Job Description
Job overview The post-holder must be able to communicate sensitively and effectively with a wide range of people including patients, medical and nursing staff and administration colleagues throughout the Trust together with outside agencies.The post holder will assist patients over the phone in regards to their OPD appointments and to book community blood test slots.The post-holder will assist in the organisation of the Departmental team’s workload and provide a comprehensive clerical service to ensure the delivery of a coordinated and consistent operational management service.This role is fixed term 7 month role with potential to extend. working pattern will be 4 days a week 7.5 hours shift. Main duties of the job Responsible for answering external and internal patient enquiries on phone within agreed performance, quality and other service level agreements. Provides a flexible service to all patients with emphasis on patient satisfaction.Providing help and guidance to patient, tailoring conversations to the patient’ needs with the assistance required to book/ amend community blood tests and hospital appointments. Ensuring that the patient is at the heart of everything that you do.Good verbal, oral and written communication skills.Takes an active part in monthly meetings with managers and other team members.Working as per departmental SOP’s, agreed performance KPI’s, accuracy targets and standards, complying with all regulatory requirements such as data protection, customer security and understanding and supporting vulnerable patients.Working on relevant computer system applications, ensuring that the patients enquiries are handled appropriately and resolved fully or to the best of your ability.Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales.Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of Trust.Adheres to the data protection act and works in accordance with quality standards. Working for our organisation North Mid is part of North Central London integrated care system – consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS’s, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George’s University Grenada, and for nursing and midwifery students from Middlesex and City Universities.Take a tour of our hospital Detailed job description and main responsibilities Responsible for answering external and internal patient enquiries using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all patients with emphasis on patient satisfaction.Ability to work well as part of a team and be open-minded towards the ideas and views of others. Fully contribute to building team spirit and aiding others to succeed.Providing help and guidance to patient, tailoring conversations to the patient’ needs with the assistance required to book/ amend community blood tests and hospital appointments. Ensuring that the patient is at the heart of everything that you do.Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilst maintaining a strong customer service emphasis.Takes an active part in monthly meetings with managers and other team members, working collaboratively to identify improvement areas and recommending their own actions for development.Working as per departmental SOP’s, agreed performance KPI’s, accuracy targets and standards, complying with all regulatory requirements such as data protection, customer security and understanding and supporting vulnerable patients.Working on relevant computer system applications, accurately inputting, updating and amending patient information according to set procedures to ensure that the patients enquiries are handled appropriately and resolved fully or to the best of your ability.Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales.The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by the workforce management System, or dependant on business need work a fixed working pattern or rotation.Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of North Middlesex University Hospital NHS Trust.Adheres to the data protection act and works in accordance with quality standards.Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits of Diversity.When in contact with colleagues, patients, customers, contractors and visitors, ensure that they are treated with dignity and respect. Person specification Qualifications & Education Essential criteria Educated vocational level 3 or equivalent. Leadership qualities.Extensive administrative experience. Dealing effectively and sympathetically with difficult situation Providing customer focus service Desirable criteria Working for NHS, call centre or patient care related servicesLeadership skills and ability to be able to manager team and handle difficult situations and staff issues.Leadership skills and ability to be able to manager team and handle difficult situations and staff issues. Ability to manage workload and meet deadlines. Good communication skills. (face to face and telephone) We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.You will only be contacted by the Recruitment Team via email if you are shortlisted for this post. Please ensure therefore that you check your e-mail account regularly.Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers – North London Partners Shared Service, (NLPSS) who conduct recruitment activities on behalf of NMUH.If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit NMUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of NMUH will have their original documents verified using this technology.By applying for this post you are agreeing to NMUH transferring the information contained in this application to its preferred applicant management system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Record (ESR) system and other secure, internal NHS workforce systems.By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we want you to complete your e-learning modules prior to joining our organisation.If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK.If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the