Administration Advisor - Contact Centre

Job summary
We are recruiting for an Administration Advisor who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
If you're looking for a fast-paced, varied role and enjoy a customer-care type position, this will be an exciting job for you.
Our clerks are trained to support a patient's pathway through outpatients, from referral to treatment, so in this role you can really make a difference.
You could work in our busy outpatient clinics, on the outpatient reception desk, and in our Outpatient Contact Centre, using various appointment computer systems to book, cancel and answer patient appointment enquiries on the telephone.
If you've got excellent communication and people-skills and enjoy working as part of a team, then this role will give you great job satisfaction. It is also a great stepping-stone to career progression within the NHS, with excellent promotion opportunities within the Trust.
We have opportunities covering full time & part time hours, permanent & fixed term contracts. Our core working hours are between 8.30am - 5.00pm Monday to Friday.
Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!
Main duties of the job
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 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.
About us
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.
We 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. 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. 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. 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.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person Specification
Experience
Essential
Evidenced of experience in office duties
Desirable
Experience of Patient Administration System
Email, Microsoft Word & Excel package experience
Education
Essential
Computer literate
Personal Qualities
Essential
Able to demonstrate good communication skills, verbal & written
To work in a methodical manner and be organised
Desirable
Ability to cope in stressful situations
Ability to multi-task
Knowledge
Essential
Understand the needs of the post and to be able to work as a member of the team
Desirable
Knowledge of the hospital, support departments and patient pathway.
Person Specification
Experience
Essential
Evidenced of experience in office duties
Desirable
Experience of Patient Administration System
Email, Microsoft Word & Excel package experience
Education
Essential
Computer literate
Personal Qualities
Essential
Able to demonstrate good communication skills, verbal & written
To work in a methodical manner and be organised
Desirable
Ability to cope in stressful situations
Ability to multi-task
Knowledge
Essential
Understand the needs of the post and to be able to work as a member of the team
Desirable
Knowledge of the hospital, support departments and patient pathway.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
East and North Herts NHS Trust
Address
Lister Hospital
Corey's Mill Lane
Stevenage
SG1 4AB
Employer's website