Patient Contact Centre Advisor

Spire Healthcare Limited; Cardiff; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

35 days annual leave

Pension plan (employer/employee)

Spire for you discount platform

Free car park

Private medical insurance

Life assurance

Job summary

Spire Healthcare Limited is seeking a Patient Contact Centre Advisor for our Cardiff Patient Support Centre. The role offers full-time, permanent employment with a competitive salary and excellent benefits.

You will handle outpatient bookings, manage clinic diaries and telephone lines, and ensure timely communication with patients, consultants and secretaries. Induction lasts two weeks, with shifts between 8am and 7pm, Monday to Friday, plus occasional Saturdays.

Qualifications

• Demonstrable literacy and numeracy skills.
• Track record of successful delivery in a similar role in an office/customer service setting.
• Experience handling high call volumes in a fast-paced environment.
• High level of PC literacy and experience using multiple systems.
• Excellent interpersonal and communication skills.
• Ability to work effectively as part of a team.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Provide and maintain an efficient bookings system for all outpatients using a computerised system (SAP).
• Manage the telephone lines in an effective and timely manner.
• Provide and maintain an efficient diary for all outpatient clinics (consultant and nurse led).
• Manage and process patient referral letters and related documentation.
• Process patient appointment letters and related documentation.
• Respond to enquiries from patients, public and consultants by phone or letter.

Skills

Literacy & numeracy

Experience in similar role

High call volumes

PC literacy

Communication skills

Teamwork

Pressure management

Tools

SAP

Job description

Patient Contact Centre Advisor | Cardiff PSC | Full Time | Permanent | Competitive salary plus excellent benefits.

Please note that these vacancies are based in our Patient Support Centre in St Mellons, Cardiff

Please note - Induction training will be held for 2 weeks (9am to 5pm) following this, shifts will vary between the hours of 8am to 7pm Monday to Friday with occasional Saturday shifts.

As a Patient Contact Centre Advisor, you will be responsible to ensure the provision and maintenance of an efficient patient customer service experience within the centre.

Duties and Responsibilities:

• Provide and maintain an efficient bookings system for all outpatients using a computerised system (SAP)
• Manage the telephone lines in an effective and timely manner
• Provide and maintain an efficient diary for all outpatient clinics including both consultant and nurse led clinics (making and changing appointments, clinic changes and cancellations)
• Manage and process patient referral letters and any associated documentation, confirming details with patients/consultants and secretaries as appropriate
• Process patient appointment letters and any associated documentation, confirming details with patients/consultants and secretaries as appropriate
• Respond to enquiries from patients, members of the public and consultants in a timely, courteous, and efficient manner either by telephone or letter

Who are we looking for:

• Demonstrable literacy and numeracy skills
• Track record of successful delivery in a similar role, in an office and / or customer service environment
• Experience of handling high call volumes in a fast paced environment
• High level of PC literacy and experience of using multiple systems and programmes
• Excellent interpersonal and communication skills
• The ability to work effectively as part of a team
• Able to work under pressure and to tight deadlines, with good organisational skills

Benefits

We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays - pro rata
• Employer and employee contributory pension with flexible retirement options
• 'Spire for you' reward platform - discount and cashback for over 1000 retailers
• Free Car park
• Free DBSPrivate medical insurance
• Life assurance

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

• Driving clinical excellence
• Doing the right thing
• Caring is our passion
• Keeping it simple
• Delivering on our promises
• Succeeding and celebrating together

We commit to our employees well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent healthcare group in the United Kingdom, running 38 hospitals and over 50 clinics across England, Wales and Scotland. It provides diagnostics, inpatient, day case and outpatient care, operates a network of private GPs and provides workplace health services to over 800 corporate clients. It also delivers a range of private and NHS mental health, musculoskeletal and dermatological services

For us, it's more than just treating patients; it's about looking after people.

Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications