Customer Care Officer

King's College Hospital NHS Foundation Trust; Orpington; On-site; GBP 24,000 - 32,000; Full time

Job summary

A leading NHS Trust in the United Kingdom is seeking a Customer Care Officer for the Emergency Department. This role involves providing exemplary customer service, managing patient bookings, and ensuring accurate administrative procedures are followed. Candidates must be flexible team players capable of handling various tasks, including managing inquiries and maintaining patient records. Join us in making a lasting difference to our patients and promoting sustainable healthcare practices.

Qualifications

• Ability to work in a fast-paced environment, providing excellent customer service.
• Experience in handling inquiries and managing patient registrations.
• Strong team player with flexible working capacity.

Responsibilities

• Receive and register injured/trauma patients according to care standards.
• Manage face-to-face and telephone inquiries promptly and professionally.
• Maintain accurate and thorough records of patient registrations.

Skills

Customer service

Administration

Communication

Job description

Job Description

As a Customer Care Officer in the PRUH Emergency Department, the post holder is responsible for delivering a comprehensive reception and administration service, demonstrating exemplary customer service to patients and visitors. The post holder will be expected to work flexibly within a team to ensure that reception duties are covered 24/7.

As a member of the team, the post holder will be responsible for booking patients into the emergency department, answering and directing phone calls, responding to patient/visitor requests, providing admin support, managing inboxes and assisting with business continuity and downtime, both planned and unplanned.

Responsibilities

• CCOs will receive and register injured/trauma patients within the agreed timescales and customer care standards.
• CCOs must ensure accurate and diligent administration with regards to receiving and registering patients, maintaining required Trust data, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed specified standard. You must ensure that the Emergency Department (ED) captures all relevant registration data and that this is entered on to the in-house computer data base namely EPIC.
• Post-holder must manage face-to-face enquiries promptly and efficiently, providing an immediate response or referring individual on to appropriate person as and when required and answer telephone calls in a polite and professional manner taking accurate messages and ensuring these are given to the appropriate people.

Trust Vision

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

For further details / informal visits contact: Name: Jo O'Neill Job title: Service Manager, Emergency Department Email address: jo.o'[e-mail] Telephone number: 01689863482