Patient Contact Centre Agent

Job summary

PREVIOUS APPLICANTS NEED NOT APPLY

Can you communicate clearly and effectively? Do you enjoy working as part of a team that takes pride in managing a wide range of enquiries by telephone and email? If so, we would love to hear from you.

As a member of the team, you will support patients, their representatives and healthcare professionals with queries relating to appointments and attending one of our four hospital sites. Previous NHS experience would be an advantage, but it is not essential, as full training will be provided. Initially, the role will be office-based, with the possibility of hybrid working once you are fully trained.

We are based at Unipart and work Monday to Friday. There is no weekend or bank holiday working. Free parking is available on site, along with a restaurant area. No uniform is required; however, staff are expected to wear smart casual clothing when working in the office. Hybrid working is available once all training has been successfully completed. All training will be delivered on site at Unipart.

Main duties of the job

• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient's referral from GP Practices and to check patient demographics, and deal appropriately.
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding to ensure that all enquiries are completed according to departmental procedures and within set quality standards

About us

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.

We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

Job responsibilities

• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patients referral from GP Practices and to check patient demographics, and deal appropriately.
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding to ensure that all enquiries are completed according to departmental procedures and within set quality standards

Person specification

offline

Essential

• Maths & English GCSE/O levels
• Contact Centre/ Telephone Experience
• Knowledge & Skills of Word, Excel, Teams and Access

Desirable

• Good Communication Skills
• Experience of Team Working
• EPR/e-RS Knowledge