Job summary
Are you looking for a new challenge?
We are currently looking for motivated individuals to join the National Operations Service (NOS) as the National Operations Service, Call Centre Administrator for the Multi-Cancer Blood Test (MCBT) Programme.
The National Operations Service will support the NHSE MCED Blood Test Screening Pilot through the provision of 3 main operational functions:
- Demand Management Team
- Call Centre Team
- Clinical Team
The recruitment team will be in touch with applicants to advise if you have successfully been selected.
If you are successful at this stage, you will then be invited to take part in a face to face interview which will be held week commencing 15th April 2024. You will receive confirmation of your interview appointment date, time and location following shortlisting stage.
At the interview, if successful, you will also receive your conditional offer letter, and will be required to:
- Undertake an ID and Right to work check,
- Provide evidence of qualifications,
- Apply for a Standard DBS (or supply evidence of your DBS update service registration)
- Complete all necessary forms.
Please ensure you have all the required documentation with you. Details of what is required will be attached in the interview invite letter. Documentation for unsuccessful applicants will not be stored.
Main duties of the job
The National Operations Service Call Centre Administrator will support the senior management team in the delivery of the strategic priorities of the NHSE Multi-Cancer Blood Test Pilot Screening Programme by:
- To provide a telephone booking helpline for people invited for the Galleri test responding to high volumes of calls and communicating sympathetically and efficiently with individuals on the phone while inputting personal data onto the electronic system.
- To manage all booking and query calls for participants and the public in a timely way in line with the National Operations Service Key Performance Indicators (KPIs).
- To use the Galleri Test Management System (GTMS) and Galleri Pilot System (GPS) to manage and escalate calls to senior staff or clinical staff as appropriate.
- To report any GTMS or GPS systems related issues contributing to the improvement of these new systems.
- To use GTMS software for participant booking, cancellations, and rebooking.
- To carry out clinical history and accessibility checks as part of the booking process.
- To manage re-bookings based on the NHS-Galleri screening pilot requirements.
- To manage clinical cancellations and rebookings at short notice using a high level of initiative and responding in a confidential and sensitive way.
- To manage public queries about the screening pilot or the Galleri test by providing specialist non-clinical information.
About us
The NHS Long Term Plan has set out key ambitions for cancer diagnosis and care. This aims to ensure that an extra 55,000 people each year will survive their cancer for five years or more, and 75% of people with cancer will be diagnosed at an early stage. Increasingearlier-stage diagnosis rates, raises the likelihood of curative treatment and improves long-term survival. The plan aims to maximise the number of cancers identified through screening.
Should theNHS-Galleri Trial meet interim goals, to be assessed in spring 2024, the NHSE MCED Blood Test Screening Pilot will offer up to 1 million Galleri tests (which has been found to predict the tissue of origin of >50 types of cancer) to asymptomatic people from summer 2024 for two years. Participants who receive a 'Cancer Signal Detected' result will be referred to secondary care for diagnostic testing to confirm if cancer is present.
Job description
Job responsibilities
The National Operations Service Call Centre Administrator will be responsible for:
- Maintain and promote the professional image of the National Operations Service, Clinical Pathology Services and Gateshead Health NHS Trust.
- Provide non-clinical general advice on the Galleri programme and booking / rebooking of blood test appointments.
- Always maintain patient confidentiality in line with the Trust Information Management and Technology (IM&T) Information Security Policy.
- Be always sympathetic and calm and consider equality and diversity of others. Escalate any problems to Team Leader/Supervisor.
Job description
Job responsibilities
The National Operations Service Call Centre Administrator will be responsible for:
- Maintain and promote the professional image of the National Operations Service, Clinical Pathology Services and Gateshead Health NHS Trust.
- Provide non-clinical general advice on the Galleri programme and booking / rebooking of blood test appointments.
- Always maintain patient confidentiality in line with the Trust Information Management and Technology (IM&T) Information Security Policy.
- Be always sympathetic and calm and consider equality and diversity of others. Escalate any problems to Team Leader/Supervisor.
Person Specification
Qualifications
Essential
- NVQ Level 3 qualified or working towards or significant equivalent relevant experience in an administrative setting
- 4 GCSE's or equivalent including Maths and English Language
Knowledge
Essential
- Knowledge of computer packages: Word, Excel, Access, Outlook, Powerpoint
Skills
Essential
- Excellent communication skills, verbal and written. Providing and receiving information requiring tact or persuasive skills or barriers to understanding (barriers to communication, understanding including language).
- Interpersonal skills.
- Organisational skills.
- Ability to file correctly, numerically, and alphabetically and approach work systematically
- Ability to work effectively without direct supervision.
- oAbility to act independently, decisively and effectively within the team.
Experience
Essential
- Experience of using a computer to input and retrieve information. Dexterity, co-ordination & sensory skills for use of keyboard to input information / touch typists and advanced computer operator skills in logging call information accurately.
Desirable
- Patient Administration System (PAS) experience.
- Experience of working with the public.
- Experience of booking and appointment systems, NHS-Galleri GTMS and GPS systems
- Experience of working in a Call Centre
- Cancer-specific experience
Person Specification
Qualifications
Essential
- NVQ Level 3 qualified or working towards or significant equivalent relevant experience in an administrative setting
- 4 GCSE's or equivalent including Maths and English Language
Knowledge
Essential
- Knowledge of computer packages: Word, Excel, Access, Outlook, Powerpoint
Skills
Essential
- Excellent communication skills, verbal and written. Providing and receiving information requiring tact or persuasive skills or barriers to understanding (barriers to communication, understanding including language).
- Interpersonal skills.
- Organisational skills.
- Ability to file correctly, numerically, and alphabetically and approach work systematically
- Ability to work effectively without direct supervision.
- oAbility to act independently, decisively and effectively within the team.
Experience
Essential
- Experience of using a computer to input and retrieve information. Dexterity, co-ordination & sensory skills for use of keyboard to input information / touch typists and advanced computer operator skills in logging call information accurately.
Desirable
- Patient Administration System (PAS) experience.
- Experience of working with the public.
- Experience of booking and appointment systems, NHS-Galleri GTMS and GPS systems
- Experience of working in a Call Centre
- Cancer-specific experience
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.
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.
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).
