Outpatient Bookings Call Handler

An exciting opportunity has arisen to join our established and friendly Outpatient Booking Team at the Royal United Hospital in Bath. If you have great customer service, excellent interpersonal and organizational skills this could be the role for you! You will be part of the team booking and rescheduling a whole range of Outpatient appointments, as well as other administrative tasks needed to ensure patients experience high quality care at this first stage of their pathway. Our ideal candidate will be flexible, adaptable and able to work well under pressure. You would be required to work alongside the other members of the Call Handling Team and all other colleagues within the department. We are looking for someone who can provide a professional, compassionate and comprehensive service to our patients. Excellent attention to detail and previous customer service experience would be beneficial. The post holder will work within the Trust's Outpatient Booking Centre, providing essential support in relation to outpatient booking services. The post holder will liaise directly with patients to book outpatient appointments within specified time limits to ensure all local, regional and national outpatient access targets are achieved., To receive and make calls, in a professional and courteous manner, taking action and providing information as appropriate.

• To answer calls within the agreed timeframes
• To ensure that patients/caller needs are met with regard to booking systems and/or general enquiries
• To sensitively explain to patients when their appointment has been cancelled or postponed and ensure a new appointment is negotiated when appropriate.
• To deal sympathetically with distressed patients, including difficult conversations with potential cancer patients who may not be aware of their suspected condition
• To deal with patient complaints concerning outpatient appointment details/cancellations referring exceptionally angry/distressed patients to the Call Centre Team Leader when necessary
• Signpost patients to PALS and the Trust Complaints procedure when necessary
• To provide general non-clinical advice regarding outpatient appointments to patients and their carers
• Answer telephone enquiries, taking and relaying messages in a polite and helpful manner, taking action as appropriate. This will include enquiries from patient's and GP's.
  
  At the RUH we're proud to put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone's contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks - celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger. A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential. We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We've even got a pool!