Contact Centre Coordinator - Outpatients

Job summary

We are recruiting for a Contact Centre Coordinator for Outpatients who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

The Outpatient clerical department are looking to recruit an enthusiastic and organised individual to join the Outpatient management team to support us with driving our outpatient utilisation and Front of House performance.

The successful candidate will need to have gained previous experience of staff management as the post holder will play a key supportive role in the review of administrative processes and service developments, liaising with staff across three hospital sites and providing ongoing staff training and support.

This is a challenging and exciting role which will require a high standard of operational, performance and staff management skills. As the role is very customer-focused, excellent communications skills, time management, leadership and team working are essential along with a sound knowledge of RTT pathways.

This is an excellent career development opportunity for a self-motivated and enthusiastic individual who wishes to pursue a management career in the NHS in a supportive and progressive environment.

Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and in your role with us.

Main duties of the job

Manage the administration of referrals and appointments via internal pathways and the national Electronic Referral System to ensure patients are booked in accordance with National waiting times.

Day to day management of outpatient clerical staff across three Trust sites, including training, appraisals and sickness management in line with Trust policies, to ensure an effective and efficient service is provided. This includes reorganising resource in response to changing priorities, deploying staff as necessary to meet operational requirements.

Support senior management in the delivery of key access standards.

Line management of Supervisory staff with daily liaison to ensure maximum utilisation of capacity in accordance with the agreed speciality, consultant and clinic protocols, meeting with the staff to review Patient Tracking Lists, setting priorities and ensuring that the management of these is in line with Access Policy.

About us

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

o The Lister Hospital, Stevenage

o New Queen Elizabeth II (New QEII), Welwyn Garden City

o Hertford County, Hertford

o Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Employer details

Employer name

East and North Hertfordshire Teaching NHS Trust

Address

Lister Hospital

Coreys Mill Lane

Stevenage

SG14AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

East and North Hertfordshire Teaching NHS Trust

Address

Lister Hospital

Coreys Mill Lane

Stevenage

SG14AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

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