To deliver an effective call centre and booking management service supporting patients and patient carers through the patient pathway for a range of clinical services
The post holder will be required to undertake a range of tasks working in a busy, fast-paced environment. Tasks include accurate data input, booking outpatient appointments, booking interpreters, the use of electronic call handling systems, the use of processes and procedures relating to Patient Access and Booking processes and involvement in service improvement projects on an ad hoc basis.
The post holder is required to ensure that all duties are carried out to a high professional standard whilst delivering a friendly, patient-centred service.
- To communicate with a wide range of patients, carers, GPs, clinicians, work colleagues, on a daily basis, by verbal, written or electronic.
- To provide an efficient appointment booking service to patients/carers within the relevant timescale, recording Information onto the electronic system.
- To ensure all telephone enquiries are handled politely and sympathetically in a professional timely manner.
- Liaise with clinical teams/Medical secretaries, for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision.
- Downloading and scanning of referrals.
- Escalate capacity constraints to Team leader.
- Retrieval of daily emails, ensuring appropriate redirection.
- To support patients concerns, escalating to the appropriate team as required to support in the resolution of any query.
- Register all patient demographic details, accurately and in a timely manner on all electronic systems.
- Book interpreters for patient appointments where required.
- Daily management of own workload, seeking any other administrative duties when necessary.
- Meet Trust requirements for mandatory training and participate in the annual appraisal process to fully carry out their duties, or identify training in their Personal Development Plan.
Birmingham Children's Hospital is a UK leading specialist paediatric centre with an international reputation in several areas.
Birmingham Women's Hospital is one of two dedicated women's hospitals in the UK, with the busiest single site maternity unit, delivering more than 8,200 babies a year offering a full range of gynaecological, maternity and neonatal care.
Forward Thinking Birmingham (FTB) Mental Health Services are a unique, innovative community and inpatient mental health partnership. Alongside partners FTB offers care pathways of mental health assessment and treatment for young people aged 0-25 years old.
Our Trust is committed to creating the best place to work. We believe in promoting and enhancing inclusion, diversity and equality and encourage applications from all areas of the community, who meet the criteria for the role, regardless of age, gender identity, disability, race, religion or sexual orientation.
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Women’s and Children’s NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.