Interview for Outpatient Bookings Call Handler - Discover Great Care Jobs and Jobs In Care Today

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Practice Interview

Outpatient Bookings Call Handler • Bath
Royal United Hospitals Bath NHS Foundation Trust

Thank you for your interest in the position of Outpatient Bookings Call Handler in Bath with Royal United Hospitals Bath NHS Foundation Trust.

This is a video practice interview and we use your computer's webcam & microphone device's camera phone's camera to record your answers.

We record your answers one at a time. The whole thing should take you less than five minutes.

Interview Progress What to expect Continue below

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First, we'll enable your camera & microphone and then ask you to record a short introduction about yourself, about 30 seconds long, to make sure your camera is working ok.

Then, we'll ask you to answer one or more questions of your choice from the list below:

1. Can you tell us a bit about yourself and why you’re interested in this position with Royal United Hospitals Bath? Can you tell us a bit about yourself and why you’re interested in this position with Royal United Hospitals Bath?

2. What do you know about the outpatient booking services and the role of a call handler within the NHS? What do you know about the outpatient booking services and the role of a call handler within the NHS?

3. Describe a time when you provided excellent customer service. What did you do, and what was the outcome? Describe a time when you provided excellent customer service. What did you do, and what was the outcome?

4. How would you handle a situation where a patient is upset about a cancellation of their appointment? How would you handle a situation where a patient is upset about a cancellation of their appointment?

5. What techniques do you use to ensure that you communicate clearly and professionally with callers? What techniques do you use to ensure that you communicate clearly and professionally with callers?

6. You might encounter patients who are distressed or anxious, especially when discussing sensitive information. How would you approach such a conversation? You might encounter patients who are distressed or anxious, especially when discussing sensitive information. How would you approach such a conversation?

7. Can you provide an example of how you dealt with a particularly difficult customer or a challenging interaction? What did you learn from that experience? Can you provide an example of how you dealt with a particularly difficult customer or a challenging interaction? What did you learn from that experience?

8. This role requires excellent attention to detail. How do you ensure that you maintain accuracy while managing multiple phone calls and booking requests? This role requires excellent attention to detail. How do you ensure that you maintain accuracy while managing multiple phone calls and booking requests?

9. How do you prioritise your tasks when faced with a high volume of calls and appointments to manage? How do you prioritise your tasks when faced with a high volume of calls and appointments to manage?

10. Can you describe a time when you worked effectively as part of a team? What role did you play, and what was the result? Can you describe a time when you worked effectively as part of a team? What role did you play, and what was the result?

11. How do you adapt to changes in procedures or protocols, especially in a fast-paced environment? How do you adapt to changes in procedures or protocols, especially in a fast-paced environment?

12. What experience do you have with booking systems or similar software, and how comfortable are you with learning new digital tools? What experience do you have with booking systems or similar software, and how comfortable are you with learning new digital tools?

13. How important do you think it is to document patient interactions accurately, and what processes do you follow to ensure this? How important do you think it is to document patient interactions accurately, and what processes do you follow to ensure this?

14. What does providing a "professional, compassionate and comprehensive service" mean to you in the context of this role? What does providing a "professional, compassionate and comprehensive service" mean to you in the context of this role?

15. How would you ensure that the needs of vulnerable patients are met, particularly those who may require additional support? How would you ensure that the needs of vulnerable patients are met, particularly those who may require additional support?

16. Imagine a scenario where you receive a call from a patient who is angry about a long wait time for their appointment. How would you address their concerns? Imagine a scenario where you receive a call from a patient who is angry about a long wait time for their appointment. How would you address their concerns?

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1. Can you tell us a bit about yourself and why you’re interested in this position with Royal United Hospitals Bath?

quemZvXn General Questions

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Interview Summary
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Role: Outpatient Bookings Call Handler in Bath

Interviewed on Thursday 10 April 2025 at 15:46.

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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nOutpatient Bookings Call Handler with Royal United Hospitals Bath NHS Foundation Trust in Bath\n\n An exciting opportunity has arisen to join our friendly Outpatient Booking Team at the Royal United Hospital in Bath. If you have great customer service, excellent interpersonal and organisational skills - this could be the role for you! You will work within the Trust's Outpatient Booking Centre, providing essential support in relation to outpatient booking services. You will be part of the team, booking and rescheduling a whole range of outpatient appointments, as well as other administrative tasks that are needed to ensure patients experience high-quality care at the first stage of their pathway. We are looking for an individual who can be flexible, adaptable and able to work well under pressure. You will work alongside other members of the Call Handling Team and other colleagues within the department. We are looking for someone who can provide a professional, compassionate and comprehensive service to our patients. Excellent attention to detail and previous customer service experience would be beneficial as you will beliaising directly with patients to book outpatient appointments within specified time limits to ensure all local, regional and national outpatient access targets are achieved. MAIN DUTIES AND RESPONSIBILITIES: To receive and make calls, in a professional and courteous manner, taking action and providing information as appropriate. To answer calls within the agreed time frames To ensure that patients/caller needs are met with regard to booking systems and/or general enquiries To sensitively explain to patients when their appointment has been cancelled or postponed and ensure a new appointment is negotiated when appropriate. To deal sympathetically with distressed patients, including difficult conversations with potential cancer patients who may not be aware of their suspected condition To deal with patient complaints concerning outpatient appointment details/cancellations referring exceptionally angry/distressed patients to the Call Centre Team Leader when necessary Signpost patients to PALS and the Trust Complaints procedure when necessary To provide general non-clinical advice regarding outpatient appointments to patients and their carers Answer telephone enquiries, taking and relaying messages in a polite and helpful manner, taking action as appropriate. This will include enquiries from patient's and GP's. About us Please find attached to the vacancy a detailed person specification and job description for further information about this role. "}