This role includes the study of the nationally recognised apprenticeship standard - Level 2 Customer Service Practitioner and will include:

Gaining a nationally recognised qualification via our dedicated onsite Apprenticeship Centre.

Having dedicated 1:1 tutor meetings monthly, and attending classroom lessons on site at our at Learning and Research building every month.
Gaining knowledge of the structure, function, and values of the NHS and an understanding the scope of their role within customer service
Developing skills to identify customer needs, preferences, and expectations, and how this can enhance the overall customer experience through effective communication and problem-solving, as well as much more.
A wide range of support resources available to you, and time given to study and attend lessons. As well as access to peer and mentor support.

Important - Please note to be eligible for the apprenticeship you must be:

Over the age of 16
Have lived in the UK/EEA for the past 3 years
Have the right to work and reside in the UK, which is not granted for education purposes (education visa)
Have enough time remaining before the expiry of their current visa to allow full completion of the apprenticeship programme including EPA.
Not be currently studying any other form of qualification, or hold a Customer Service qualification at level 2 or above
Hold and be able to evidence GCSE Maths and English at minimum of Grade E/2 (this is subject to change)

Role Overview:
To provide a high quality and comprehensive Telephone appointments/referrals/admin service for patients contacting North Bristol NHS Trust.

Work as part of a team with focus on high quality experience for patients to administrate all aspects of outpatient appointments to the highest standards.

Provide a comprehensive call handling service for North Bristol NHS Trust.

We are looking to recruit Outpatient Call Handlers into our appointments Call Centre. This role will have a vital part to play in all parts of outpatients appointments, serving as great experience for those looking to build a career in the NHS.

As a member of the Centralised Outpatient Services team, the post holder will have responsibility for answering a wide variety of calls and queries from patients every day. On average, each call handler answers approximately 80 calls per day in a challenging environment.

Reporting to the Outpatients Team Leader the post holder will ensure the responsive and professional standards of the North Bristol Outpatients Team are always maintained.

We are looking for talented individuals willing to work hard, with a positive attitude and with a flexible approach to change who can make a significant contribution to the important work of this highly performing team.

We are offering Full time and Part-time hours for this post. Available working hours will be discussed during interview.

We also welcome applications for apprenticeships for this post.

Our vision at NBT is that by enabling our teams to be the best they can be we will provide Exceptional Healthcare, Personally Delivered. This means that our patients recognise that we are exemplars of safe, harm-free care and that we give them the best possible health improvement.

As a major acute teaching hospital and centre of excellence in a number of fields we will do this through the dedication of you, our outstanding 9000 staff, and through a genuine partnership with our patients, the public and local partners. By doing this we will, as OneNBT, provide a place you are proud to work and an outstanding patient and carer experience.

Act as the first point of contact for patients telephoning the Contact Centre confidently and to deal with queries via the telephone.
To assist the referral team and booking team in administrative tasks as required by the team leaders.
Answer general hospital queries and appointment queries as appropriate.
Respond to and resolve patient queries where appropriate and in line with departmental guidelines.
Assist in supporting new members of the team.
Handle personal and confidential patient related information in a sensitive manner.
Receive and accurately pass on information to relevant personnel/teams. - Maintain and update accurate patient details on hospital computer systems.
Record the relevant Referral to Treatment (RTT) status as appropriate Book patient transport in line with the relevant procedure.
Adhere to appropriate booking rules when rescheduling and cancelling appointments.
Generate appointment letters as and when required.
Effectively manage and respond to patient communications via the Outpatients email box.
Work as part of a team processing diagnostic, tertiary, and non-consultant led referrals, ensuring these are processed in a timely manner.
Take part in team meetings and play a role in service redesign.
Ensure that compliments and complaints are escalated to the Team Leader or Performance and Operations Manager.
Manage patient appointments/cancellations under supervision from Team Leader.
Maintain good working relationships with other hospital staff.
Adhere to Trust and departmental policies, procedures and guidelines.
Participate in annual appraisal reviews.
Co-operate fully in the introduction of new technology and methods of working.
Demonstrate tasks to new and current staff as required.
Undertake other duties commensurate with the role and grade.

North Bristol NHS Trust

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Apprenticeship Outpatients Call Handler