At a Glance
- Tasks: Book appointments and handle enquiries for patients on the Suspected Cancer pathway.
- Company: Join a dedicated healthcare team at St Albans Civic Centre.
- Benefits: Flexible working hours, professional training, and a supportive environment.
- Other info: Opportunity for career growth in a vital healthcare service.
- Why this job: Make a real difference in patients' lives while gaining valuable experience.
- Qualifications: Good general education and experience in administrative roles preferred.
The predicted salary is between 25674 - 28093 £ per year.
The Suspected Cancer Booking & Call Centre Agent is the first point of contact for patients referred to the Suspected Cancer pathway. The role involves booking appointments, handling enquiries, and ensuring patients are scheduled in line with local and national targets. The position is a fixed‑term secondment of 12 months based at the St Albans Civic Centre, with contact centre hours currently 08:30‑16:45 Monday‑Friday, moving to 08:00‑18:00 on a rota basis.
Main duties of the job:
- Regularly check ERS and the team inbox to ensure all referrals are received and actioned accurately and promptly.
- Use ERS and Cerner to book patients within national guidelines and raise capacity issues to the service when required.
- Escalate delays or inaction to the Patient Contact Coordinator and, secondarily, to the Suspected Cancer Booking & Call Centre Manager.
- Validate ERS worklists for designated specialties by booking, closing patient episodes and pathways as appropriate.
- Complete DNA adjustments for missed appointments and report other adjustment reasons to the Patient Contact Coordinator.
- Submit at least twice‑weekly feedback on ERS worklists to the Patient Contact Coordinator and the Booking & Call Centre Manager.
Detailed job description and main responsibilities:
- Provide a professional, efficient, and effective centralised Suspected Cancer booking service within national and local timeframes.
- Act as the first line of contact and provide high‑level administrative support while maintaining confidentiality.
- Be line‑managed by the Patient Contact Coordinator and liaise with the Cancer Services team and relevant specialties to deliver an efficient booking service.
- Participate in training, supervision, and rotation in the booking process, and accurately capture and record activity and patient data using the PAS system.
- Use initiative in complex situations to ensure bookings meet local and national targets.
- Support other team members to achieve targets and provide a patient‑focused booking service.
- Maintain key working relationships with patients, relatives, carers, specialty consultants, secretarial teams, other outpatient departments, the Health Records department, the Clinic Requests and Build team, Trust staff, and external primary care services.
Person specification:
Education and qualifications:
- Good level of general education.
- ECDL Customer Service training; Communication training.
Knowledge:
- Proficient in Microsoft Office.
- Understanding of Information Governance and Patient Confidentiality.
- Knowledge of CWT Guidance.
Experience:
- Experience working in a busy environment.
- Experience in an administrative role.
- Previous call centre experience.
- Previous experience booking appointments.
- Experience handling confidential information.
The postholder will have access to vulnerable people in the course of their normal duties; as such, this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and requires Disclosure to the Disclosure and Barring Service.
Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients employer: Westhertshospitals
As a Band 3 - Suspected Cancer Booking & Call Centre Agent at the St Albans Civic Centre, you will join a supportive and dynamic team dedicated to providing exceptional patient care. Our flexible working hours and commitment to employee development ensure that you can thrive both personally and professionally while making a meaningful impact in the lives of patients navigating their cancer journey. With a focus on collaboration and continuous improvement, we offer a rewarding work culture that values your contributions and fosters growth opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients
✨Tip Number 1
Get to know the role inside out! Familiarise yourself with the Suspected Cancer pathway and the specific duties of a Booking & Call Centre Agent. This way, when you get that interview, you can show off your knowledge and passion for the job.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for patients, being able to convey information clearly and empathetically is key. Try role-playing common scenarios with a friend to boost your confidence.
✨Tip Number 3
Network like a pro! Reach out to current or former employees in similar roles on LinkedIn. They can provide insider tips and might even give you a heads-up about the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team and making a difference in patient care.
We think you need these skills to ace Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experience align with the role of a Suspected Cancer Booking & Call Centre Agent. We want to see how you can contribute to our team, so don’t hold back on showcasing your relevant experience!
Showcase Your Communication Skills:Since this role involves being the first point of contact for patients, it’s crucial to demonstrate your communication skills in your written application. Use clear and concise language, and maybe even share an example of how you've effectively handled enquiries in the past.
Highlight Your Administrative Experience:We’re looking for someone with solid administrative skills, so be sure to mention any relevant experience you have. Whether it’s booking appointments or managing patient data, let us know how you’ve successfully navigated similar tasks before.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Westhertshospitals
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Suspected Cancer Booking & Call Centre Agent. Familiarise yourself with the booking systems like ERS and Cerner, and be ready to discuss how you would handle patient enquiries and appointment scheduling.
✨Showcase Your Communication Skills
As the first point of contact for patients, excellent communication is key. Prepare examples of how you've effectively communicated in previous roles, especially in busy environments. Think about how you can demonstrate your ability to maintain confidentiality while providing high-level administrative support.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills in complex situations. Think of scenarios where you had to use your initiative to meet targets or resolve issues. Practising these responses will help you feel more confident during the interview.
✨Understand Patient Confidentiality
Since you'll be handling sensitive information, brush up on your knowledge of Information Governance and Patient Confidentiality. Be prepared to discuss how you would ensure compliance with these guidelines in your day-to-day work.
