About this role
Job summary
To work within a lively inbound and outbound telephone contact centre, providing a professional patient referral and appointment booking service to patients, carers and health care professionals using electronic systems. Communicating related information and advice in accordance with Trust guideline, policies, and procedures.
Work in conjunction with colleagues, service users and stakeholders to provide an efficient clerical support service. To ensure positive promotion of University Hospitals Coventry and Warwickshire NHS Trust values and vision.
Please be advised that sponsorship is not eligible for this post.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
Be responsible for dealing with inbound and outbound calls from patients, carers, and health care professionals in a proficient manner. Dealing with routine enquiries, referrals and appointment booking taking appropriate action as necessary. To ensure the confidentiality of all client/patient records is always maintained. Act as first point of contact for complaints within the team, dealing with them accordingly, and in line with Trust policy, escalating as necessary. To undertake other routine departmental tasks, including photocopying, shredding, data entry, archiving and establishing and maintaining filing systems.
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description Job responsibilities
Communicate effectively and efficiently with a wide range of people in respect of sensitive and confidential information. Be responsible for checking the service inboxes on a rota basis and take appropriate actions. To maintain and update high standard manual and electronic filing system updating information according to Trust policies and procedures. To input all necessary data to the Trusts data collection systems, both manual and electronic.
For further details of the role please see the attached job description.
Person Specification
Qualifications Essential
oGCSE Pass C or above in English & Maths (or equivalent) oNVQ Level 2/3 in Customer service or willing to work towards or equivalent level of experience.
Experience Essential
oExperience of working in a contact centre oDealing with inbound / outbound telephone calls oExperience of booking systems oIT literate with Microsoft Office packages e.g., Word, Excel, and Outlook
Desirable
oNHS Experience
Knowledge Essential
oExcellent telephone manner oAbility to communicate clearly, both written and verbally oAccuracy - pays attention to detail. oAbility to work on own initiatives and also as an effective team member. oAbility to always remain calm and polite to service users. oGood organisational skills and ability to multitask. oUnderstand confidentiality and apply the principles in every day working practice.
Desirable
oExperience of using Trust IT systems
Commitment to Trust Values and Behaviours Essential
oMust be able to demonstrate behaviours consistent with the Trust's values. (As detailed in UHCW's Values in Action document below) oApplicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience
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.
Employer details Employer name University Hospitals Coventry and Warwickshire NHS Trust
Address Enterprise Centre
Puma Way
Coventry
CV1 2TT
United Kingdom
Employer's website https://www.jobsatuhcw.co.uk (Opens in a new tab)