About this role
Job summary
The Suspected Cancer Booking & Call Centre Agent will act as the first point of contact for Suspected Cancer services, booking the first appointments for patients following referral from GPs to the Suspected Cancer pathway as well as any Consultant Upgrades from clinicians within the Trust.
They will be responsible for delivering high standards of customer service to patients contacting the department with queries related to their appointments assuring that they use own initiative in sometimes complex situations to ensure that patients are booked in line with local and national targets.
We are looking for someone with a positive attitude to join our team on a Secondment/fixed term basis for 12 months.
The team are currently based at the St Albans Civic Centre and our contact centre is open between 08.30 and 16.45 Monday-Friday although we will be moving to extended hours in the near future where the opening hours will be extended to 08.00 - 18.00 Monday-Friday on a rota basis.
Full details will be discussed at interview.
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Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
Main duties of the job The main role of the Suspected Cancer team is to provide clerical and administrative support to nursing and medical teams in order to provide a high-quality referral service and meet national cancer targets. They are also responsible for delivering high standards of customer service to patients contacting the department with queries relating to their Suspected Cancer appointments. The main duties include but are not limited to: o Regular checking of all relevant lists on ERS and emails in the team inbox, to ensure all referrals are received and can be actioned in an accurate, timely manner. o Utilising ERS and Cerner to book the patient within national guidelines, and escalating capacity issues to the service where this is not possible. o Escalating any delays or inaction to the Patient Contact Coordinator, or secondly to the Suspected Cancer Booking & Call Centre Manager. o Regularly validate ERS worklists for designated specialties by validating, booking and closing patient's episodes and pathways where appropriate. o Completing DNA adjustments for patients who do not attend their appointments and escalating other reasons for adjustments to the Patient Contact Coordinator. o Updating and submitting at least twice-weekly feedback on ERS worklists to the Patient Contact Coordinator and Suspected Cancer Booking & Call Centre Manager.
About us With a new hospital planned for Watford, work underway to update theatres at St Albans City Hospital and plans for a neighbourhood healthcare centre in Hemel Hempstead, this is an exciting time to join us. We are building on the success of our award-winning virtual hospital and re-imagining models of care, working closely with partners and making the most of advances in digital healthcare. Staff wellbeing and development are a priority, as is the role of innovation in improving clinical care, outcomes and patient experience. Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others. We offer a variety of flexible working options as we recognise the importance of a good work life balance.www.westhertshospitals.nhs.uk/flexibleworking If you have a disability or long-term health condition and require support or guidance please [email protected] If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form. We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description Job responsibilities
Contribute as part of a team that provides a professional, efficient, and effective centralised Suspected Cancer booking service within National & local timeframes. Each booker will have an allocated specialty but will be expected to provide cover across all sites to ensure that referrals are processed in the agreed timeframe and according to agreed protocol.
Act as the first point of contact for Suspected Cancer services, providing a high level of administrative support, while projecting a positive and professional manner, always maintaining confidentiality.
Be line managed by the Patient Contact Coordinator and will liaise with the Cancer Services team and relevant specialties, to ensure the delivery of an efficient high quality Suspected Cancer booking service that meets the current waiting times guidelines.
Take part in training, supervision, and rotation in the Suspected Cancer booking process, and appropriately utilise the PAS system ensuring that activity and patient data is accurately captured and recorded.
Using initiative in sometimes complex situations to ensure that patients are booked in line with local and national targets.
Work as part of a multi-disciplinary team, supporting other team members to deliver targets and a patient focused booking service.
This post reports to the Patient Contact Coordinator and is accountable to the Suspected Cancer Booking and Call Centre Manager. The post holder will therefore have key working relationships with:
Patients, relatives and carers.
Specialty consultants and secretarial teams.
Other Outpatient departments, including the Health Records department and Clinic Requests and Build team.
Trust staff including Managers, Clinicians, Nursing and Administrative staff.
External Primary Care Services including GP and Dental Practices.
Person Specification
Education and qualifications Essential
Good level of general education
Desirable
ECDL Customer Service training. Communication training.
Knowledge Essential
Competent in the use of Microsoft Office. Understanding of Information Governance and Patient Confidentiality
Desirable
Working knowledge Patient Administration Systems (e.g. Cerner Millennium, Somerset Cancer Register). Knowledge of CWT Guidance
Experience Essential
Experience of working in a busy environment. Experience of working in an administrative role.
Desirable
Previous NHS admin experience. Previous cancer experience Previous call centre experience Previous experience of booking appointments. Experience of handling confidential 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 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).
Employer details Employer name West Hertfordshire Teaching Hospitals NHS Trust
Address St Albans City Hospital
St Albans
AL3 5PN
United Kingdom
Employer's website http://www.westhertshospitals.nhs.uk (Opens in a new tab)