Customer Service Administrator

We now have a vacancy for a full time, Band 3 Customer Service Administrator to work at Royton Health and Wellbeing Centre which is part of the Northern Care Alliance NHS Foundation Trust.

You will provide an excellent customer focus and an administrative service for patients and partners across the Oldham locality and provide a comprehensive referral, customer contact and booking management service for Community Health Services and ensure compliance with waiting time targets.

You will work in a Customer Service Call Centre providing cross-cover for other staff across the centre to ensure a consistent and effective administration service is maintained at all times.

• Ensure adherence to the Referral Booking & Management Centre standard Operating procedures at all times.
• Provide and receive routine and complex sensitive information requiring tact or persuasive skills, even where they maybe barriers to understanding.
• Exchange information with customers, provide information, and give advice, empathy and reassurance.
• Ensure that customer phone calls are answered in accordance with Organisational Policy.
• To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
• Review appropriateness of referrals and process referrals received in the service and ensure all are made available for clinical triage in a timely manner following set processes.
• Process requests for clinic changes, changes and cancellations.
• Create, maintain and make additions to waiting lists for clinical services following a set of processes.
• To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
• Be proficient in the use of electronic systems in relation to customer data and undertake new training as required if new technology/ systems are introduced to ensure competencies are maintained and efficiencies of the administrative processes are maximised.
• To cover a range of shifts patterns as required by the service and customers accessing the service, this may include both early and late shifts and weekends.