Opportunity to contribute to patient care by ensuring timely outpatient appointments and high-quality service.
Supportive and friendly work environment within the Outpatient Booking Team.
Develop strong interpersonal and customer service skills through direct interaction with patients and their families.
Gain valuable experience in healthcare administration and learn to navigate the NHS booking systems.
Ability to make a positive impact on patients' experiences, especially in sensitive situations.
Use and enhance organisational skills by managing multiple bookings and administrative tasks effectively.
Flexible working conditions that may accommodate various schedules and personal commitments.
The Royal United Hospitals Bath NHS Foundation Trust is seeking an Outpatient Bookings Call Handler to join their friendly Outpatient Booking Team. This role requires excellent customer service, interpersonal, and organisational skills as you will be responsible for booking and rescheduling a variety of outpatient appointments, as well as performing administrative tasks to ensure a high-quality patient experience. The ideal candidate should be flexible, adaptable, and able to work under pressure, while providing a professional and compassionate service to patients.
Key responsibilities include answering and making calls in a courteous manner, addressing patient inquiries, handling appointment cancellations sensitively, and assisting distressed patients with empathy. The role also involves managing patient complaints, providing general non-clinical advice, and ensuring that appointments are managed within specified time limits to meet access targets. Attention to detail and previous experience in customer service are beneficial for success in this position.
Key responsibilities include answering and making calls in a courteous manner, addressing patient inquiries, handling appointment cancellations sensitively, and assisting distressed patients with empathy. The role also involves managing patient complaints, providing general non-clinical advice, and ensuring that appointments are managed within specified time limits to meet access targets. Attention to detail and previous experience in customer service are beneficial for success in this position.
Opportunity to contribute to patient care by ensuring timely outpatient appointments and high-quality service.
Supportive and friendly work environment within the Outpatient Booking Team.
Develop strong interpersonal and customer service skills through direct interaction with patients and their families.
Gain valuable experience in healthcare administration and learn to navigate the NHS booking systems.
Ability to make a positive impact on patients' experiences, especially in sensitive situations.
Use and enhance organisational skills by managing multiple bookings and administrative tasks effectively.
Flexible working conditions that may accommodate various schedules and personal commitments.
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.
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Here are 5 questions you could be
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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?
2. 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?
4. 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?
1. 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?
3. 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?
5. What techniques do you use to ensure that you communicate clearly and professionally with callers?
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