Contact Centre Administrator inStockport inStockport PUBLISHED
TUE 22 OCT 2024
Stockport NHS Foundation Trust rEuvsziL
The Contact Centre Administrator will utilize Electronic Patient Record Systems to process referrals, manage waiting lists, and conduct audits of scanned documents. The role requires a proactive approach to enhance service efficiency and a focus on building rapport with patients. Candidates should be capable of managing multiple tasks, inputting confidential information accurately, and continuously optimizing appointment scheduling to maximize service capacity.
PREVIOUS APPLICANTS NEED NOT APPLY
Contact Centre Administrator - BAND 3 (full and part time hours available)
We are currently looking for Contact Centre Administrator to assist in continuing to expand our already successful Single Point of Access Service based at Kingsgate House in Stockport.
We are recruiting for an Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
If you're looking for a fast-paced, varied role and enjoy a customer-care type position, this will be an exciting job for you.
You would work in our busy Contact Centre, using Electronic Patient Record Systems to book, cancel and answer patient appointment enquiries on the telephone as well as manage patient referrals received by other electronic means.
If you've got excellent communication and people-skills and enjoy working as part of a team, then this role will give you great job satisfaction.
Our Values are We Care, We Respect, We Listen and it is important that you understand and follow these values.
o Process referrals for Adult Community Services from all sources on the Electronic Patient Record via EMIS.o Support Adult Community Services following referral process.o Be the first point of contact for all telephone calls for Adult Community Services taking responsibility for resolving enquiry or forwarding to relevant department.o Book Appointments for Adult Community Services in accordance with service process and decision trees.o Telephone or write to patients to offer appointment dates and times in accordance with service process.o Manage the Envoy reminder and hybrid letter service responses.o Manage and monitor all patients waiting for an appointment on the service waiting list.o Scan/upload documents to EMIS as required.o Complete audit of scanned documents on a monthly basis and manage destruction in accordance with Standard Operating Procedure on a rota basis.o Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other department in the Division for action.o Input, monitor and manage patient information on various IT systemso Liaise with referrers/ GP practices regarding incorrect patient information or referralso Office management to include identifying and implementing SMART administrative functions to ensure efficiency.o Data in-putting on a regular basis.
About us
- Being the first point of contact for patients
- Booking appointments for our patients accessing the Community Adult Services
- Contacting patients showing great telephone etiquette and customer care
- Build rapport with patients and peers
- Prioritising tasks showing organisation and flexibility
- Quickly and efficiently manage incoming and outgoing calls and emails
- Input confidential information onto various I.T. systems
- Be familiar with a full range of clerical tasks and be able to undertake specific duties. Completing various administration tasks to a high standard on daily basis
- Ensuring appointment capacity is maximised
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