Are you looking for a Job in Appointments/Call Centre Officer NHS AfC: Band 3 Field then this post may be relevant to you.
Job Details:
Company name : St Helens & Knowsley Teaching Hospitals
Position Name : Appointments/Call Centre Officer NHS AfC: Band 3
Location: St Helens
Job ID : d97622ab98b38979
Description : Main area
Sexual Health
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Full time – 37.5 hours per week (Monday to Friday)
Job ref
409-3728865-A
Site
St Helens/Newton Community Hospital
Town
St Helens
Salary
£20,330 – £21,777 per annnum
Salary period
Yearly
Closing
11/02/2022 23:59
Interview date
24/02/2022
Job overview
An exciting and challenging opportunity has become available for an Appointments / Call Centre Officer within the Sexual Health Service. The post holder will be responsible for providing clerical and administrative support to the department. You will work closely with a wide range of staff across the Organisation, including other hospitals, GP services and mainly, our patients.
Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received, you are therefore advised to apply at your earliest convenience.
Interview Date: 10th February 2022
Main duties of the job
Applications are invited from enthusiastic, hardworking and self-motivated individuals. You must have excellent telephone communication skills as you are very often the first contact with the Trust. A pleasant and courteous disposition is essential. You will have a flexible approach to the demands of this post and there will be an expectation that you can work autonomously or as part of a team to ensure we deliver the highest standard of care to our patients.
The successful candidate will mainly be responsible for dealing with telephone queries / booking out-patient appointments for our patients using internal systems on which you will be trained fully.
Previous NHS experience is desirable, however not essential.
Working for our organisation
St Helens and Knowsley Teaching Hospitals NHS Trust is the only acute Trust in Cheshire and Merseyside, and one of the few in the entire country, to achieve the title of OUTSTANDING, rated by the Care Quality Commission.
We provide a full range of acute adult services to our local population of circa 360,000 and provide tertiary services across a much wider area in the North West, North Wales and Isle of Man. We are a Major Trauma Unit and the Mersey Regional Burns Unit.
Our ‘5 Star Patient Care’ strategy is at the heart of all that we do; supporting our vision to provide world class services for all our patients by getting it right for every patient, every time.
Our latest achievements include:
Acute Trust of the Year – HSJ Awards November 2019
Trust rates Outstanding by the CQC – Inspection August 2018
Top 100 places to work in the NHS (NHS Employers and Health Service Journal)
Best acute Trust in England for quality of care for the 3rd year running (NHS Staff Survey)
In the NHS Staff Survey 2020 the Trust scored the highest marks in the following areas;
Quality of care
Staff engagement
Support from managers
Detailed job description and main responsibilities
KEY DUTIES
Enter tertiary referral letter details accurately onto the Patient Administration System (PAS) on a daily basis adhering to the timescales within the Trust Patient Access Policy and ensuring the outpatient entry is attached to the correct 18 week pathway with appropriate referral/pathway/referral source code.
To deal with pending elective appointments and cancellations, liaising with all relevant staff (including Consultants, Outpatient Managers, Directorate Managers and clinical support staff). Escalating any issues/breaches to the Team Leader/Administration Services Co-ordinator.
Meet/liaise with Consultant’s on a regular basis in order to manage outpatient clinics lists effectively whilst working within the Department of Health guidelines. Be responsible for the updating and accuracy on electronic systems.
Independently compile clinic status lists 6 weeks in advance, taking into account the composition of lists to include, clinical urgency, diagnostic investigations, therapeutic investigations, complex procedures and 18 week referral to treatment target. Inputting information on to PAS and NHS e-referral.
Liaise with Team Leader/Outpatient Manager and/or Directorate Manager’s to ensure clinic sessions are utilised when Consultants are on leave. If Consultants are on annual leave/professional leave ensure that Registrar/Staff Grade cover is in place prior to booking patients into clinic session.
Book appointments using the PAS/NHS e-referral system and identify the type of outpatient appointment required. Obtain relevant reports/ information and request HRS/case notes. Update clinic of list changes due to cancellations/alterations. Frequently negotiate with nursing staff to provide additional outpatient clinics..
Update the PAS system and NHS e-referral with all information following patient referral triage with all special requirements.
To ensure management of all clinic requests/reductions/cancellations/clinic changes/patient requests are managed within Sostenuto independently
Order interpreters for patients attending outpatient clinics by e-mail.
Person specification
Qualifications
Essential criteria
Educated to GCSE level and/or equivalent qualification and/or equivalent experience
NVQ Level 2 in Business Administration and working towards Level 3 and/or equivalent knowledge through formal training and/or experience
Knowledge & Experience
Essential criteria
Call Centre experience
Excellent IT skills with knowledge and experience of Microsoft office products
Previous clerical experience
Desirable criteria
Previous NHS experience
Knowledge of medical terminology
Experience of mentoring and training staff
Skills
Essential criteria
Word Processing Skills
Self-motivated and able to work with limited supervision
Ability to use own initiative and respond to new challenges
Ability to manage/prioritise own workload
Excellent communication skills
Ability to accurately maintain computerise and manual systems
Ability to manage difficult/sensitive situations
Ability to work as part of a team
Desirable criteria
Ability to mentor and train staff
Excellent time management skills
Excellent time management skills
St Helens & Knowsley Teaching Hospitals NHS Trust are committed to providing an environment and services which embrace diversity and which promote equality of opportunity, we welcome applications from all sections of the communities we serve to enable us to reflect their diversity and improve the delivery of the services we provide.
Any information gathered during the application process relating to protected characteristics as defined by the Equality Act 2010, is gathered for statistical purposes only and is not made available to recruiting managers at any stage of the recruitment process.
As a ‘Disability Confident Leader’ we offer a guaranteed interview scheme for applicants who consider themselves to have a disability and who meet the minimum selection criteria (essential) at each stage of the selection process. You can indicate your wish submit an application under the Trust’s guaranteed interview scheme in the personal information section of the online application form.
Transitional arrangements are in place for EU,EEA and Swiss Citizens following the UK’s withdrawal from the EU. Should you this apply to you, you are advised to familiarise yourself with these arrangements to ensure you continue to have right to work in the UK and how to evidence that right in the future. Please see the document attached to this vacancy. This requirement does not apply to Irish citizens, who can continue to freely enter, live and work in the UK.
The Trust is a non-smoking site. Failure to follow this rule could lead to disciplinary action.
Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received from which a shortlist can be confirmed therefore you are advised to apply at your earliest convenience. The Trust may contact you during the recruitment process for your feedback on your experience.
If you are having difficulty completing an online application, please contact Recruitment@sthk.nhs.uk
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