Job summary
- Main area
- Outpatients Call Centre
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Part time - 22.5 hours per week
- Job ref
- 393-NMUH-1336
- Employer
- North Middlesex University Hospital NHS Trust
- Employer type
- NHS
- Site
- North Middlesex University Hospital
- Town
- London
- Salary
- £19,981 pro-rata Per annum inclusive of HCAs
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
Call Centre Administrator
NHS AfC: Band 2
The North Middlesex University Hospital NHS Trust is a medium-sized acute and community trust with over 525 beds and over 600 community staff, serving more than 600,000 people living across Enfield and Haringey and the surrounding areas, including Barnet and Waltham Forest.
The hospital has been on its present site for over 100 years and was established as an NHS trust by statute in December 1990. The Trust’s services are provided on the North Middlesex University Hospital site as well as a range of community sites across the London Borough of Enfield, including at partner hospitals. They provide services in collaboration with a range of partners, including local GPs, acute, mental health and other community health service providers across North Central London.
In the year ending 31 March 2022, the Trust reported a turnover of £419.7m and employed almost 4,000 staff. Following the transfer of Enfield Community Services on 1st April 2023, this has increased as we have welcomed over 600 new staff including District Nurses, Community Matrons, Community Physiotherapists, Psychologists and many more across a wide range of adult and children’s community services in Enfield. It is an exciting time to join North Mid as we continue our journey to become an integrated care organisation to deliver high quality, seamless care in our local communities, with a focus on tackling health inequalities.
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
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 here
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.
Experience & Knowledge
Essential criteria
- Extensive administrative experience.
- Dealing effectively and sympathetically with difficult situation
- Providing customer focus service
Skills & Abilities
Essential criteria
- Leadership 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)
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Shanil Velliani
- Job title
- Deputy Service Manager - OPD Call Centre & IS
- Email address
- [email protected]
- Telephone number
- 02088873066
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