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Job overview

We’re looking for an enthusiastic Patient Contact Advisors and Administration Advisors who share our vision of being a trusted provider of outstanding care and exceptional service to our patients.

If you thrive in a fast-paced, varied environment and enjoy delivering excellent customer service, this could be the perfect opportunity for you.

As part of our Outpatients team, you’ll play a key role in supporting patients throughout their journey—from referral to treatment. In this role, you can truly make a difference.

Patient contact advisors (Band 2) working in our busy Contact Centre, you’ll:

• Handle patient appointment enquiries over the phone
• Cancel and rebook appointments using our computer systems
• Accurately record the details of each call to support ongoing care

For administrations advisors (Band 3) your work may include:

• Supporting our busy outpatient clinics
• Welcoming patients at our outpatient reception desk
• Assisting callers in our Outpatient Contact Centre
• Using our booking systems to manage appointments and respond to patient enquiries

If you have strong communication skills, love working with people, and enjoy being part of a supportive team, this role offers real job satisfaction. It’s also a fantastic stepping stone for career progression within the NHS, with plenty of opportunities to grow and develop within the Trust.

Successful candidates will be invited to an assessment centre on 21st March 2025, this will include a written and excel assessment.Ìý

Main duties of the job

Patients Contact Advisors (Band 2)

• Assist with appointment queries from the patient and / or their accompanying friends / relatives in a polite and courteous manner.
• Cancel appointments as requested by the patients and complete a MS form for onward management by the booking team.
• ÌýTo liaise with medical, nursing and other specialty staff on administration enquiries as directed byÌý your Supervisor.
• To support fellow colleagues & new staff in the role to support us to ensure staff are multi-skilled & standardised processes are in place across Trust in order to be able to cross cover other
• Use Excel spreadsheets and the Trust’s Lorenzo and ERS appointment systems to cancel appointments.Ìý
• Complete a record of the call for onward management of the patients pathway by the booking and clinical teams.
• To maintain the integrity of patient data recorded on any of our system to ensure accuracy and confidentiality of data extracted.

Administration Advisors (Band 3)

• To liaise with patients and Trust colleagues, face-to-face, by telephone and by e-mail, to ensure patient’s appointments are booked, cancelled and monitored efficiently.
• You will regularly work at the reception at outpatient clinics and also answer the Trust’s Appointment Line dealing with patients’ appointment queries.
• General office administration & duties, including opening & distributing post, emails, deal with routine correspondence & highlight correspondence of an urgent nature, photocopying, filing.
• To train fellow colleagues & new staff in the role to support us to ensure staff are multi-skilled & standardised processes are in place across Trust in order to be able to cross cover other Administration Advisors & support the department during leave of absences.
• Book outpatient clinics, ensuring maximum utilisation of capacity (filling cancellation slots as necessary) in accordance with the agreed specialty, consultant and clinic protocols. Liaise with clinical specialties as required to ensure capacity meets demand.

Working for our organisation

At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

ÌýWe run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients.Ìý We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We understand that finding and starting a new job is an important life decision.Ìý If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.

We are committed to a positive work life balance for our employees.Ìý Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.