Outpatient Call Centre Clerk Level 3 Apprenticeship

Job summary

To provide a prompt and professional contact centre service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function.

To provide a courteous reception service to patients in line with office procedures, contributing to the overall efficient and effective running of Clinical Administration Units. To work closely with directorate CAU teams to ensure that any issues are resolved efficiently and effectively to maintain the level of service to patients.

To manage and triage all income calls presented to the Clinical Administration Units, resolving queries where possible and directing enquiries to the relevant area of the trust.

Main duties of the job

To work as a team member and to provide a telephone contact point for incoming calls to the CAU.

To log into a call centre telephone and receive all calls allocated via the routing system.

To answer all calls in a polite, friendly and professional manner dealing with all calls promptly in line with operational policies and procedure

Resolve Outpatient appointment queries or amendment requests for all types of patients i.e. New, follow up and post - operative or direct enquiries to the appropriate point of contact.

Contribute to the effectiveness of teams. Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new members of staff. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, and annual leave of other health advisors. Work flexibly across sites as required by the service.

Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/callers to the most appropriate care/service using the Directory of Services where appropriate, guided by Pathways. This includes making judgements around what may or may not be significant changes in a patient's condition. This may involve recognition and appropriate response to emergency situations.

To provide any other appropriate support to the effective and efficient conduct of administrative duties in the Outpatient department as required.

About us

Maidstone and Tunbridge Wells NHS Trust is a large acute hospital Trust in the county of Kent.

The Trust provides a full range of general hospital services and some areas of specialist complex care to around 500,000 people living in the south part of West Kent and the north part of East Sussex.

The Trust's core catchment areas are Maidstone and Tunbridge Wells and their surrounding boroughs. We work from two main clinical sites: Maidstone Hospital and Tunbridge Wells Hospital at Pembury. Tunbridge Wells Hospital opened in 2011 and provides single rooms with en-suites for all in-patients - the first of its kind in the country.

We employ over 6,500 full and part-time staff in a huge range of clinical and non-clinical roles across both of our hospital sites.