Skip to main content
Please wait, loading

Job summary

Main area
Clinical Support Services
Grade
NHS AfC: Band 2
Contract
Permanent
Hours
Part time - 25.5 hours per week
Job ref
358-6450077-CSI
Employer
University Hospitals of Leicester NHS Trust
Employer type
NHS
Site
Glenfield General Hospital
Town
Leicester
Salary
£22,383 pro-rota
Salary period
Yearly
Closing
09/08/2024 23:59

Employer heading

NHS

Booking Centre Operative

NHS AfC: Band 2

We are actively promoting flexible working options, helping you to manage a work / life balance

Job overview

At University Hospitals of Leicester, our Booking Centre Operatives are essential in shaping the beginning of our patient's journey.

We’re looking for someone with experience in patient service with strong communication skills, who is good with people, has an organized approach & a willingness to help – a friendly and professional approach is essential.

As part of our team, you’ll make sure every patient receives a great experience from the get go, creating a positive impression at every opportunity.
  • Answering all telephone calls in a prompt, clear and friendly manner
  • Transferring calls efficiently
  • Responding to patient enquiries
  • Ensuring patient details are captured accurately when booking appointments

Join our team and you’ll discover why at University Hospitals of Leicester, we pride ourselves on providing the foundation for exciting, long-term careers. We’ll continue to develop and expand your knowledge of Various Specialties to enable you to support with all patient enquiries, ensuring the highest levels of patient care are maintained.

If you have a passion for helping people, you have strong IT skills and an eye for detail, this may be the role for you.  Call Centre experience is an advantage

Main duties of the job

  • Answering all calls coming through the Booking Centre
  • Dealing with patient queries via email
  • Making outbound calls to assist and remind patients to ensure they attend their appointments
  • Make appointments for GP blood tests
  • Point of contact for various specialties in UHL
  • Cancelling appointments

Working for our organisation

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals: 

  • high-quality care for all, 
  • being a great place to work, 
  • partnerships for impact, and 
  • research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

  • we are compassionate,
  • we are proud, 
  • we are inclusive, and 
  • we are one team 

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/

Detailed job description and main responsibilities

To provide excellent patient care whilst answering telephones in a polite and courteous manner in line with departmental standards.

To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -

  • Validating patient demographic details and updating as necessary
  • Making, changing or cancelling outpatient appointments
  • Updating computerised records of patient information in line with departmental and hospital policies and procedures.
  • Understanding all information contained on the system to assist patients and staff with queries on the telephone
  • To ensure that the department email address is checked and action in order of priority in accordance with departmental standards.
  • To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
  • To have a working knowledge of booking rules specific to each clinic in line with national targets. To escalate any capacity issues to the capacity management team as necessary.
  • To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.
  • To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.
  • To continue striving to improve the service, making suggestions to the Team Leader as necessary.

To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.

To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.

To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.

To undertake any other duties in line with the grade as directed by the Team Leader.

Person specification

Trust Values

Essential criteria
  • Evidence knowledge or application of Trust Values

Qualifications

Essential criteria
  • GCSE or equivalent pass (higher level qualification count)
Desirable criteria
  • Additional IT/customer service qualifications

Experience

Essential criteria
  • Office Work Experience
  • Customer/Patient interaction experience
Desirable criteria
  • Call Centre Experience
  • NHS experience

Communication and Team Work

Essential criteria
  • Evidence of working in a team
  • Good communication skills both verbal and written

Analytical and Judgement Skills

Essential criteria
  • Good level of literacy evidenced in application
Desirable criteria
  • Knowlede of NHS booking rules/Targets/RTT

Planning and Organisation Skills

Essential criteria
  • Evidence of working independently and as a part of a team
  • Evidence of meeting deadlines and targets

Employer certification / accreditation badges

Apprenticeships logoCare quality commission - Goodhttps://www.gov.uk/government/publications/kickstart-scheme-employer-resources/kickstart-scheme-brand-guidelinesMindful employer.  Being positive about mental health.Disability confident committedHappy to Talk Flexible Working

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Amy Wood
Job title
Booking Centre Manager
Email address
[email protected]
Telephone number
0116 258 3515
Apply online nowAlert me to similar vacancies