About this role
Job summary
This vacancy is only open at this stage to internal employees of the following organisations within the Staffordshire and Stoke-on-Trent Integrated Care System:
Midlands Partnership University NHS Foundation Trust North Staffordshire Combined Healthcare NHS Trust University Hospitals of North Midlands NHS Trust, inclusive of Black Country Procurement Group and North Midlands and Cheshire Pathology Service. Staffordshire and Stoke-on-Trent Integrated Care Board
The post holder will be required to handle a large number of incoming calls from patients. You will be the main point of contact for booking appointments and handling queries for Therapy Services within the South Division.
You need to have the ability to follow processes and procedures, have a high level of ability to organise and manage your own time, keeping to schedules and deadlines and be able to work well as part of a dynamic team.
Members of the team will receive training on all IT systems.
Main duties of the job
The job involves handling a large number of incoming calls from patients, carers, members of the public and Health/Social Care staff.
To provide administrative support in the booking centre using the electronic booking system. Adhering to policies and procedures, maintaining strict confidentiality regarding all information concerning patients and staff at all times in accordance with Caldicott Guidance and Data Protection Act 1998.
To communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties.
To work as part of a team and also individually to provide high quality booking services and provide cover when needed during times of staff absence or annual leave.
To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.
To appoint, cancel and rearrange appointments as required using the RiO booking system.
About us
Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.
We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.
We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.
We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.
Please note, we may be required to close this vacancy early if we receive a high volume of applications
Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.
Job description Job responsibilities
This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn
To communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties as a result of old age, hearing loss, pain, fear and language or learning difficulties. Information has to be communicated using relevant speed, accuracy, tact, understanding and confidentiality.
To work as part of a team and also individually to provide high quality booking services and provide cover when needed during times of staff absence or annual leave.
To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.
To appoint, cancel and rearrange appointments as required using the RiO booking system.
To answer telephone enquiries from members of the public and other healthcare departments / professionals.
To work process letters as appropriate in relation to booking.
To provide support and advice, maintain channels of communication and links with clinical and other staff within the department.
To manage the day to day running of clinics ensuring they are used to capacity.
The role is varied and requires confidentiality, initiative, flexibility and capacity of handling peaks in the work programme and an ability to relate to a wide range of individuals on behalf of the MPFT.
Recording accurate, confidential and sensitive patient information.
Person Specification
Qualifications Essential
Good Standard of Education
Desirable
RSA11, Business Administration NVQ level 2 or equivalent Rio Training
Experience Essential
Previous experience of office and Administration procedures Previous experience of working in an extremely busy office
Desirable
Previous experience of working in a call Centre or busy office
SKILLS, KNOWLEDGE & ABILITIES Essential
Experience of Microsoft Office Standard Computing / Keyboard skills Good customer service skills. Ability to prioritise own work in an organised and accurate manner to meet deadlines. Demonstrate an understanding of confidentiality issues regarding patients, staff and sensitive Trust matters Ability to multi-task. To demonstrably be able to use information technology and a wide variety of computer programmes on a daily basis.
Desirable
Ability to work on own initiative without direct supervision
PERSONAL ATTRIBUTES Essential
Excellent Communications Skills Ability to work to deadlines and prioritise work Able to work within a team and use own initiative Training and Development: Demonstrate a willingness to undertake further training, identification of own development and training needs. Attitude: Display a positive, professional, enthusiastic and helpful approach to meeting the requirements of the post and dealing with requests and queries from internal and external sources.
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 Midlands Partnership NHS Foundation Trust
Address Heath Hayes Health Centre
Gorsemoor Road
Heath Hayes
WS12 3TG
United Kingdom
Employer's website https://www.mpft.nhs.uk (Opens in a new tab)