Job summary
When completing your supporting statement, please refer to the person spec, demonstrating in your application how you match all points, providing examples of experience, understanding and transferable skills.
The Healthcare Operations Department are looking to recruit an enthusiastic individual who possess excellent communication skills and can work effectively within a team. It is important that you have customer service skills and a professional telephone manner. You must have knowledge of general office systems and protocols in a customer related environment.
The post is 37.5 hrs per week, working Monday to Friday (with Saturdays on a rota basis). The Call Centre is open 08:00 to 18:00 Monday to Friday and 08:30 to 12:30 on Saturdays. The successful applicants will need to be able to work any variation of shifts during these hours.
It is necessary to be flexible and able to adapt quickly to change and altering work patterns.
Must be educated to GCSE level or equivalent / relevant experience and demonstrate keyboard skills. Please note candidates will be required to produce original certificates for qualifications at interview stage.It is important that you detail in your supporting statement how you meet the essential/desirable requirements given on the person specification.
Main duties of the job
As an Appointment Centre Clerk you will deal with telephone enquiries in accordance with the Trust's goals to offer a quality customer service from initial point of contact. You will provide a customer advice and information service by dealing with enquiries in a consistent, professional manner, processing and escalating calls as necessary to ensure that all service requests and enquiries are resolved and completed.
You will also use technical knowledge to ascertain suitable appointments for customers through the use of computerised appointment systems. This will require you to interpret / interrogate the telecoms management system to facilitate service delivery to clients / patients.
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
On-Call
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.
Job description
Job responsibilities
The main duties of this role are
- To work as a multi-functional integrated contact centre team, to provide an efficient and effective one stop service for all enquiries and act as an intermediary between customer and service areas.
- To receive enquiries by telephone, fax, internet and email to the contact centre, take appropriate action and record as required.
- To identify improvements to the provision of services to the public.
- To maintain personal and professional development to meet the changing demands of the job, participating in appropriate training activities when required.
- Book, change and cancel patient appointments were necessary via a number of communication routes including email, telephone and letter
- To apply Trust and National policies and procedures in order to achieve internal and external targets and deadlines
- To be responsible for the quality and redirect enquiries by utilising the knowledge and implementation of the booking methodology and waiting time targets
- Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards.
- Deal with the cancellation of clinics and rebooking of patients in accordance with instructions and guidelines
- To book appointments for patients attending outpatient clinics in accordance with booking rules
- Liaise with the clinical staff and secretaries regarding outpatient appointments
- Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved
- Develop good working relationships with key stakeholders.
- The post holder is responsible for promoting a positive image of the Trust service to customers, demonstrating a corporate commitment to patient care.
- Display a professional attitude at all times when dealing with the general public and colleagues alike whilst using effective communication skills to influence the outcome in issues causing concern.
- Develop effective communication systems to streamline administration processes by liaising directly with clinicians. Directorate managers and secretaries across clinical services.
Job description
Job responsibilities
The main duties of this role are
- To work as a multi-functional integrated contact centre team, to provide an efficient and effective one stop service for all enquiries and act as an intermediary between customer and service areas.
- To receive enquiries by telephone, fax, internet and email to the contact centre, take appropriate action and record as required.
- To identify improvements to the provision of services to the public.
- To maintain personal and professional development to meet the changing demands of the job, participating in appropriate training activities when required.
- Book, change and cancel patient appointments were necessary via a number of communication routes including email, telephone and letter
- To apply Trust and National policies and procedures in order to achieve internal and external targets and deadlines
- To be responsible for the quality and redirect enquiries by utilising the knowledge and implementation of the booking methodology and waiting time targets
- Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards.
- Deal with the cancellation of clinics and rebooking of patients in accordance with instructions and guidelines
- To book appointments for patients attending outpatient clinics in accordance with booking rules
- Liaise with the clinical staff and secretaries regarding outpatient appointments
- Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved
- Develop good working relationships with key stakeholders.
- The post holder is responsible for promoting a positive image of the Trust service to customers, demonstrating a corporate commitment to patient care.
- Display a professional attitude at all times when dealing with the general public and colleagues alike whilst using effective communication skills to influence the outcome in issues causing concern.
- Develop effective communication systems to streamline administration processes by liaising directly with clinicians. Directorate managers and secretaries across clinical services.
Person Specification
Qualifications
Essential
- Educated to GCSE (or equivalent) or demonstrate equivalent level of experience
Experience
Essential
- To be able to work with frequent interruptions in a busy environment
- To work efficiently to targets and deadlines
- Must work well as part of a team but also able to work on own initiative
- To be able to prioritise and manage workloads
Skills
Essential
- To have keyboard skills
- To demonstrate a good telephone manner
- To demonstrate excellent communication skills with all disciplines of staff
- Good organisational skills
- To be able to prioritise and manage workloads
- Ability to learn quickly and adapt to change in circumstances
Knowledge
Essential
- Knowledge of general office systems and protocols in a customer related environment
- Ability to follow guidelines and procedure
Additional
Essential
- Must be able to work flexibly and where appropriate cover annual leave or sickness
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
Person Specification
Qualifications
Essential
- Educated to GCSE (or equivalent) or demonstrate equivalent level of experience
Experience
Essential
- To be able to work with frequent interruptions in a busy environment
- To work efficiently to targets and deadlines
- Must work well as part of a team but also able to work on own initiative
- To be able to prioritise and manage workloads
Skills
Essential
- To have keyboard skills
- To demonstrate a good telephone manner
- To demonstrate excellent communication skills with all disciplines of staff
- Good organisational skills
- To be able to prioritise and manage workloads
- Ability to learn quickly and adapt to change in circumstances
Knowledge
Essential
- Knowledge of general office systems and protocols in a customer related environment
- Ability to follow guidelines and procedure
Additional
Essential
- Must be able to work flexibly and where appropriate cover annual leave or sickness
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
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.
