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 Watford 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 will benefit from flexible working hours, comprehensive training, and opportunities for professional growth within the healthcare sector. Our commitment to employee well-being and development makes us an excellent employer for those seeking meaningful and rewarding careers in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients in Watford
✨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles. They can give us the inside scoop on what it’s really like and might even refer us directly, which is a massive plus.
✨Tip Number 2
Prepare for the interview by practising common questions related to booking and call centre roles. We should also think about how we can demonstrate our customer service skills and ability to handle confidential information.
✨Tip Number 3
Showcase our organisational skills! During the interview, we can mention specific examples of how we've managed busy environments or handled multiple tasks efficiently. This will highlight our suitability for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, we can keep track of our application status easily.
We think you need these skills to ace Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients in Watford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Suspected Cancer Booking & Call Centre Agent role. Highlight your relevant experience in administrative roles and any call centre work you've done, as this will show us you're a great fit for the position.
Showcase Your Skills:We want to see your proficiency in Microsoft Office and your understanding of patient confidentiality. Mention any specific training or certifications you have, like ECDL or customer service training, to give us a clearer picture of your capabilities.
Be Professional and Personable:Since you'll be the first point of contact for patients, it's important to convey your ability to provide a professional and efficient service. Use a friendly tone in your application to reflect your communication skills and ability to handle enquiries effectively.
Apply Through Our Website:Don't forget to submit your application through our website! This ensures that we receive all your details correctly and helps us keep track of your application. Plus, it’s super easy to do!
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.
