Job Description & Person Specification

Job Title: Contact Centre Support (Booking Agent)

Team: West Yorkshire Urgent Care

Hours of Work: To be determined by the business requirements

Base location:Bradley Huddersfield, Lexicon House Leeds

Line Manager: Contact Centre Manager

Organisation Chart:

Job Purpose

The role involves making calls and the accurate booking ofappointments into the

Appointment ledger for various sites and to input any new patient information on

tothe computer system. You will be a key member of the Contact Centre team

and you will contribute to the delivery of a quality service and the maintenance

ofquality standards. You will have good IT/Keyboard skills and an excellent

telephone manner.

Key Principles

The role is central to the smooth running of both In-Hours and Out-of-hours operations. Excellent communication skills are required to be able to liaise with outside agencies, other healthcare providers and patients. You need to be able to work to tight timescales in a calm professional manner at all times. You will have a sound knowledge of Local Direct operations and be able to make decisions during real time operations.

Key Responsibilities

  1. Arriving at their duty station in time to be briefed by the staff member who they are relieving from duty.
  1. The input of patient information on to the computer and also the updating of current computer records as an when required
  1. Ensuring that polices and protocols are carried out as set down by the Company.
  1. Assisting in the implementation of any new measures deemed necessary by the management or Board of Directors.
  1. To make outgoing telephone calls to patients in a polite and professional manner in keeping with the image of Local Care Direct.
  1. To liaise with and book patients into Local Care Directs Primary Care and OOHCentre’s via system one, using appointment diaries across West Yorkshire.
  1. To confirm and record accurately the demographic details of the patient.
  1. To communicate effectively with thepatient, in order to ensure that they understand the rationale behind the call queue process and system of prioritisation.
  1. Any other administration/computer work relevant to the operational running of the Service.

In addition, all employees are required to:

  1. Carry out such duties as may be reasonably required
  1. Participate through performance review in matching organisational objectives
  1. Take responsibility for the Health & Safety of themselves and others in the working environment

Team

YAS

PCAs

Drivers

On call Managers

Controllers

Prescription Agents

Duty clinicians GPs and ANPs

Contact Centre Manager M

Communications & Relationships

  • Undertake effective communication with all operations staff throughout the shift, this includes verbal, written and non verbal.
  • Maintain a high profile of Local Care Direct throughout all communications
  • Be responsible for building relationships internal and external
  • Apply conflict resolution skills

Organisational

  • This role sits in the Urgent Care directorate and,as such, should participate in the achievement of organisational objectives in addition to achieving personal objectives.

Health, safety and security

  • It is the individuals’ responsibility for the health and safety of themselves and their surrounding environment.
  • Mandatory training will be provided in fire, risk,evacuation etc
  • The Booking Agentwill have a working knowledge of the business continuity plans

Confidentiality

  • Caldicott policies apply and all employees should operate in line with this policy
  • Local Care Direct information governance policies apply and all employees should operate in line with this policy
  • Patient confidentiality must be maintained at all times

Safeguarding

  • Individual’s have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, detect and report neglect and abuse, adhering to the company’s Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures

Personal Development

  • Attend mandatory and refresher training sessions / undertake e-learning as required
  • To actively participate in the Performance Development Review process
  • To maintain a Personal Development Plan

Person Specification

The successful performance of this role will require some flexible working hours and frequent contact with a wide range of external stakeholders but the postholder will be expected to manage these requirements autonomously.

The postholder will be expected to operate at a satisfactory level (to be agreed with line manager) across all Local Care Directcompetencies and to maintain a personal development plan to address development needs.

As a social enterprise providing essential public services, Local Care Direct demands the highest standards of integrity and personal behaviour from its entire staff.

Essential / Desirable / Method of Assessment
Qualifications / Administration or Customer Service qualifications / Application and interview
Experience / Dealing with customers
Excellent I.T skills and proficient with Microsoft Office / Working in a 24/7 environment
Conflict resolution
Knowledge of working in the Healthcare Environment / Application and Interview
Skills / Highly developed communication skills – verbal and written
Highly developed customer service skills
Ability to understand the need for, and ability to follow systems and process in place / Health and Safety Principles
Recognise the areas for service improvement / Application and interview
Knowledge / Local Care Direct Services
Fluent in English language
Good geographical knowledge of West Yorkshire / Application and Interview

Measures of Performance

Performance will be regularly monitored

Job Description Agreement

I have read and understood this job description:
...... (Job holder) Date......
...... (Line Manager) Date......

The main duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The jobholder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the changing needs of the business. The job holder will be expected to participate in this process and the company would aim to reach agreement to changes.

June 2016