Apprentice Outpatients Call Handler
| Posting date: | 08 December 2025 |
|---|---|
| Salary: | £24,465.00 per year |
| Additional salary information: | £24465.00 a year |
| Hours: | Full time |
| Closing date: | 21 December 2025 |
| Location: | Bristol, BS10 5NB |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9339-25-0935 |
Summary
For a full overview of the role and the knowledge/ skills required, please refer to the Job Description document attached as an additional document to this advert - Act as the first point of contact for patients telephoning the Contact Centre confidently and to deal with queries via the telephone.- To assist the referral team and booking team in administrative tasks as required by the team leaders.- Answer general hospital queries and appointment queries as appropriate.- Respond to and resolve patient queries where appropriate and in line with departmental guidelines.- Assist in supporting new members of the team.- Handle personal and confidential patient related information in a sensitive manner.- Receive and accurately pass on information to relevant personnel/teams. - Maintain and update accurate patient details on hospital computer systems.- Record the relevant Referral to Treatment (RTT) status as appropriate Book patient transport in line with the relevant procedure.- Adhere to appropriate booking rules when rescheduling and cancelling appointments.- Generate appointment letters as and when required.- Effectively manage and respond to patient communications via the Outpatients email box.- Work as part of a team processing diagnostic, tertiary, and non-consultant led referrals, ensuring these are processed in a timely manner.- Take part in team meetings and play a role in service redesign.- Ensure that compliments and complaints are escalated to the Team Leader or Performance and Operations Manager.- Manage patient appointments/cancellations under supervision from Team Leader.- Maintain good working relationships with other hospital staff.- Adhere to Trust and departmental policies, procedures and guidelines.- Participate in annual appraisal reviews.- Co-operate fully in the introduction of new technology and methods of working.- Demonstrate tasks to new and current staff as required.- Undertake other duties commensurate with the role and grade.