DESP Bookings Call Handler

InHealth Intelligence has been and continues to be a proud supporter of the Diabetic Eye Screening Programmes across NHS England and since 2011, InHealth Intelligence has grown to offer fully managed services across the country. To increase efficiency, we also built our own software system which enables us to adapt and change to meet the requirements our employees to achieve a better user experience.

Due to our bespoke software system, we are helping our parent company (InHealth) with the coordination side of Lung Screening, as a Customer Service Advisor in our Lung Screening department, you’ll be the first point of contact for all patient enquiries relating to appointment scheduling in our busy office based in Winsford. To be successful in the position, you’ll be able to communicate with members of the public from a variety of different backgrounds and be able to rely on your organisation skills to meet the requirements of our patients. You’ll also be Flexible and be able to work in our in weekly working pattern as required.

Duties

• Receive and handle inbound calls from patients looking to book or amend an appointment
• Ensure that patients are provided appointment dates/times suited to their needs
• Contact new patients to remind them of their appointments
• Escalate any issues as and when they arise
• Maintain appointment data on internal systems for reporting purposes
• Responding to and actioning emails where needed
• Maintain and ensure observation of robust quality assurance measures to meet national standards
• Develop and maintain excellent relationships with all key stakeholders.
• Arrange and undertake telephone triage appointments to establish risk scores and eligibility for further appointments
• Schedule CT scan appointments on hospital system, liaising with the hospital team to add patients if needed
• Respond to patient queries regarding the lung health check process and their outcome

Experience

• Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively
• Educated to GCSE or equivalent Qualifications and or training/experience in Patient Care
• Understand the importance of patient confidentiality and be aware of data protection
• Have excellent verbal and written communication skills
• Have responsibility for the health, safety and welfare of self and others and to comply at all times with the requirements of health and safety regulations
• Maintain and ensure observation of robust internal quality assurance measures to meet national standards
• Be comfortable with audits and reporting