At a Glance
- Tasks: Be the first point of contact for patients and manage appointment bookings efficiently.
- Company: Join a dedicated healthcare team focused on patient care and support.
- Benefits: Flexible working hours, professional training, and a supportive work environment.
- Other info: Opportunity for career growth in a dynamic healthcare setting.
- Why this job: Make a real difference in patients' lives while developing valuable skills.
- Qualifications: Good general education and experience in administrative or call centre roles.
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 in St Albans employer: Westhertshospitals
Join our dedicated team at the St Albans Civic Centre, where we prioritise patient care and support a collaborative work environment. As a Band 3 Suspected Cancer Booking & Call Centre Agent, you'll benefit from flexible working hours, comprehensive training, and opportunities for professional growth while making a meaningful impact in the lives of patients. Our commitment to employee well-being and development makes us an exceptional employer in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients in St Albans
✨Tip Number 1
Network like a pro! Reach out to people in the healthcare sector, especially those who work in call centres or booking roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for the interview by practising common questions related to patient confidentiality and handling enquiries. We recommend role-playing with a friend to boost your confidence and get comfortable with the answers.
✨Tip Number 3
Showcase your skills! Bring examples of how you've handled busy environments or complex situations in previous roles. This will demonstrate your ability to thrive in a fast-paced call centre setting.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients in St Albans
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences 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 confidential information, 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, so go ahead and get that application in!
How to prepare for a job interview at Westhertshospitals
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Suspected Cancer Booking & Call Centre Agent. Familiarise yourself with the booking processes, national guidelines, and the importance of patient confidentiality. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role involves being the first point of contact for patients, it's crucial to demonstrate your customer service experience. Prepare examples from your past roles where you've handled enquiries or resolved issues effectively. Highlight your ability to maintain professionalism under pressure, as this will resonate well with the interviewers.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex situations. Think about how you would manage delays in bookings or how you'd escalate issues. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the workplace culture aligns with your values.
