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

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

Working for our organisation

Warrington and Halton Teaching Hospitals NHS Foundation Trust is a caring and compassionate organisation that is both ambitious and innovative. We are committed to delivering the best outcomes for our patients and providing a positive experience of our staff.  We aspire to be outstanding for our patients, our communities and our staff and are committed to being a great place to receive healthcare, work and learn.

Straddling the neighbouring boroughs of Warrington and Halton we are part of the Cheshire and Merseyside Integrated Care system.  Our hospitals are ideally situated to meet the growing healthcare needs of the 330,000 population of these boroughs.

Warrington Hospital is home to our emergency, critical care and maternity services, Halton Hospital is focused on elective procedures and the Runcorn Urgent Treatment Centre, although many services are offered at both sites and in community hubs.

A CQC-rated ‘good’ organisation with ‘outstanding’ features, we are working towards university hospital status, having achieved teaching hospital status in 2019.

Our workforce of nearly 5,000 across both sites comprises more than 50 nationalities. We strive to be an equal, diverse and inclusive employer, which is recognised as a pioneer in its equality, diversity and inclusion work. The Trust is proud to have achieved numerous external accreditations and is working towards achieving the Anti-Racist Organisation Framework, recognising the importance of anti-racism in all that we do.