Contact Call Agent | Oxford University Hospitals NHS Foundation Trust
| Posting date: | 09 September 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £24,071 - £25,674 per annum pro rata |
| Hours: | Full time |
| Closing date: | 09 October 2024 |
| Location: | Oxford, OX4 2PG |
| Company: | Oxford University Hospitals NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6588210/321-CORP-6450822-B3-INT-1 |
Summary
PREVIOUS APPLICANTS NEED NOT APPLY
• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
• To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
• To assist with the training of new team members
• Assist where appropriate with administrative work for other departments within OUH.
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more herewww.ouh.nhs.uk.
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
• To raise safeguarding concerns if there is an issue with any call or email having followed the appropriate guidance by escalating to PAB Team Leaders
• To be mindful of the need to reduce the incidence of patient non-attendance within outpatient clinics
• To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
• To inform PAB Team Leaders of any inaccurate contact information for specialties within OUH to ensure accuracy of the PCC Telephone and Email address directory.
• To assist with the training of new team members
• Assist where appropriate with administrative work for other departments within OUH.
We are based at Unipart and work Monday- Friday. We do not work weekends or bank holidays. There is free parking on site with a restaurant area.
No uniform is required however smart casual is asked for clothing when working in the office.
Hybrid working is available once all training has been completed fully. All training will be onsite at Unipart.
This advert closes on Monday 16 Sep 2024
• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
• To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
• To assist with the training of new team members
• Assist where appropriate with administrative work for other departments within OUH.
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more herewww.ouh.nhs.uk.
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
• To raise safeguarding concerns if there is an issue with any call or email having followed the appropriate guidance by escalating to PAB Team Leaders
• To be mindful of the need to reduce the incidence of patient non-attendance within outpatient clinics
• To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
• To inform PAB Team Leaders of any inaccurate contact information for specialties within OUH to ensure accuracy of the PCC Telephone and Email address directory.
• To assist with the training of new team members
• Assist where appropriate with administrative work for other departments within OUH.
We are based at Unipart and work Monday- Friday. We do not work weekends or bank holidays. There is free parking on site with a restaurant area.
No uniform is required however smart casual is asked for clothing when working in the office.
Hybrid working is available once all training has been completed fully. All training will be onsite at Unipart.
This advert closes on Monday 16 Sep 2024
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