Thank you for your interest in this vacancy!
We highly recommend reading our Tips on how to apply page to give you an insight on how applications are scored & shortlisted by our Recruiting Managers. These tips have been provided to give you a better chance of being shortlisted for our vacancies.
Please note that if you apply for a position with North Bristol NHS Trust, you may be contacted via TRAC or via email. This includes invites for job interviews. We therefore recommend that you regularly check your TRAC Account and email accounts including junk and spam folders.
Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role, please do apply as soon as you can.
Generative artificial intelligence (AI) describes algorithms that can be used to produce new content, including audio, code, images, text, simulations, and videos. It is developing all the time and is now being used as a support mechanism for all kinds of content-based creations. Please note the use of AI is monitored and if applicants have used it then they are required to declare this.
Job Overview
Join our dedicated Patient Contact Centre within Centralised Outpatient Services, who act as the first point of contact for patients seeking assistance with their outpatient appointment. Handling 15,000 patient queries each month, our team plays a key role in delivering a helpful and positive experience.
As a Contact Handler, you’ll assist patients who may be anxious or uncertain, by providing clear, calm and professional guidance. You’ll be the reassuring presence that ensures that every patient feels heard and supported.
Main duties of the job
The post holder will handle telephone and email enquiries, processing outpatient appointment cancellations, rescheduling or adding patients back to the waiting list. It may also be necessary to raise escalated concerns with colleagues or discharge patients.
The Contact Handler is a vital role within Centralised Outpatient Services and an excellent opportunity for those wishing to build a career in the NHS.
Full-time or part-time (minimum 22.5 hours per week) will be considered. The Patient Contact Centre working hours are 08:00 to 17:00 Monday to Friday.
Working for our organisation
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 8000 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.
Detailed Job Description And Main Responsibilities
Key Responsibilities
- Communicate clearly and professionally via telephone and email, using excellent spoken and written English.
- Respond to a high volume of patient enquiries (100+ calls/emails daily) with empathy and efficiency.
- To be trained and become proficient in multiple Information Management & Technology (IM&T) systems. These include Microsoft Outlook; the Electronic Referral Service (ERS); and CareFlow Patient Administration System (PAS) / Electronic Patient Record (EPR).
- Become familiar with outpatient administrative and clerical processes and procedures, able to deal with a broad range of outpatient queries.
- Accurately log and update patient information to ensure records are current and complete.
What We’re Looking For
- Strong communication skills and a confident, friendly approach.
- Ability to multitask and remain composed in a fast-paced environment.
- A commitment to delivering high-quality, patient-focused administrative support.
- A proactive attitude and solid work ethic, where all interactions are recorded for quality and statistical purposes.
Please note the working conditions/effort indicated on the job description.
Previous applicants for this role will not be considered.
Person specification
Education/Training/Qualificati
Essential criteria
- Educated to basic GCSE or equivalent e.g. NVQ2 in Customer Care or have relevant experience
- Knowledge of IT systems, good keyboard skills and a willingness to learn new IT packages.
Desirable criteria
- NHS booking system/telephone handling
Work Experience
Essential criteria
- Previous experience of working in an administrative and clerical role.
- Experience of working in a high volume service
Desirable criteria
- Experience of working in a call centre
Knowledge/Skills/Abilities
Essential criteria
- Demonstrate the ability to work on multiple tasks with frequent interruptions.
- Produce work to an accurate and high standard, with competence in writing and recording information.
Personal Qualities/Special Cir
Essential criteria
- Provide an understanding of the importance of confidentiality and data protection in a hospital environment.
- Able to effectively communicate with the public and colleagues, over the telephone and face to face, in a professional and courteous manner.
- Resilient demeanour, flexible and adaptable to change, able to work a range of shifts and move across specialties as the need arises.
If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.
North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
