Contact Centre Coordinator - Outpatients

NHS; Stevenage; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare provider is seeking a Contact Centre Coordinator for Outpatients to enhance patient care through effective administration and staff management. The ideal candidate will possess strong communication and organisational skills, with experience in healthcare administration and a commitment to delivering high-quality service.

Qualifications

• Ability to manage own time efficiently.
• Experience in managing a PTL.
• Evidence of experience in a customer/patient-focused administrative environment.

Responsibilities

• Manage the administration of referrals and appointments.
• Day to day management of outpatient clerical staff.
• Support senior management in the delivery of key access standards.

Skills

Excellent communication

Organisational skills

Teamwork

Advanced IT skills

Education

GCSE or equivalent

Tools

Microsoft Office

Patient administration system (Lorenzo)

Job description

Go back East and North Hertfordshire Teaching NHS Trust

Contact Centre Coordinator - Outpatients

The closing date is 28 May 2025

We are recruiting for a Contact Centre Coordinator for Outpatients who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

The Outpatient clerical department are looking to recruit an enthusiastic and organised individual to join the Outpatient management team to support us with driving our outpatient utilisation and Front of House performance.

The successful candidate will need to have gained previous experience of staff management as the post holder will play a key supportive role in the review of administrative processes and service developments, liaising with staff across three hospital sites and providing ongoing staff training and support.

This is a challenging and exciting role which will require a high standard of operational, performance and staff management skills. As the role is very customer-focused, excellent communications skills, time management, leadership and team working are essential along with a sound knowledge of RTT pathways.

This is an excellent career development opportunity for a self-motivated and enthusiastic individual who wishes to pursue a management career in the NHS in a supportive and progressive environment.

Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and in your role with us.

Main duties of the job

Manage the administration of referrals and appointments via internal pathways and the national Electronic Referral System to ensure patients are booked in accordance with National waiting times.

Day to day management of outpatient clerical staff across three Trust sites, including training, appraisals and sickness management in line with Trust policies, to ensure an effective and efficient service is provided. This includes reorganising resource in response to changing priorities, deploying staff as necessary to meet operational requirements.

Support senior management in the delivery of key access standards.

Line management of Supervisory staff with daily liaison to ensure maximum utilisation of capacity in accordance with the agreed speciality, consultant and clinic protocols, meeting with the staff to review Patient Tracking Lists, setting priorities and ensuring that the management of these is in line with Access Policy.

About us

At East and North Hertfordshire Teaching NHS Trust,we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

o The Lister Hospital, Stevenage

o New Queen Elizabeth II (New QEII), Welwyn Garden City

o Hertford County, Hertford

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Job responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person Specification

Qualifications

• Ability and willingness to undertake all training required to carry out the requirements of the role.
• Computer and regular use of IT systems
• GCSE or equivalent

Previous Experience

• Evidence of ability to work on own initiative without supervision
• Evidence of experience in managing a PTL
• Previous experience of working in a customer/patient-focused administrative environment
• Experience in a Supervisor role
• Experience in undertaking staff appraisals and managing staff leave, sickness and absence
• Previous employment in a clerical healthcare setting
• Experience of patient administration system (Lorenzo)
• Experience of demand and capacity
• Experience of training staff on NHS systems

Skills & Qualities

• Excellent communication, presentation and interpersonal skills
• Ability to work in a busy, pressurized environment without supervision
• Excellent organisational skills and the ability to prioritise and use own initiative
• Evidence of excellent teamwork
• Advanced IT skills in Microsoft Office, including Word, Excel, Powerpoint and email
• The ability to run reports as required and interpret/analyse data
• Ability to manage own time efficiently
• Evidence of ability to manage stressful situations involving staff and patients
• Methodical and organised
• Ability to multi-task and prioritise
• Evidence of polite, approachable and compassionate manner

Knowledge

• Understand and practice the principles of confidentiality at all times
• Demonstrates knowledge of current issues related to the NHS
• Understand national and local booking targets and guidelines eg RTT
• Knowledge of the Trust, support departments and patient pathways

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.

East and North Hertfordshire Teaching NHS Trust