Customer Service Administrator

Job summary

We now have a vacancy for a full time, Band 3 Customer Service Administrator to work at Royton Health and Wellbeing Centre which is part of the Northern Care Alliance NHS Foundation Trust.

You will provide an excellent customer focus and an administrative service for patients and partners across the Oldham locality and provide a comprehensive referral, customer contact and booking management service for Community Health Services and ensure compliance with waiting time targets.

You will work in a Customer Service Call Centre providing cross-cover for other staff across the centre to ensure a consistent and effective administration service is maintained at all times.

Main duties of the job

• Ensure adherence to the Referral Booking & Management Centre standard Operating procedures at all times.
• Provide and receive routine and complex sensitive information requiring tact or persuasive skills, even where they maybe barriers to understanding.
• Exchange information with customers, provide information, and give advice, empathy and reassurance.
• Ensure that customer phone calls are answered in accordance with Organisational Policy.
• To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
• Review appropriateness of referrals and process referrals received in the service and ensure all are made available for clinical triage in a timely manner following set processes.
• Process requests for clinic changes, changes and cancellations.
• Create, maintain and make additions to waiting lists for clinical services following a set of processes.
• To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
• Be proficient in the use of electronic systems in relation to customer data and undertake new training as required if new technology/ systems are introduced to ensure competencies are maintained and efficiencies of the administrative processes are maximised.
• To cover a range of shifts patterns as required by the service and customers accessing the service, this may include both early and late shifts and weekends.

About us

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

Job responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading.

You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk

Person specification

Qualifications

Essential

• English/Maths GCE grade 4 or higher (comparable to GCSE grade C or higher) or NVQ Level 3 or equivalent level of knowledge and experience

Desirable

• ECDL or equivalent qualification

Skills

Essential

• Proven organisational skills and ability to prioritise workload and to multi-task with interruptions and changing priorities
• Good command and understanding of English, punctuation and grammar
• Good numerical skills
• Understanding of the data protection act
• Recognise equality and diversity and the importance of human rights with dignity and respect
• Act in accordance with legislation, policies and procedures

Desirable

• Ability to deal with non-routine and unpredictable nature of workload and individual patient contact

Experience

Essential

• Experience working and communicating with the general public
• Experience of using Microsoft Word and Microsoft Excel

Desirable

• Previous experience of working in a call centre
• Previous experience of working in a team liaising with multiple stakeholders
• Experience of using SystmOne, e-Referral Service, PTS (Patient Transport Service)
• Experience of successfully working within tight time frames and to deadlines
• Experience of using IM&T systems for data entry