Outpatient Scheduling Assistant

South Tyneside and Sunderland NHS Foundation Trust

The closing date is 01 April 2025

Job summary

We have an exciting opportunity for a customer / patient-focused individual to join our fantastic Contact Centre team within the Outpatient Appointments Service Department.

You will be the first point of contact for patients, GP and Dental staff, resolving or transferring on queries for the Outpatient Appointments Service.

The Posts are for part-time, totalling 16 hours per week, over four days, Monday to Thursday, 3.00pm to 7.00pm (please note, unfortunately there is no flexibility with regards to the days or times of shifts due to the business needs of the Service). This role is a great opportunity to demonstrate skills in communication and customer service, providing support and professional development within a friendly team.

The ideal candidate will have previous experience in a Contact Centre / Telephonist setting, but full training will be provided.

Please note the Trust are not able to offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. Applicants are requested to consider this when making their application. Please visitGov.UKfor further information

Main duties of the job

As a member of the Outpatient Appointments Contact Centre Team your primary role will be to answer incoming calls, resolve queries from patients, General and Dental Practice, and STSFT staff in a friendly, courteous and professional manner. Dealing with appointment and referral queries, helping the wider Outpatient Appointments team with scheduling tasks, incl. booking and rescheduling of appointments.

You will be very customer / patient-focused providing a high standard of customer care and complete confidentiality of patient information at all times whilst dealing with enquiries from patients about their appointment. This involves use of the Trust's Patient Administration System: Meditech and national e-Referrals service electronic booking systems full training is provided on all.

The Department deals with high volumes of phone enquiries from patients regarding outpatient attendances and also deals with calls externally and internally e.g. GP practices, medical secretaries and clinical staff. An opportunity to gain admin, clerical and customer service skills and experience working within a busy office.

It is essential you have excellent communication and organisational skills.

Must have minimum GCSE C/4 Grade (or equivalent) in English Language and excellent keyboard skills. You will also be adaptable to different tasks and have flexible approach.

Knowledge of email and other Microsoft packages is essential. Knowledge of Meditech and e-Referrals systems is desirable.

About us

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One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.

We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for STSFT. We also provide access to high quality education, training, career progression and support. Flexible working is supported via the Trust's Flexible Working Policy.

The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements. The Trust will not accept applications which are found to be AI generated.