Contact Centre Booking Clerk

Job overview

The Contact Centre Operator is expected to work as part of the Outpatient Appointment Booking Team Administering appointment requests in line with Trust Policies and Procedures, the successful candidate will be responsible for handling calls relating to appointments for Warrington and Halton Hospital Trust. They will be responsible for booking, cancelling and re-booking appointments as required, answering general patient enquiries and initiating telephone contact with patients and other professionals when required. You will also be responsible for dealing with verbal complaints from patients and ensuring the correct escalation process is followed. Making sure all administrative duties are carried out to a high standard.

Main duties of the job

• To be responsible for answering incoming calls for all of Warrington and Halton Teaching Hospitals NHS Foundation Trust Outpatients department
• To be responsible for initiating telephone contact with patients to discuss appointment dates and times
• Scheduling and confirming appointments and rescheduling appointments when needed
• Answering general patient queries relating to their outpatient appointment
• To ensure all outpatient referrals are processed effectively following agreed processes in place in order to ensure patient access targets are met
• To liaise with GP practices when required regarding referrals
• Ensure enquiries from patients, internal and external agencies are dealt with efficiently and appropriately
• Ensure patient demographic data is updated as necessary
• Ensure patient documentation is filed in line with Health Records Policy and patient records are filed in accordance with departmental policies
• Communicate with patients and relatives on a range of matters relating to their Outpatient appointments
• Act as a direct contact for verbal complaints from patients and hospital staff, ensuring appropriate escalation if required
• To carry out any administrative duties relating to referral letters when call volumes are low
• Identify any development and training needs required
• Responsible for attending mandatory training sessions

Detailed job description and main responsibilities

The Contact Centre Booking Clerk is expected to work as part of the Outpatient Appointment booking team, administering appointments in line with Trust policies and procedures.

FULL JOB DESCRIPTION ATTACHED