Outpatient Clinic Receptionist/Call Centre Clerk

Job summary

We are looking for Call Centre/Receptionists to join our busy Outpatients Team.

The role on offer is:-

Full time post, Monday to Friday 08:30 - 17:00 with a 1 hour break.

We would like to hear from people who enjoy interacting with the public and are passionate about delivering customer service to a high standard in a busy environment both face to face in a clinic setting or over the telephone in the call-centre.

To provide a courteous reception service to patients and clinicians in line with office procedures or manage all calls presented to the Outpatient Appointment line relating to outpatient appointments

We offer a full training programme and potential further career progression.

Main duties of the job

To provide a prompt and professional call-centre or clinic reception service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function.

To manage the booking of designated follow up clinics and ensure that these are booked efficiently and that any booking issues are raised immediately with medical staff to ensure patient care is not compromised.

To manage all calls presented to the Outpatient Appointment line relating to outpatient appointments including Choose and Book dealing with all issues that arise and agreeing a suitable outcome ensuring both systems iPM and Choose and Book are updated to ensure quality data, ensuring that new patients are offered patient choice and seen within clinical priority guidelines and national waiting times standards.

About us

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Our values

We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity and creating a culture that values differences.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.

Job responsibilities

Please read the full Job Description and Person Specification attached before applying for this role.

Person specification

Qualifications/Training

Essential

• At least 3 GCSEs - or similar qualification or experience
• Customer service experience

Experience

Essential

• Must have clerical experience
• Call centre/reception experience

Desirable

• NHS experience, Choose and Book experience

Knowledge

Essential

• Understanding of the need of confidentiality awareness at all times
• Must be computer literate and familiar with Microsoft packages

Desirable

• Have knowledge evidence of iPM and / or other hospital systems