Booking Centre Operative

Job description

Job summary

X2 Full Time Positions at 37.5 Hours

X1 Part Time Position at 20 Hours

X1 Part Time Position at 15 Hours

At University Hospitals of Leicester, our Booking Centre Operatives are essential in shaping the beginning of our patient's journey.

We're looking for someone with experience in patient or customer service, with strong communication skills, an organised approach & willingness to help, who will bring a positive dynamic to our team.
As part of our team, you'll make sure every patient receives a great experience from the get go, creating a positive impression at every opportunity.

• Answering all telephone calls in a prompt, clear and friendly manner
• Transferring calls efficiently
• Responding to patient enquiries
• Ensuring patient details are captured accurately when booking appointments

Join our team and you'll discover why at University Hospitals of Leicester, we pride ourselves on providing the foundation for exciting, long-term careers. We'll continue to develop and expand your knowledge of Various Specialties to enable you to support with all customer enquiries, ensuring the highest levels of patient care are maintained.

If you have a passion for helping people, strong IT skills and an eye for detail, this may be the role for you. Call centre experience is an advantage.

Main duties of the job

• Answering all patient incoming calls to the Booking Centre.
• Dealing with patient written queries via Accurx.
• Making outbound calls to support patients to attend their appointments.
• Make appointments for GP blood tests.
• Point of contact for various specialties in UHL.
• Cancelling and rebooking appointments.

About us

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals:

• high-quality care for all,
• being a great place to work,
• partnerships for impact, and
• research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

• we are compassionate,
• we are proud,
• we are inclusive, and
• we are one team

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

https://www.uhleicester.nhs.uk

Job description

Job responsibilities

To provide excellentpatient care whilst answering telephones in a polite and courteous manner in line with departmental standards.

To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -

• Validating patient demographic details and updating as necessary
• Making, changing or cancelling outpatient appointments
• Updating computerised records of patient information in line with departmental and hospital policies and procedures.
• Understanding all information contained on the system to assist patients and staff with queries on the telephone
• To ensure that the department's Accurx inbox is checked and actioned in order of priority in accordance with departmental standards.
• To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
• To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.
• To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.
• To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.
• To continue striving to improve the service, making suggestions to the Team Leader as necessary.

To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.

To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.

To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.

To undertake any other duties in line with the grade as directed by the Team Leader.

Job description
Job responsibilities

To provide excellentpatient care whilst answering telephones in a polite and courteous manner in line with departmental standards.

To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -

• Validating patient demographic details and updating as necessary
• Making, changing or cancelling outpatient appointments
• Updating computerised records of patient information in line with departmental and hospital policies and procedures.
• Understanding all information contained on the system to assist patients and staff with queries on the telephone
• To ensure that the department's Accurx inbox is checked and actioned in order of priority in accordance with departmental standards.
• To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
• To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.
• To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.
• To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.
• To continue striving to improve the service, making suggestions to the Team Leader as necessary.

To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.

To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.

To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.

To undertake any other duties in line with the grade as directed by the Team Leader.

Person Specification

Commitment to Trust Values and Behaviours

Essential

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Training & Qualifications

Essential

• GCSE or equivalent English Language & Math Accurate Keyboard Skills

Desirable

• RSA II or equivalent word processing NVQ (Customer Based) Level 2

Experience

Essential

• Approximately 2 years in a busy office environment, including telephone answering duties

Desirable

• NHS experience of booking hospital appointments. Working knowledge of hospital systems. Call Centre/Switchboard

Communication and relationship skills

Essential

• Excellent telephone manner & communication skills Initiative, diplomacy, negotiating
• Ability to prioritise and organise workload Team work

Analytical & Judgement skills

Essential

• Good level of literacy Numeracy evidenced in application

Desirable

• NHS booking guidelines and referral to treatment polic

Planning & Organisation skills

Essential

• To be able undertake tasks within deadlines and targets

Skills

Essential

• Able to work independently as well as part of a team

Other requirements specific to the role

Essential

• Confidentiality
• Flexibility

Equality, Diversity and Inclusion

Essential

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs
• All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

Person Specification
Commitment to Trust Values and Behaviours

Essential

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Training & Qualifications

Essential

• GCSE or equivalent English Language & Math Accurate Keyboard Skills

Desirable

• RSA II or equivalent word processing NVQ (Customer Based) Level 2

Experience

Essential

• Approximately 2 years in a busy office environment, including telephone answering duties

Desirable

• NHS experience of booking hospital appointments. Working knowledge of hospital systems. Call Centre/Switchboard

Communication and relationship skills

Essential

• Excellent telephone manner & communication skills Initiative, diplomacy, negotiating
• Ability to prioritise and organise workload Team work

Analytical & Judgement skills

Essential

• Good level of literacy Numeracy evidenced in application

Desirable

• NHS booking guidelines and referral to treatment polic

Planning & Organisation skills

Essential

• To be able undertake tasks within deadlines and targets

Skills

Essential

• Able to work independently as well as part of a team

Other requirements specific to the role

Essential

• Confidentiality
• Flexibility

Equality, Diversity and Inclusion

Essential

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs
• All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

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.
Certificate of Sponsorship

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 .

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. .

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.
Certificate of Sponsorship

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 .

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. .

Employer details

Employer name

University Hospitals of Leicester NHS Trust
Address

The Laurels Bungalow

Glenfield Hospital

Leicester

LE3 9QP

United Kingdom

Employer's website