Job summary
- Main area
- Contact Call Agent
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Part time - 20 hours per week
- Job ref
- 321-CORP-6221432-B3-PUB-2
- Employer
- Oxford University Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Level 3, Unipart House
- Town
- Oxford
- Salary
- £22,816 - £24,336 per annum pro rata
- Salary period
- Yearly
- Closing
- 01/08/2024 23:59
Employer heading
Contact Call Agent
NHS AfC: Band 3
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 of four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
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.
Many of our recruitment programmes use Value Based Interviewing to identify those who have the skills we seek, who share our values and who are able to deliver compassionate excellence from the outset. We know that this makes a significant difference to your job satisfaction and above all the outcomes and experience of our patients and their families. For more information about our Values and Value Based Interviewing please visit www.ouh.nhs.uk/about/vision-and-values
Job overview
- 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 DoS Matrix (for indirectly bookable referrals), 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, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
- 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
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 DoS Matrix (for indirectly bookable referrals), 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, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
- To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
- To assist with the training of new team members
- Assist where appropriate with administrative work for other departments within OUH.
Working for our organisation
We are based at Unipart and work Monday- Friday. We do not work weekends or bank holidays. There is free parking on site with a restaurant area.
No uniform is required however smart casual is asked for clothing when working in the office.
Hybrid working is available once all training has been completed fully. All training will be onsite at Unipart.
Detailed job description and main 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 DoS Matrix (for indirectly bookable referrals), 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, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
- 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
- To raise safeguarding concerns if there is an issue with any call or email having followed the appropriate guidance by escalating to PAB Team Leaders
- To be mindful of the need to reduce the incidence of patient non-attendance within outpatient clinics
- To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
- To inform PAB Team Leaders of any inaccurate contact information for specialties within OUH to ensure accuracy of the PCC Telephone and Email address directory.
- To assist with the training of new team members
- Assist where appropriate with administrative work for other departments within OUH.
Person specification
Customer Service Skills
Essential criteria
- Customer Service Skills
Employer certification / accreditation badges
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
Further details / informal visits contact
- Name
- Kate Eeles
- Job title
- Patient Contact Centre & 2WW Manager
- Email address
- [email protected]
- Telephone number
- 01865 231568
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