Booking Centre Operative

We're looking for someone with experience in patient service with strong communication skills, who is good with people, has an organized approach & a willingness to help - a friendly and professional approach is essential.
As part of our team, you'll make sure every patient receives a great experience from the get go, creating a positive impression at every opportunity.
+ Answering all telephone calls in a prompt, clear and friendly manner
+ Transferring calls efficiently
+ Responding to patient enquiries
+ Ensuring patient details are captured accurately when booking appointments
Join our team and you'll discover why at University Hospitals of Leicester, we pride ourselves on providing the foundation for exciting, long-term careers. We'll continue to develop and expand your knowledge of Various Specialties to enable you to support with all customer enquiries, ensuring the highest levels of patient care are maintained.
If you have a passion for helping people, you have strong IT skills and an eye for detail, this may be the role for you. Call Centre experience is an advantage, + Answering all calls coming through the Booking Centre
+ Dealing with patient queries via email
+ Making outbound calls to assist and remind patients to ensure they attend their appointments
+ Make appointments for GP blood tests
+ Point of contact for various specialties in UHL
+ Cancelling appointments

Working for our organisation
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
+ high-quality care for all,
+ being a great place to work,
+ partnerships for impact, and
+ research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
+ we are compassionate,
+ we are proud,
+ we are inclusive, and
+ we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About the University Hospitals of Leicester NHS Trust:
http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies, To provide excellent patient care whilst answering telephones in a polite and courteous manner in line with departmental standards.
To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -
+ Validating patient demographic details and updating as necessary
+ Making, changing or cancelling outpatient appointments
+ Updating computerised records of patient information in line with departmental and hospital policies and procedures.
+ Understanding all information contained on the system to assist patients and staff with queries on the telephone
+ To ensure that the department email address is checked and action in order of priority in accordance with departmental standards.
+ To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
+ To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.
+ To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.
+ To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.
+ To continue striving to improve the service, making suggestions to the Team Leader as necessary.
To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.
To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.
To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.
To undertake any other duties in line with the grade as directed by the Team Leader.

Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the publishing closing date if we receive a sufficient number of completed application forms.
Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.
UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.
Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.
UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.
Disclosure and Barring Service Check
Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.
The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.
The current price of a check is £38 for an enhanced and £18 for a standard check.
COVID 19 Risk Assessment
Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.
The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.
If it is identified that you are within a vulnerable category, we will endeavor to make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.
Covid Vaccination Status
Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.
University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help deliver healthcare services that meets the needs of our diverse communities.