Customer Service Administrator

Northern Care Alliance NHS Foundation Trust; Oldham; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Flexible working options

Annual leave allowance

Job summary

Northern Care Alliance NHS Foundation Trust in Oldham is recruiting a full-time Band 3 Customer Service Administrator to join Royton Health and Wellbeing Centre. You will deliver high-quality administrative support for patients and partners across the Oldham locality, managing referrals, bookings, and waiting lists.

The role is based in our Customer Service Call Centre, with cross-cover duties to ensure a consistent service and adherence to waiting time targets.

Qualifications

• Experience handling referrals, bookings and waiting lists.
• Ability to exchange information clearly with patients and partners.
• Proven tact and empathy when dealing with sensitive information.

Responsibilities

• Provide administrative service for referrals, booking management and waiting list maintenance across Oldham locality.
• Answer and direct customers in a consistent, timely manner in line with organisational policy.
• Manage electronic patient data and maintain competencies with new systems.
• Cover a range of shifts including early, late and weekends to support service needs.
• Support clinical triage by ensuring referrals are processed and available for review.

Skills

Customer service

Administrative duties

Tools

Electronic systems

Job description

We now have a vacancy for a full time, Band 3 Customer Service Administrator to work at Royton Health and Wellbeing Centre which is part of the Northern Care Alliance NHS Foundation Trust.

You will provide an excellent customer focus and an administrative service for patients and partners across the Oldham locality and provide a comprehensive referral, customer contact and booking management service for Community Health Services and ensure compliance with waiting time targets.

You will work in a Customer Service Call Centre providing cross-cover for other staff across the centre to ensure a consistent and effective administration service is maintained at all times.

• Ensure adherence to the Referral Booking & Management Centre standard Operating procedures at all times.
• Provide and receive routine and complex sensitive information requiring tact or persuasive skills, even where they maybe barriers to understanding.
• Exchange information with customers, provide information, and give advice, empathy and reassurance.
• Ensure that customer phone calls are answered in accordance with Organisational Policy.
• To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
• Review appropriateness of referrals and process referrals received in the service and ensure all are made available for clinical triage in a timely manner following set processes.
• Process requests for clinic changes, changes and cancellations.
• Create, maintain and make additions to waiting lists for clinical services following a set of processes.
• To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
• Be proficient in the use of electronic systems in relation to customer data and undertake new training as required if new technology/ systems are introduced to ensure competencies are maintained and efficiencies of the administrative processes are maximised.
• To cover a range of shifts patterns as required by the service and customers accessing the service, this may include both early and late shifts and weekends.

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

For further details / informal visits contact: Name: Mrs Helen Wilkinson Job title: Patient Care Team Leader Email address: [e-mail] Telephone number: 07738 292365

Available Monday - Friday 08:00-16:00