enquiries and referrals according to departmental procedures.
• Act as first point of contact for people contacting the department, by telephone or in person, with a welcoming and helpful attitude.
• Respond to incoming calls without delay and maintain evidence of all enquiries.
• Liaise with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
• Assist Team Leader/Manager in identifying and planning work activities based on call demand patterns.
• Collaborate with Team Leader to identify and manage risks in the service.
• Communicate patient appointments and information in a timely and agreed manner.
• Collate and circulate scheduled daily reports and ad hoc reports as requested.
• Contribute to service developments (referral centre, patient pathways, IT solutions) and support new staff during induction.
• Undertake other duties as directed to meet service needs by the Team Coordinator, Team Leaders and/or Service Support Manager.

Job description

To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service. To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards. To respond to incoming calls without delay To receive, respond to and maintain evidence of all enquiries. To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations. To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand. To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed. To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service. To communicate patient appointments and information in a timely and agreed manner. To collate and circulate scheduled daily reports and any ad hoc reports as requested. To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions. To support new staff within the team as part of the induction process. To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.

£25,272 per annum pro rata for part time hours