This call centre post sits in Patient Booking Services at Mersey and West Lancashire Teaching Hospitals NHS Trust, where outpatient bookings are co-ordinated for the Trust and external trusts. The core of the work is booking medical and surgical outpatient appointments, managing clinic lists and cancellations, and keeping patients within the 18-week referral target on PAS and NHS e-referral. What sets it apart is the call centre rotation, plus cover for colleagues on leave and sickness. Essential requirements include GCSE-level education and prior call centre experience.
What the job involves
- Enter tertiary referral letters onto PAS daily, attaching the correct 18-week pathway and referral codes
- Manage pending elective appointments and cancellations, liaising with consultants, managers and clinical staff
- Compile clinic status lists six weeks ahead and maintain clinic schedules on PAS
- Book outpatient appointments on PAS and NHS e-referral, offering patients a choice of date by phone or letter
- Maintain patient target lists and the 18-week RTT, including monthly validation
- Manage cancellations and DNAs, rebooking or removing appointments under the Trust Patient Access Policy
- Run the Netcall reminder and cancellation reports to backfill outpatient slots
- Order interpreters and equipment for clinics by email
- Request case notes and send documents to Health Records for scanning onto EDMS and filing
- Manage two-week rule referrals and upgrades in line with Department of Health guidelines
- Advise patients on their options, recording outcomes on PAS and handling aggrieved patients with empathy
- Cover colleagues during annual leave and sickness, and mentor and train staff
What’s required
Qualifications
- Educated to GCSE level or equivalent qualification or experience
- NVQ Level 2 in Business Administration, working towards Level 3 or equivalent knowledge
Experience
- Call centre experience
- Previous clerical experience
Skills & knowledge
- Excellent IT skills with Microsoft Office
- Word processing skills
- Excellent communication skills
- Accurate maintenance of computerised and manual systems
- Managing and prioritising own workload
- Working as part of a team
Other
- Self-motivated and able to work with limited supervision
- Using own initiative and responding to new challenges
- Alignment with Trust values: kind, open and inclusive
Nice to have
- Previous NHS experience
- Knowledge of medical terminology
- Experience of mentoring and training staff
- Excellent time management skills
- Excellent interpersonal skills
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Contact Details:
The Methodist Church in Britain Recruitment Team
