Band 3 - Contact Centre Agent, Outpatients SACH | West Hertfordshire Teaching Hospitals NHS Trust
| Posting date: | 07 May 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,883 - £26,958 pro rata inc. HCA |
| Hours: | Full time |
| Closing date: | 06 June 2025 |
| Location: | St Albans, AL1 3JE |
| Company: | West Hertfordshire Hospitals NHS Trust |
| Job type: | Permanent |
| Job reference: | 7194798/360-E-10019-A |
Summary
To act as first point of contact for patients accessing the services of the Outpatient department thorough the mediums of phone, email, or webchat.
Responding to the queries, concerns and questions from patients regarding Outpatient appointments for Outpatient department supported Services at West Herts Teaching Hospitals Trust.
Handling inbound and outbound calls to and from patients in a timely manner, listening to and addressing patients’ needs and providing helpful solutions to their queries and requests.
Actioning requests to cancel or reschedule appointments received via email or webchats from patients and Trust colleagues.
This is a 6 months fixed term/secondment.
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Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
To support the team in providing a high level of administrative support, whilst projecting a professional, helpful manner always ensuring complete confidentiality.
This post will be responsible for ensuring that all correspondence received via the Contact Centre is actioned appropriately, that appointments are booked efficiently, and that any booking issues are raised immediately with the Contact Centre Supervisor and Manager, Medical staff where appropriate, and specialty managers to ensure patient care is not compromised.
With good communication and interpersonal skills, you will have experience of communicating with a wide range of people on all levels, specifically via non face to face mediums.
You will be able to work on your own initiative, prioritising your workload and always paying attention to detail whilst working under pressure and to tight deadlines.
You will be a good team player with a flexible approach to work, pleasant personality, a positive outlook and the ability to take direction well. Previous customer service experience is desirable but not essential.
With a new hospital planned for Watford and work underway to update theatres at St Albans City Hospital, this is an exciting time to join us.
We are building on the success of our award-winning virtual hospital and re-imagining models of care, working ever more closely with partners and making the most of advances in digital healthcare.
Staff wellbeing and development are a priority at our Trust, as is the role of innovation in improving clinical care, outcomes and patient experience.
Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others.
We offer a variety of flexible working options as we recognise the importance of a good work life balance.
www.westhertshospitals.nhs.uk/flexibleworking
If you have a disability or long-term health condition and should you require support or guidance please contactwestherts.recruitment@nhs.net
If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form.
We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.
If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
The main role of the Outpatient Contact Centre Agent is to manage inbound correspondence from patients and Trust colleagues for queries and actions relating to Outpatient appointments for Outpatient department supported services. Using the mediums of phone, webchat and email, to manage the booking of New and Follow Up appointments, ensuring that these are booked efficiently as per requests received, and in line with national and local timeframes and targets to ensure patient care is not compromised.
To positively affect the patient experience by providing smooth day to day operation of the Outpatient Contact Centre, facilitating a patient focused, responsive, empathetic and robust contact service to patients.
To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPI’s for the service
This advert closes on Wednesday 21 May 2025