Job Description

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn



The post holder will be required to handle a large number of incoming calls from patients. You will be the main point of contact for booking appointments and handling queries for Therapy Services within the South Division.



Members of the team will receive training on all IT systems.



You need to have the ability to follow processes and procedures, have a high level of ability to organise and manage your own time, keeping to schedules and deadlines and be able to work well as part of a dynamic team.



Main duties of the job



The role involves managing a high volume of incoming calls and referrals for Adult MSK and Podiatry, in a fast-paced call centre environment. Calls are received from patients, carers, members of the public, and Health and Social Care professionals.



To provide administrative support in the booking centre using the electronic booking system. Adhering to policies and procedures, maintaining strict confidentiality regarding all information concerning patients and staff at all times in accordance with Caldicott Guidance and Data Protection Act 1998.



To communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties.



To work as part of a team and also individually to provide high quality booking services and provide cover when needed during times of staff absence or annual leave.



To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.



To appoint, cancel and rearrange appointments as required using the RiO booking system.



Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.



We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.



We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.



We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.



Please note, we may be required to close this vacancy early if we receive a high volume of applications



Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.



The role requires communicating non-clinical information clearly and effectively, both verbally and in writing, to patients, relatives, and carers many of whom may face communication challenges due to age, hearing loss, pain, anxiety, language barriers, or learning difficulties. Information must be delivered with appropriate speed, accuracy, tact, empathy, and confidentiality, especially within the fast-paced environment of a call centre. To work as part of a team and also individually to provide high quality booking services and provide cover when needed during times of staff absence or annual leave.



To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.



To appoint, cancel and rearrange appointments as required using the RiO booking system.



To answer telephone enquiries from members of the public and other healthcare departments / professionals.



To work process referrals & letters as appropriate in relation to booking.



To provide support and advice, maintain channels of communication and links with clinical and other staff within the department.



To manage the day to day running of clinics ensuring they are used to capacity.



The role is varied and requires confidentiality, initiative, flexibility and capacity of handling peaks in the work programme and an ability to relate to a wide range of individuals on behalf of the MPFT.



Recording accurate, confidential and sensitive patient information.



Prioritising clients and organising clinics.



Be efficient using IT systems including, Microsoft teams, Outlook and word