Outpatient Contact Centre Clerk

To provide a prompt and professional contact centre service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function.

To provide a courteous reception service to patients in line with office procedures, contributing to the overall efficient and effective running of Clinical Administration Units. To work closely with directorate CAU teams to ensure that any issues are resolved efficiently and effectively to maintain the level of service to patients.

To manage and triage all income calls presented to the Clinical Administration Units, resolving queries where possible and directing enquiries to the relevant area of the trust.

Working hours will be either a 4 day week 8.00-18.00 or a 5 day week 10.00-18.00.

Main duties of the job

To work as a team member and to provide a telephone contact point for incoming calls to the CAU.

To log into a call centre telephone and receive all calls allocated via the routing system.

To answer all calls in a polite, friendly and professional manner dealing with all calls promptly in line with operational policies and procedure

Resolve Outpatient appointment queries or amendment requests for all types of patients i.e. New, follow up and post - operative or direct enquiries to the appropriate point of contact.

Contribute to the effectiveness of teams. Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new members of staff. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, and annual leave of other health advisors. Work flexibly across sites as required by the service.

Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/callers to the most appropriate care/service using the Directory of Services where appropriate, guided by Pathways. This includes making judgements around what may or may not be significant changes in a patient's condition. This may involve recognition and appropriate response to emergency situations.

To provide any other appropriate support to the effective and efficient conduct of administrative duties in the Outpatient department as required.

Would you like to work flexibly? In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

MTW is a large acute hospital trust in the south-east of England.We provide a full range of general hospital services and some aspects of specialist and complex care to around 600,000 people living in west Kent and East Sussex. We have a team of over 8,000 full and part-time staff. We also provide specialist cancer services to around 2 million people across Kent and East Sussex via the Kent Oncology Centre.

In the 2024 NHS staff survey, our employees ranked MTW among the top 10 NHS Trusts nationwide and the second-best Trust to work for in the South East.