Customer Service Administrator | Northern Care Alliance NHS Foundation Trust

Salford Royal NHS Foundation Trust; Texas; On-site; USD 28,000 - 33,000; Full time

Job summary

Northern Care Alliance NHS Foundation Trust is recruiting for a full-time Band 3 Customer Service Administrator at Royton Health and Wellbeing Centre. The role provides a patient-focused administrative service across Oldham and supports referrals, triage and waiting lists within a civil health setting.

The post requires handling routine and sensitive information with tact, excellent communication, and flexibility to cover various shifts, including weekends.

Qualifications

• Provide an excellent customer focus and administrative service for patients and partners across the Oldham locality.
• Ensure compliance with waiting time targets.
• Work in a Customer Service Call Centre providing cross-cover to maintain a consistent administration service.

Responsibilities

• Provide and receive routine and sensitive information requiring tact or persuasive skills.
• Direct contacts in a consistent and timely manner, taking messages and assigning calls to relevant teams.
• Review referrals and process referrals for clinical triage.
• Create, maintain and add to waiting lists for clinical services.
• Cover a range of shift patterns including early/late shifts and weekends.

Skills

Customer service

Administrative tasks

Communication

Job description

Customer Service Administrator | Northern Care Alliance NHS Foundation Trust

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.

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading.

You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website:www.careers.northerncarealliance.nhs.uk