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Job summary

Main area
Division of Surgery
Grade
Band 2
Contract
Permanent
Hours
Full time - 37.5 hours per week (Mon to Friday)
Job ref
407-SURGERY-6992203
Employer
Walsall Healthcare NHS Trust
Employer type
NHS
Site
Walsall Manor Hospital
Town
Walsall
Salary
£23,615 per annum
Salary period
Yearly
Closing
21/03/2025 08:00
Walsall Healthcare NHS Trust logo

Call Centre Agent

Band 2

Walsall Healthcare NHS Trust provides integrated acute and community Healthcare in the West Midlands serving a population of 260,000 residents. Walsall Manor Hospital houses the full range of district general hospital services. The £170 million development was completed in 2010 and we are continually upgrading. Construction of the new integrated critical care unit was completed in 2018, extension of a Neonatal Unit and an approved plan to build a brand new, state of the art Emergency Department which commenced in 2021

We provide high quality, friendly and effective community health services from multiple sites covering Walsall. Our multidisciplinary services include rapid response and homebased care, so that those with long term conditions and the frail elderly can remain in their own homes.

We are recommended by colleagues as a place to work which is supported by the trusts values to work as part of a team, being respectful, compassionate and professional. We are committed to investing in our workforce

Following our recent CQC visit the Trust was rated as outstanding for care and this has been recognised by NHS Improvement.Ìý

The work we do is highly rewarding, and in addition to an attractive salary, we offer a valuable range of benefits, including: salary sacrifice scheme; car leasing scheme; on-site staff accommodation (subject to availability); the ability to retain your NHS pension (where applicable) or the opportunity to join an alternative scheme; and the opportunity to develop and implement your expertise in an encouraging yet challenging environment

We would particularly welcome applications from people from a Black, Asian and Minority Ethnic background and from people with a disability; these groups are currently under-represented at senior level, we value diversity within our Trust and are working to achieve equality in our recruitment.
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COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment at this time, we do encourage our staff to get vaccinated. We will be checking the vaccination status of all new starters so that we can manage individual and environmental risks, and so that we can support those who may be undecided about vaccination. If you are unvaccinated there is helpful advice and information at ) where you can also find out more about how to access vaccination. There is a current Government consultation underway which will determine whether some new starters may need to be vaccinated.
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Walsall Healthcare NHS Trust is proud to be part of the Armed Forces Covenant.Ìý The Trust currently holds the Bronze Award which underlines the Trust’s commitment to supporting the Armed Forces Community.Ìý As an organisation, we are aiming to achieve the next level Silver award, with our sights firmly on Gold.

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ÌýRESPECT - COMPASSION - TEAMWORK - PROFESSIONALISM

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Job overview

An exciting opportunity has arisen for enthusiastic and motivated individuals to join our friendly Outpatients Call Centre.

The Call CentreÌý is currently open from Monday – Friday 8 am – 6 pm

An excellent telephone manner, experience of dealing with the public in a customer focused environment along with knowledge of the Patient Administration System are vital in this frontline role to provide support in the smooth running of this busy Call Centre.

You will need to have an excellent telephone manner and work well under pressure. You will need to be able to offer a flexible working approach and be able to cover hours when required.

Shifts are: 8 am – 4 pm; 10 am – 6 pmÌý on a rota basis

Main duties of the job

  • To provide a first class one stop appointment service for outpatient care within the Call Centre by ensuring patients appointments are rescheduled and/or cancelled speedily and efficiently.

Working for our organisation

to work in a friendly busy call Centre as part of our administration team.

Giving our patients an excellent experience of our orginisationÌý

Detailed job description and main responsibilities

  • To deal with all Call Centre enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public. Ìý

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  • Effectively manage caller’s expectations following Call Centre Standard Operating Procedures whilst providing correct and accurate information at all times.

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  • Respond to routine external and internal telephone queries from patients and other healthcare professionals giving appropriate non-clinical advice relevant to job role.
  • Exercise good judgement, tact and discretion when dealing with patient enquiries, providing non clinical advice to patients and relatives about outpatient appointments in line with GPDR and Information Governance requirements.

Person specification

grade /nvq

Essential criteria
  • experience it and telephone

english/maths

Essential criteria
  • grade

Experience

Essential criteria
  • achieved
Armed Forces Covenant Bronze Award

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.

Application numbers

Please note this vacancy may close early due to high volume of applications

Documents to download

Further details / informal visits contact

Name
Jayne Harris
Job title
Elective Access Manager
Email address
[email protected]
Telephone number
01922721172
Additional information

ext 6835

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