Job summary
- Main area
- Admin & Clerical
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 362-A-24-6717408
- Employer
- Stockport NHS Foundation Trust
- Employer type
- NHS
- Site
- Kingsgate House
- Town
- Stockport
- Salary
- £24,071 - £25,674 pro rata per annum
- Salary period
- Yearly
- Closing
- 05/11/2024 23:59
Employer heading
Contact Centre Administrator
Band 3
Stockport NHS Foundation Trust
There are lots of good reasons to choose to come and work at Stockport NHS Foundation Trust. A dynamic integrated Trust with integrity and vision. Exactly the same qualities you’ll see in yourself. Stockport NHS Foundation Trust aims to be the organisation of choice for patients and an employer of choice for staff. In order to continually improve all aspects of our patient experience, we rely upon having a highly skilled, motivated, diverse, productive and patient focused workforce.
Stockport Foundation Trust is one of four ‘specialist’ hospital sites in Greater Manchester. Being a ‘specialist’ hospital will enhance our general surgery, anaesthetics, critical care and emergency medicine for the benefit of people in Stockport, High Peak, Cheshire and across Greater Manchester.
Our values ‘We Care, We Respect, We Listen’ are at the heart of everything we do, and come from our promise: ‘Making a difference every day.’ They drive the behaviour and actions for everyone in our organisation.
In your application for this post, please describe how your experience and skills align with 'Our values-based behaviours' ( see additional documentation) and provide examples.
Greater Manchester Continuous Service Commitment
As well as recognising previous NHS service, Stockport NHS Foundation Trust is a member of the Greater Manchester Continuous Service Commitment. If you are currently employed by Greater Manchester Local Authority, Combined Authority, GMFRS, TfGM as well as other public service organisations, Stockport NHS Foundation Trust will recognise your previous service for sickness and maternity/paternity/adoption entitlement and also for annual leave purposes (providing there has been no break in service). If you currently work for one of the above organisations and successfully apply for a post with Stockport NHS Foundation Trust, please ensure the Recruitment team are aware so that this service is reflected in your contract of employment.
Our Values:
We Care
About each other
Our patients and their families
The communities we serve
The environment
We support them and deliver on their promises
We Respect
Each other
Our patients and their families
Our partners
We are kind and helpful, and we expect the same in return
We Listen to
Each other
Our patients and their families
Our partners
We act and learn from what we hear
Job overview
PREVIOUS APPLICANTS NEED NOT APPLY
Contact Centre Administrator – BAND 3 (full and part time hours available)
We are currently looking for Contact Centre Administrator to assist in continuing to expand our already successful Single Point of Access Service based at Kingsgate House in Stockport.
We are recruiting for an Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
If you're looking for a fast-paced, varied role and enjoy a customer-care type position, this will be an exciting job for you.
You would work in our busy Contact Centre, using Electronic Patient Record Systems to book, cancel and answer patient appointment enquiries on the telephone as well as manage patient referrals received by other electronic means.
If you've got excellent communication and people-skills and enjoy working as part of a team, then this role will give you great job satisfaction.
Our Values are We Care, We Respect, We Listen and it is important that you understand and follow these values.
Main duties of the job
• Process referrals for Adult Community Services from all sources on the Electronic Patient Record via EMIS.
• Support Adult Community Services following referral process.
• Be the first point of contact for all telephone calls for Adult Community Services taking responsibility for resolving enquiry or forwarding to relevant department.
• Book Appointments for Adult Community Services in accordance with service process and decision trees.
• Telephone or write to patients to offer appointment dates and times in accordance with service process.
• Manage the Envoy reminder and hybrid letter service responses.
• Manage and monitor all patients waiting for an appointment on the service waiting list.
• Scan/upload documents to EMIS as required.
• Complete audit of scanned documents on a monthly basis and manage destruction in accordance with Standard Operating Procedure on a rota basis.
• Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other department in the Division for action.
• Input, monitor and manage patient information on various IT systems
• Liaise with referrers/ GP practices regarding incorrect patient information or referrals
• Office management to include identifying and implementing SMART administrative functions to ensure efficiency.
• Data in-putting on a regular basis.
Working for our organisation
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
• Between 27-33 days of annual leave plus bank holidays
• NHS pension scheme membership
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• NHS Staff discounts
• Cycle to work scheme
• Salary finance – for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union– for local financial advice
Detailed job description and main responsibilities
- Being the first point of contact for patients
- Booking appointments for our patients accessing the Community Adult Services
- Contacting patients– showing great telephone etiquette and customer care
- Build rapport with patients and peers
- Prioritising tasks – showing organisation and flexibility
- Quickly and efficiently manage incoming and outgoing calls and emails
- Input confidential information onto various I.T. systems
- Be familiar with a full range of clerical tasks and be able to undertake specific duties. Completing various administration tasks to a high standard on daily basis
- Ensuring appointment capacity is maximised
Person specification
Education & Qualifications
Essential criteria
- English & Maths, GCSE level 4 and above, O'Levels grade A-C, or equivalent qualifications or equivalent experience
Desirable criteria
- NVQ Level 3 or above in a relevant subject such as Customer Care, I.T or Business Administration
Knowledge
Essential criteria
- General knowledge of office procedures
- Strong verbal communication skills
- IT skills including Microsoft Outlook, Word and Excel
Desirable criteria
- Customer Service Training
- Working knowledge of call centre or outpatient booking procedures
- Knowledge of NHS environment
Experience
Essential criteria
- Extensive administrative experience
- Experience of telephone duties
Desirable criteria
- Experience of outpatient bookings and Electronic Patient Record Systems
Skills & Abilities
Essential criteria
- Keyboard skills
- Enthusiastic, confident approach to change, calm and reliable under pressure
- Work independently and as part of a team
- Ability to plan and prioritise workload and multi task
- Methodical, systematic approach to work and keen eye for detail
- Excellent verbal and written communication skills
- Excellent telephony skills
- Flexibility to cope with the changing needs of the job
- Excellent organisational skills
- Ability to work alone and make judgements
- Ability to use initiative
- Good level of spoken English
Work Related Circumstances
Essential criteria
- Flexible attitude and approach to work
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Nichola Ogden
- Job title
- Assistant Directorate Manager
- Email address
- [email protected]
- Telephone number
- 0161 204 4608
- Additional information
Emma Hutchison - [email protected]
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