Contact Centre Advisor

We are absolutely committed to ensuring that our patients have the best possible experience within our hospitals. We are looking for people who are committed to delivering excellent patient care, whatever their role, and who take pride in what they do. We place a high value on treating all patients, customers and colleagues with respect and dignity, and seek people who strive for excellence and innovation in all that they do. AIM OF THE ROLE INCLUDE 1. To provide a comprehensive and efficient Trust-wide booking service for patients. 2. To work as part of the Elective Access team to provide the best possible customer service for patients and colleagues. 3. To ensure that requests for Outpatient Appointment and Admissions are processed and booked in line with the Trust Access Policy. 1. Communication/Customer Service 1.1 To telephone patients in accordance with the Trust Access Policy to offer admission and appointment dates within timeframes identified by the Trust. 1.2 To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and colleagues face to face and on the telephone. 1.3 To liaise with medical, nursing and administrative staff as well as General Practitioners as required, seeking guidance and advice as necessary. 1.4 To produce letters regarding admission and appointment dates for patients and GPs in a timely fashion and ensure letters are accurate and up to date. 1.5 To ensure that the departmental telephones are answered and calls dealt with, or passed on to the appropriate member of staff. 1.6 To work on a rotational basis covering Admissions and Outpatient Booking Offices and Call Centres, dealing with enquiries, providing directions, and booking appointments and admissions as required. 1.7 To work closely with other departments within the Trust, including Site Operations Team, Bed Managers, Pre-Assessment Clinic Staff, Medical Records Department, Outpatient Departments, Diagnostic Services, Patient Advice and Liaison Team, Medical Secretaries, Theatres Staff and Clinical Staff. 2. Administration 2.1 To ensure that Admission and appointment requests received by the Elective Access Team are logged and processed in a timely manner, whether received by fax, internal or external post, by electronic means. 2.2 To ensure that case notes relating to new registrations are tracked on PAS and relevant documentation is filed within the folder. 2.3 To select patients for admission or appointments from waiting lists based on agreed criteria for the theatre/admission/clinic lists to be filled and the Trust Access Policy. 2.4 To respond to telephone calls from patients who contact the Elective Access Team to make or change admission or appointment dates. Ensure that the Access Policy is adhered to when booking Admissions or appointments. 2.5 To cancel, change and reschedule appointments or admissions at the request of patients or clinicians in line with Trust policy. 2.6 Maintain and update lists of patients due for admission and appointments in the appropriate format - whether electronic or in manual diaries - and make these available to Theatre, Surgical, Bed Management Outpatient Clinic and Medical Records Teams as appropriate. 3. Data Quality 3.1 To ensure patient information is accurately recorded on hospital information systems as required. 3.2 To update patient information held on hospital systems and, at every opportunity, check the accuracy of that information. 3.3 To proactively seek to obtain data that is missing from hospital records (eg. NHS Number, GP Details, Ethnic Origin) and enter this data into hospital information systems.,

• 37.5 (current office hours are between the hours of 8am - 8pm, Monday - Friday, three shift patterns of 8am-4.15pm, 8.45am-5pm, 11.45am-8pm, this is subject to change with the needs of the service)
Criminal Records Bureau Applicants for posts in the NHS are exempt from the Rehabilitation of Offenders Act 1974. All applicants who are offered employment will be subject to a criminal record check from the Criminal Records Bureau before the appointment is confirmed. This includes details of cautions, reprimands, final warnings, as well as convictions. Further information is available from the Criminal Records Bureau and Disclosure websites at www.crb.gov.uk and www.disclosure.gov.uk Work Visa/ Permits/Leave To Remain If you are a non-resident of the United Kingdom or European Economic Area, any appointment offered may be subject to the Resident Labour Market test (RLMT) which may need to be repeated on expiry of your leave to remain. The Trust is unable to employ or continue to employ you if you do not obtain or maintain a valid work visa and leave to remain in the UK.


• Ability to follow written procedures and implement changes to procedures in own work area.
• Ability to train and induct new or temporary staff in the working processes of the department.
• Excellent oral and written communication skills.
• Able to problem solve.
• Able to work to deadlines.
• Reliable work record.
• Punctual.
• Ability to enter data every day into computer systems using keyboard skills to a high level of speed and accuracy.
• Ability to undertake administrative tasks and switch without notice to dealing with frequent customer and telephone enquiries.
• Able to deal with difficult situations with patients, public and visitors both face to face and on the telephone who may be anxious or distressed about health related issues in a tactful and sensitive manner. Includes imparting unwelcome news regarding delays to treatment on daily basis.
• Ability to communicate in writing in English with colleagues and patients regarding appointments and handover of work.