Call handler​/booking co-ordinator

Overview

The team deal with all calls into the department from patients, carers and professionals such as General Practitioners or Trust service leads with regards to new outpatient appointments. The team also book new outpatient appointments and reschedule follow‑up appointments when patients call utilising the Trust systems on behalf of the Trust services. There is a range of other administrative duties involved in the post and full training will be given.

LNWUH is a flexible working friendly organisation, we want you to be able to work in a way that is best for us and for our patients, and for you. Please speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern. If it works for the service, we will do our best to make it work for you.

We are therefore searching for friendly, courteous professionals with a strong background in customer service to work within national and local NHS guidelines in a busy call centre and office environment.

Excellent and empathetic telephone manner and computer literacy is a must, as well as an ability to work under pressure to achieve targets. As outlined above you will be booking outpatient appointments and liaising with services to ensure clinics are fully utilised. Team work is very important in this role. We are looking for staff with a "can do" positive attitude, as well as excellent communication skills.

• Handle all calls into the department from patients, carers and professionals such as General Practitioners or Trust service leads regarding new outpatient appointments.
• Book new outpatient appointments and reschedule follow‑up appointments using Trust systems.
• Perform other administrative duties as required; full training will be provided.
• Liaise with referral management team, services in the Trust, and General Practitioners to ensure clinics are fully utilised.
• Work Monday‑Friday in an alternative shift pattern of 8 am to 4 pm and 9 am to 5 pm to cover operating hours.

• Strong background in customer service; friendly, courteous, with a "can do" positive attitude.
• Excellent telephone manner; empathy and effective communication skills.
• Computer literacy and the ability to work under pressure to achieve targets.
• Attention to detail; accurate appointment booking using Trust systems.
• Capable of working flexibly (job share, part time or other arrangements) if acceptable to the service.

• Opportunities for promotion within the Access Centre and the wider Trust.
• Team members work in a central hub that deals with Trust referrals on behalf of services; approximately 50 staff are in the call centre, booking teams or referral management team.
• Service covers three sites:
  Northwick Park, St Mark's, Ealing and Central Middlesex Hospitals.

As part of our commitment to the Equality and Diversity at LNWUH, we are encouraging applications from BME (Black, Minority Ethnic) candidates to ensure our workforce is representative of the communities we serve. The Trust is committed to safeguarding and promoting the welfare of children, young people and adults at risk.

• Northwick Park Hospital – one of the busiest emergency departments in the country, with top‑rated hyper‑acute stroke and rehabilitation units.
• St Mark's Hospital – an internationally renowned specialist centre for bowel disease.
• Ealing Hospital – a busy district general hospital with 24/7 emergency department and urgent care centre, plus specialist care at Meadow House Hospice.
• Central Middlesex Hospital – a planned care site hosting a range of surgical and outpatient services and collocated with an urgent care centre.

The Trust is a university teaching NHS Trust that trains clinicians of the future and brings the benefits of research to the public.