Patient Contact Centre Agent

• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient's referral from GP Practices and to check patient demographics, and deal appropriately.
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding to ensure that all enquiries are completed according to departmental procedures and within set quality standards

• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patients referral from GP Practices and to check patient demographics, and deal appropriately.
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding to ensure that all enquiries are completed according to departmental procedures and within set quality standards

Essential

• Maths & English GCSE/O levels
• Contact Centre/ Telephone Experience
• Knowledge & Skills of Word, Excel, Teams and Access

Desirable

• Good Communication Skills
• Experience of Team Working
• EPR/e-RS Knowledge