Royal United Hospitals Bath NHS Foundation Trust
Call Handler - Outpatient Booking Team
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Overview
An exciting opportunity has arisen to join our friendly Outpatient Booking Team at the Royal United Hospital in Bath. If you have great customer service, excellent interpersonal and organisational skills - this could be the role for you!
You will work within the Trust’s Outpatient Booking Centre, providing essential support in relation to outpatient booking services.
You will be part of the team, booking and rescheduling a whole range of outpatient appointments, as well as other administrative tasks that are needed to ensure patients experience high-quality care at the first stage of their pathway.
We are looking for an individual who can be flexible, adaptable and able to work well under pressure. You will work alongside other members of the Call Handling Team and other colleagues within the department. We are looking for someone who can provide a professional, compassionate and comprehensive service to our patients.
Excellent attention to detail and previous customer service experience would be beneficial as you will be liaising directly with patients to book outpatient appointments within specified time limits to ensure all local, regional and national outpatient access targets are achieved.
We're offering this role as one permanent post and one fixed term maternity post for 12 months.
Main duties of the job
Main Duties And Responsibilities
- To receive and make calls, in a professional and courteous manner, taking action and providing information as appropriate.
- To answer calls within the agreed time frames
- To ensure that patients/caller needs are met with regard to booking systems and/or general enquiries
- To sensitively explain to patients when their appointment has been cancelled or postponed and ensure a new appointment is negotiated when appropriate.
- To deal sympathetically with distressed patients, including difficult conversations with potential cancer patients who may not be aware of their suspected condition
- To deal with patient complaints concerning outpatient appointment details/cancellations referring exceptionally angry/distressed patients to the Call Centre Team Leader when necessary
- Signpost patients to PALS and the Trust Complaints procedure when necessary
- To provide general non-clinical advice regarding outpatient appointments to patients and their carers
- Answer telephone enquiries, taking and relaying messages in a polite and helpful manner, taking action as appropriate. This will include enquiries from patients and GP’s.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Working for our organisation
At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centered care we pride ourselves on.
We are proud to be in the top 20 best hospitals to work for in the country.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool!
We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.
Detailed Job Description And Main Responsibilities
Please find attached to the vacancy a detailed person specification and job description for further information about this role.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Person specification
Essential criteria
- Experience of dealing with public by telephone
- Able to work calmly under pressure
- Understand the importance of confidentiality
- Demonstrable ability to work effectively as a team member
Desirable criteria
- Previous experience in a call-handling environment
- Previous experience of Millennium
Please note - Due to recent changes in UK immigration and visa rules applicants who do not currently have the right to work in the UK may not be considered unless an alternative right to work solution can be provided. Candidates requiring sponsorship (or will need sponsorship at the end of a current visa e.g. those with graduate visa's) should review the eligibility criteria on the gov.uk website before applying: Prove your right to work to an employer: Overview - GOV.UK
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
This vacancy may close early if we receive a high number of applications. We strongly encourage you to complete and submit your application in good time to ensure it can be considered.
Documents to download
- [Call handler (PDF, 482.7KB)](attachment:Call handler.pdf)
- [Join the RUH (PDF, 1.3MB)](attachment:Join the RUH.pdf)
Further details / informal visits contact
- Name: Joanna La Bouchardiere
- Job title: Deputy Outpatient Manager
- Email address: joanna.labouchardiere@nhs.net
- Telephone number: 01225821675
If you have problems applying, contact
Address
Royal United Hospital
Combe Park
Bath
BA1 3NG
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location