As a Contact Handler, you’ll assist patients who may be anxious or uncertain, by providing clear, calm and professional guidance. You’ll be the reassuring presence that ensures that every patient feels heard and supported.
The post holder will handle telephone and email enquiries, processing outpatient appointment cancellations, rescheduling or adding patients back to the waiting list. It may also be necessary to raise escalated concerns with colleagues or discharge patients.
The Contact Handler is a vital role within Centralised Outpatient Services and an excellent opportunity for those wishing to build a career in the NHS.
Full-time or part-time (minimum 22.5 hours per week) will be considered. The Patient Contact Centre working hours are 08:00 to 17:00 Monday to Friday.
Our vision at NBT is that by enabling our teams to be the best they can be we will provide Exceptional Healthcare, Personally Delivered. This means that our patients recognise that we are exemplars of safe, harm-free care and that we give them the best possible health improvement.
As a major acute teaching hospital and centre of excellence in a number of fields we will do this through the dedication of you, our outstanding 8000 staff, and through a genuine partnership with our patients, the public and local partners. By doing this we will, as OneNBT, provide a place you are proud to work and an outstanding patient and carer experience.
Key Responsibilities
Communicate clearly and professionally via telephone and email, using excellent spoken and written English.
Respond to a high volume of patient enquiries (100+ calls/emails daily) with empathy and efficiency.
To be trained and become proficient in multiple Information Management & Technology (IM&T) systems. These include Microsoft Outlook; the Electronic Referral Service (ERS); and CareFlow Patient Administration System (PAS) / Electronic Patient Record (EPR).
Become familiar with outpatient administrative and clerical processes and procedures, able to deal with a broad range of outpatient queries.
Accurately log and update patient information to ensure records are current and complete.
What We’re Looking For
Strong communication skills and a confident, friendly approach.
Ability to multitask and remain composed in a fast-paced environment.
A commitment to delivering high-quality, patient-focused administrative support.
A proactive attitude and solid work ethic, where all interactions are recorded for quality and statistical purposes.
Please note the working conditions/effort indicated on the job description.
Previous applicants for this role will not be considered.
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