Job summary

Main area

Surgery

Grade

NHS AfC: Band 2

Contract

Permanent

Hours

Full time
Part time
Flexible working

37.5 hours per week (Hours to be discussed at interview)

Job ref

302-25-7072472S

Employer: Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust
Employer type: NHS
Site: Leigh Infirmary
Town: Leigh
Salary: £24,169 per annum, pro rata
Salary period: Yearly
Closing: 30/04/2025 08:00

Appointment Centre Operator

NHS AfC: Band 2

Choose Well - Choose WWL

Detailed job description and main responsibilities

The main duties of this role are

To work as a multi-functional integrated contact centre team, to provide an efficient and effective ‘one stop service’ for all enquiries and act as an intermediary between customer and service areas.
To receive enquiries by telephone, fax, internet and email to the contact centre, take appropriate action and record as required.
To identify improvements to the provision of services to the public.
To maintain personal and professional development to meet the changing demands of the job, participating in appropriate training activities when required.
Book, change and cancel patient appointments were necessary via a number of communication routes including email, telephone and letter
To apply Trust and National policies and procedures in order to achieve internal and external targets and deadlines
To be responsible for the quality and redirect enquiries by utilising the knowledge and implementation of the ‘booking methodology’ and ‘waiting time’ targets
Produce and send all patient correspondence and information relating to booking in accordance with procedures and data quality standards.
Deal with the cancellation of clinics and rebooking of patients in accordance with instructions and guidelines
To book appointments for patients attending outpatient clinics in accordance with booking rules
Liaise with the clinical staff and secretaries regarding outpatient appointments
Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved
Develop good working relationships with key stakeholders.
The post holder is responsible for promoting a positive image of the Trust service to customers, demonstrating a corporate commitment to patient care.
Display a professional attitude at all times when dealing with the general public and colleagues alike whilst using effective communication skills to influence the outcome in issues causing concern.
Develop effective communication systems to streamline administration processes by liaising directly with clinicians. Directorate managers and secretaries across clinical services.

Person specification

Qualifications

Essential criteria

Educated to GCSE (or equivalent) or demonstrate equivalent level of experience

Experience

Essential criteria

To be able to work with frequent interruptions in a busy environment
To work efficiently to targets and deadlines
Must work well as part of a team but also able to work on own initiative
To be able to prioritise and manage workloads

Skills

Essential criteria

To have keyboard skills
To demonstrate a good telephone manner
To demonstrate excellent communication skills with all disciplines of staff
Good organisational skills
To be able to prioritise and manage workloads
Ability to learn quickly and adapt to change in circumstances

Knowledge

Essential criteria

Knowledge of general office systems and protocols in a customer related environment
Ability to follow guidelines and procedure

Additional

Essential criteria

Must be able to work flexibly and where appropriate cover annual leave or sickness
Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation

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Recruitment Information for Candidates

Our Trust prefers candidates to submit applications online. Please contact the Recruitment Team on 01942 244000 if you have difficulty applying online.

The Trust reserves the right to close adverts earlier than the stated closing date if there is a high volume of applications.

We endeavour to inform all applicants of the outcome of their application by email or SMS text message.

Guidance on Completing Your Application

Applications are scored against the person specification, therefore we recommend that you use the supporting information section of your application form to demonstrate how you meet the essential and desirable criteria for the role, providing illustrative examples where possible.

On-Call

Please note that some roles may require you to participate in an on-call rota, if the role is predominantly operational.

Continuous Service

WWL has signed up to the Greater Manchester Continuous Service Commitment. and will recognise your continuous or ‘unbroken’ service in any Greater Manchester Local Authority or NHS organisation, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority; giving you access to our service-related benefits.