Patient Contact Centre Operator & Administrator

The post holder will be responsible for providing a high quality appointments booking and referral management service for all patients, including two-week wait patients, partial and direct bookings and choose and book appointments. Appointments can be made by phone, face-to-face, e-mail or by eRs. The role incorporates general office duties to all users of the service, in an efficient, professional, and responsible manner. Functions of the role include customer care, and close liaison with senior management, medical staff, and the use of the Electronic Patient Records (Careflow) and e-referral service. An in-depth knowledge and experience of Careflow and e-referral system is paramount, to ensure the booking functions are carried out to the required high standards and to provide a speedy, reliable, accurate and professional service. The booking centre is one of the first points of contact for patients and the trust; therefore it is important that the staff portray a professional corporate image.,

• To be responsible for booking, changing and cancelling patient appointments.
• Ensuring that all access and booking standards are met in regards to patient appointments when booking.
• To input and maintain information on CareFlow EPR, and other software packages as required for patients referred.
• To contact all suspected cancer patients and offer them an appointment within the target period.
• To help / verify data for reports when necessary
• To be responsible for undertaking clerical and at times, receptionist duties for the unit including ensuring a clean and safe environment.
• Commitment to ICSU and Trust objectives and values.
• Other duties as directed by the Service Manager
  
  Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.