Contact Centre Agent

We have a full time and a part time post working at our Care Navigation Centre at Sandwell General Hospital.

To work as part of Primary Care Community and Therapies Clinical Group admin pool within the Care Navigation Centre. This post is to support the Phlebotomy services, providing a comprehensive efficient and effective telephone based referral service and appointment booking service.

You will be expected to participate in the 2 shift pattern to provide administrative cover 8:00 – 17:00 on a rota basis which means 8-4 and 9-5 shift cover each week.

You will provide an administrative support for the Phlebotomy clinical service, answering a high volume of telephone calls, registering patients to the service, booking appointments and dealing with queries regarding appointments. You will also manage the service mailbox processing queries and responding accordingly.

The successful candidate will need to be computer literate in order to use our automated appointment system.

You will be expected to take referral over the telephone and process according to the guidelines for the services.

You must be able to work under pressure as part of a team. You will require good interpersonal skills with the ability to prioritise your own workload.

There will be a requirement to learn the patient administration systems to work effectively within a paperless environment.

Sandwell and West Birmingham NHS Trust (SWBT) is an integrated care organisation with a budget of approximately £600 million and over 7,000 staff. Diversity and social care is at the core of what we do as the Trust provides Community and Acute Services to over half a million people in an urban centre that demands massive regeneration and has substantial premature mortality.

Our new acute hospital, the Midland Metropolitan University Hospital (MMUH), opens in 2024 and will provide care to our local population from first class, purpose-built premises. As a result, the base of this role may change to MMUH from 2024 (or beyond). If this is applicable to your role, you will be informed during the recruitment process and continuing your application with this understanding. The development of the new hospital will play an important role in the regeneration of the wider area and in improving the lives of local people and reducing health inequalities.

We have three newly emerging strategic objectives:
Our People – to cultivate and sustain happy, productive and engaged staff

Our Patients – to be good or outstanding in everything we do

Our Population – to work seamlessly with our partners to improve live

Please see the attached Job Description and Person Specification for full details of what this role entails.