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.
Responsibilities
- Provide a professional, compassionate and comprehensive service to patients.
- Use excellent attention to detail and previous customer service experience to liaise directly with patients to book outpatient appointments within specified time limits and to achieve local, regional and national access targets.
- Receive and make calls in a professional and courteous manner, taking action and providing information as appropriate.
- Answer calls within the agreed time frames to ensure patient and caller needs are met with regard to booking systems and general enquiries.
- Sensitively explain to patients when appointments have been cancelled or postponed, and ensure a new appointment is negotiated when appropriate.
- Deal sympathetically with distressed patients, including difficult conversations with potential cancer patients who may not be aware of their suspected condition.
- Handle patient complaints concerning appointment details or cancellations, referring exceptionally angry or distressed patients to the Call Centre Team Leader when necessary.
- Signpost patients to PALS and the Trust Complaints procedure when needed.
- Provide general non‑clinical advice regarding outpatient appointments to patients and their carers.
- Answer telephone enquiries, take and relay messages politely and helpfully, and take action as appropriate, including enquiries from patients and GP practices.
We value everyone’s contribution in supporting the exceptional, person‑centred care we pride ourselves on and are committed to creating a compassionate and inclusive environment. We encourage staff to thrive and support wellbeing across physical, emotional, spiritual and financial aspects.
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