Job summary
PREVIOUS APPLICANTS NEED NOT APPLY
Contact Centre Administrator - BAND 3 (full and part time hours available)
We are currently looking for Contact Centre Administrator to assist in continuing to expand our already successful Single Point of Access Service based at Kingsgate House in Stockport.
We are recruiting for an Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
If you're looking for a fast-paced, varied role and enjoy a customer-care type position, this will be an exciting job for you.
You would work in our busy Contact Centre, using Electronic Patient Record Systems to book, cancel and answer patient appointment enquiries on the telephone as well as manage patient referrals received by other electronic means.
If you've got excellent communication and people-skills and enjoy working as part of a team, then this role will give you great job satisfaction.
Our Values are We Care, We Respect, We Listen and it is important that you understand and follow these values.
Main duties of the job
o Process referrals for Adult Community Services from all sources on the Electronic Patient Record via EMIS.o Support Adult Community Services following referral process.o Be the first point of contact for all telephone calls for Adult Community Services taking responsibility for resolving enquiry or forwarding to relevant department.o Book Appointments for Adult Community Services in accordance with service process and decision trees.o Telephone or write to patients to offer appointment dates and times in accordance with service process.o Manage the Envoy reminder and hybrid letter service responses.o Manage and monitor all patients waiting for an appointment on the service waiting list.o Scan/upload documents to EMIS as required.o Complete audit of scanned documents on a monthly basis and manage destruction in accordance with Standard Operating Procedure on a rota basis.o Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other department in the Division for action.o Input, monitor and manage patient information on various IT systemso Liaise with referrers/ GP practices regarding incorrect patient information or referralso Office management to include identifying and implementing SMART administrative functions to ensure efficiency.o Data in-putting on a regular basis.
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
o Between 27-33 days of annual leave plus bank holidays
o NHS pension scheme membership
o Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
o NHS Staff discounts
o Cycle to work scheme
oSalary finance - for loans, savings, budget planning and tips on managing debt
o Stockport Credit Union- for local financial advice
Job description
Job responsibilities
- Being the first point of contact for patients
- Booking appointments for our patients accessing the Community Adult Services
- Contacting patients showing great telephone etiquette and customer care
- Build rapport with patients and peers
- Prioritising tasks showing organisation and flexibility
- Quickly and efficiently manage incoming and outgoing calls and emails
- Input confidential information onto various I.T. systems
- Be familiar with a full range of clerical tasks and be able to undertake specific duties. Completing various administration tasks to a high standard on daily basis
- Ensuring appointment capacity is maximised
Job description
Job responsibilities
- Being the first point of contact for patients
- Booking appointments for our patients accessing the Community Adult Services
- Contacting patients showing great telephone etiquette and customer care
- Build rapport with patients and peers
- Prioritising tasks showing organisation and flexibility
- Quickly and efficiently manage incoming and outgoing calls and emails
- Input confidential information onto various I.T. systems
- Be familiar with a full range of clerical tasks and be able to undertake specific duties. Completing various administration tasks to a high standard on daily basis
- Ensuring appointment capacity is maximised
Person Specification
Education & Qualifications
Essential
- English & Maths, GCSE level 4 and above, O'Levels grade A-C, or equivalent qualifications or equivalent experience
Desirable
- NVQ Level 3 or above in a relevant subject such as Customer Care, I.T or Business Administration
Knowledge
Essential
- General knowledge of office procedures
- Strong verbal communication skills
- IT skills including Microsoft Outlook, Word and Excel
Desirable
- Customer Service Training
- Working knowledge of call centre or outpatient booking procedures
- Knowledge of NHS environment
Experience
Essential
- Extensive administrative experience
- Experience of telephone duties
Desirable
- Experience of outpatient bookings and Electronic Patient Record Systems
Skills & Abilities
Essential
- Keyboard skills
- Enthusiastic, confident approach to change, calm and reliable under pressure
- Work independently and as part of a team
- Ability to plan and prioritise workload and multi task
- Methodical, systematic approach to work and keen eye for detail
- Excellent verbal and written communication skills
- Excellent telephony skills
- Flexibility to cope with the changing needs of the job
- Excellent organisational skills
- Ability to work alone and make judgements
- Ability to use initiative
- Good level of spoken English
Work Related Circumstances
Essential
- Flexible attitude and approach to work
Person Specification
Education & Qualifications
Essential
- English & Maths, GCSE level 4 and above, O'Levels grade A-C, or equivalent qualifications or equivalent experience
Desirable
- NVQ Level 3 or above in a relevant subject such as Customer Care, I.T or Business Administration
Knowledge
Essential
- General knowledge of office procedures
- Strong verbal communication skills
- IT skills including Microsoft Outlook, Word and Excel
Desirable
- Customer Service Training
- Working knowledge of call centre or outpatient booking procedures
- Knowledge of NHS environment
Experience
Essential
- Extensive administrative experience
- Experience of telephone duties
Desirable
- Experience of outpatient bookings and Electronic Patient Record Systems
Skills & Abilities
Essential
- Keyboard skills
- Enthusiastic, confident approach to change, calm and reliable under pressure
- Work independently and as part of a team
- Ability to plan and prioritise workload and multi task
- Methodical, systematic approach to work and keen eye for detail
- Excellent verbal and written communication skills
- Excellent telephony skills
- Flexibility to cope with the changing needs of the job
- Excellent organisational skills
- Ability to work alone and make judgements
- Ability to use initiative
- Good level of spoken English
Work Related Circumstances
Essential
- Flexible attitude and approach to work
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).
