Imperial College Healthcare NHS Trust

Pathology Service Desk Analyst

Information:

This job is now closed

Job summary

North West London Pathology (NWLP) is a new partnership between Imperial College Healthcare NHS Trust, Chelsea & Westminster NHS Trust and The Hillingdon Hospitals NHS Trust. The partnership represents a new model for delivering pathology testing in a modern, efficient operation that manages 25 million tests per year. Our services are delivered at six hospital sites across North West London.

We are now offering a fantastic opportunity to join our friendly and dedicated Call Centre team at Charing Cross Hospital. The Pathology Department Call Centre handles calls from GPs, Internal and external clients who require Pathology Results or clinical information. The Call Centre is also responsible for the distribution of Pathology consumables and reports. This busy service has a set of Key performance indicators which are continuously monitored and regularly demonstrate a good service. The Call Centre is part of Pathology Business Services; Pathology Business Services actively encourages Lean working and continuous Service Improvement.

The successful applicant will have either experience of working in a similar environment or basic knowledge of Pathology IT systems. They will be willing to learn new techniques and have experience of working with IT or telecommunications systems.

We are committed to your personal and professional development and you will have opportunities to fulfil your potential with NWLP.

We look forward to hearing from you.

Main duties of the job

  • Provision of an efficient telephone and enquiry service for pathology result and pathology IT.
  • Handle a large volume of inbound and outbound calls in a timely manner.
  • Responding to user queries and complaints in an efficient and professional manner.
  • Escalating user issues with management when the need arises.
  • Identify customer needs, research issues, resolve complaints, and provide solutions.
  • Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with relevant teams

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Details

Date posted

01 November 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£29,485 to £31,088 a year pa inclusive

Contract

Permanent

Working pattern

Full-time

Reference number

290-NWLP-244

Job locations

Charing Cross Hospital

London

W6 8RF


Job description

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Job description

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person Specification

EDUCATION

Essential

  • English Language & Mathematics GCE / GCSE

SKILLS/ ABILITIES

Essential

  • Typing speed of 30 wpm
  • Good organisational skills
  • Polite and courteous manner
  • Punctual

Desirable

  • Ability to motivate others

EXPERIENCE

Essential

  • Experience of working as a telephonist/receptionist/ customer service representative
  • Experience of working in a healthcare environment
  • Experience of filing systems and general clerical duties

Desirable

  • 6 months experience in an administrative role
Person Specification

EDUCATION

Essential

  • English Language & Mathematics GCE / GCSE

SKILLS/ ABILITIES

Essential

  • Typing speed of 30 wpm
  • Good organisational skills
  • Polite and courteous manner
  • Punctual

Desirable

  • Ability to motivate others

EXPERIENCE

Essential

  • Experience of working as a telephonist/receptionist/ customer service representative
  • Experience of working in a healthcare environment
  • Experience of filing systems and general clerical duties

Desirable

  • 6 months experience in an administrative role

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Imperial College Healthcare NHS Trust

Address

Charing Cross Hospital

London

W6 8RF


Employer's website

https://www.imperial.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Imperial College Healthcare NHS Trust

Address

Charing Cross Hospital

London

W6 8RF


Employer's website

https://www.imperial.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Supervisor

Mohamed Ali

Mohamed.ali11@nhs.net

Details

Date posted

01 November 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£29,485 to £31,088 a year pa inclusive

Contract

Permanent

Working pattern

Full-time

Reference number

290-NWLP-244

Job locations

Charing Cross Hospital

London

W6 8RF


Supporting documents

Privacy notice

Imperial College Healthcare NHS Trust's privacy notice (opens in a new tab)