Band 3 - Contact Centre Agent, Outpatients

To act as first point of contact for patients accessing the services of the Outpatient department thorough the mediums of phone, email, or webchat.

Responding to the queries, concerns and questions from patients regarding Outpatient appointments for Outpatient department supported Services at West Herts Teaching Hospitals Trust.

Handling inbound and outbound calls to and from patients in a timely manner, listening to and addressing patients' needs and providing helpful solutions to their queries and requests.

Actioning requests to cancel or reschedule appointments received via email or webchats from patients and Trust colleagues., To support the team in providing a high level of administrative support, whilst projecting a professional, helpful manner always ensuring complete confidentiality.

This post will be responsible for ensuring that all correspondence received via the Contact Centre is actioned appropriately, that appointments are booked efficiently, and that any booking issues are raised immediately with the Contact Centre Supervisor and Manager, Medical staff where appropriate, and specialty managers to ensure patient care is not compromised.

With good communication and interpersonal skills, you will have experience of communicating with a wide range of people on all levels, specifically via non face to face mediums.

You will be able to work on your own initiative, prioritising your workload and always paying attention to detail whilst working under pressure and to tight deadlines.

You will be a good team player with a flexible approach to work, pleasant personality, a positive outlook and the ability to take direction well. Previous customer service experience is desirable but not essential.

With a new hospital planned for Watford and work underway to update theatres at St Albans City Hospital, this is an exciting time to join us.

We are building on the success of our award-winning virtual hospital and re-imaging models of care, working ever more closely with partners and making the most of advances in digital healthcare.

Staff wellbeing and development are a priority at our Trust, as is the role of innovation in improving clinical care, outcomes and patient experience.

Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others.

At West Herts we offer a variety of flexible working options as we recognise the importance of a good work life balance and the ability to work flexibly.