Job summaryThis is an exciting opportunity to join our dedicated team within our busy contact centre. Your place of work will be either our Birmingham or Manchester office. You will be the first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental and professional service ensuring that any patient wishing to obtain information or book an appointment is triaged efficiently and compassionately.
You will provide an informative, patient centred service in accordance with NUPAS policies and procedures, regulatory requirements and the Abortion Act 1967.
Full and part-time hours are available.
Previous applicants need not apply.
This advert will close early if there are a lot of applicants, so we encourage you to apply early.
Main duties of the jobDeliver an efficient and effective appointment booking service relating to termination of pregnancy, contraception and aftercare for NUPAS patients.
Determine and arrange a suitable appointment to meet the patients needs. Providing information according to NUPAS guidelines as appropriate and within the remit of a Patient Care and Booking Advisor.
Ensure that the earliest and most suitable appointment that can be provided to the patient is offered.
You must be empathetic, and treat all patients and colleagues with dignity and respect.
Explain the appointment process clearly and concisely (i.e. appointments available via a variety of methods face to face / telephone / video call).
Where NUPAS cannot assist the patient, signpost patient to appropriate services in line with NUPAS guidelines.
Ensure the patient is made aware of any special requirements regarding their appointment.
Communicate with NUPAS clinics to ensure they are made aware of any special requirements pertaining to the patient.
Identify and escalate any risk or safeguarding concerns to senior colleagues promptly and actively seek to reduce or eliminate those concerns identified in a positive manner.
Embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.
Ensure you maintain compliant with statutory and mandatory training requirements and any other training relevant to your position.
Ensure you comply with all policies and procedures.
About usThe post holder will have a duty to ensure that the principles of patient, carer and public involvement and engagement are adhered to in line with Section 11 of The Health and Social Care Act 2012 for Improving Patient Experience.
NUPAS is committed to safeguarding and safeguarding children, young people and vulnerable adults is everyone's responsibility. Everyone will need to have a DBS check. The level of this check will be determined by the job type.
All staff are required to adhere to the principles of patient centred care as detailed in the NICE Quality Standard for Patient Experience and to treat patients with dignity, kindness, compassion, courtesy, respect, understanding and honesty.
The post holder will, in support of NUPAS values and ensure that everyone is treated as an individual and will acknowledge and value difference in order to treat everyone fairly.
Job responsibilitiesAn exciting opportunity to join our dedicated team within our busy contact centre. You will be the first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental and professional service ensuring that any patient wishing to obtain information or book an appointment is triaged efficiently and compassionately. You will provide an informative, patient centred service in accordance with NUPAS policies and procedures, regulatory requirements and the Abortion Act 1967.
Deliver an efficient and effective appointment booking service relating to termination of pregnancy, contraception and aftercare for NUPAS patients.
Determine and arrange a suitable appointment to meet the patients needs. Providing information according to NUPAS guidelines as appropriate and within the remit of a Patient Care and Booking Advisor.
Ensure that the earliest and most suitable appointment that can be provided to the patient is offered.
You must be empathetic, and treat all patients and colleagues with dignity and respect.
Explain the appointment process clearly and concisely (i.e. appointments available via a variety of methods face to face / telephone / video call).
Where NUPAS cannot assist the patient, signpost patient to appropriate services in line with NUPAS guidelines.
Ensure all appointment times offered are within the service KPIs and targets.
Ensure the patient is made aware of any special requirements regarding their appointment.
Communicate with NUPAS clinics to ensure they are made aware of any special requirements pertaining to the patient.
Identify and escalate any risk or safeguarding concerns to senior colleagues promptly and actively seek to reduce or eliminate those concerns identified in a positive manner.
Embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.
Support CC team leaders with any tasks as assigned and with relevant training.
Ensure you maintain compliant with statutory and mandatory training requirements and any other training relevant to your position.
Maintain a clear and tidy working environment to ensure the safety of yourself and your colleagues in the workplace.
Ensure you comply with all policies and procedures.
Person SpecificationKnowledge & SkillsEssential- Ability to communicate effectively over the phone using a calm, friendly, empathetic tone, and to manage conflict calmly
- Ability to work in a sensitive, confidential and non-judgemental way
- Ability to deal with personal information sensitively and respect people's right to confidentiality
- Be able to work effectively as a member of a team and contribute effectively with internal/external multi professional teams
- Have good attention to detail
- Ability to accurately record information whilst listening (talk and type)
- Demonstrating initiative and solution focused attitudes
ExperienceEssential- Working in a busy call centre environment
- Experience of working with people in difficult circumstances
- Be able to work effectively as a member of a team and contribute effectively with internal/external multi professional teams
- Experience of using Microsoft Office packages
- Must be empathetic, and treat all patients with dignity and respect.
- All staff have a responsibility to understand and adhere to the requirements of organisational policy and protocols when dealing with Children, Young People and Vulnerable Adults.
- Identify and escalate any risk or safeguarding concerns to senior colleagues and actively seek to reduce or eliminate those concerns identified in a positive manner.
- To embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.
- All staff have a responsibility to ensure full compliance with Information Governance at all times which includes GDPR, confidentiality and information security.
QualificationsEssential- Secondary standard of education or NVQ Level 2 or equivalent
- Computer literate with accurate keyboard skills
Desirable- Experience of using information systems to input, store and retrieve patient data
- Significant administrative experience of working in an environment engaging with potentially anxious patients
Specific RequirementsEssential- Pro-choice
- Reliable
- Conscientious
- Professional
- Flexible approach to work
- A satisfactory Disclosure and Barring check
- Commitment to the aims & values of NUPAS
- A willingness to learn new skills
- Able to work to the service rota, to meet the needs of the service, including weekends, evenings and bank holidays
- Must be prepared to comply with all policies and procedures
- Adherence to NUPAS uniform policy
- Respect for the sensitive nature of the business including rules around the use of mobile phones and social media in the workplace
Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer detailsEmployer name: NUPAS Ltd
Address: N U P A S Ltd, 5 Arthur Road, Edgbaston, Birmingham, B15 2UL, United Kingdom
Employer's website: Apply through our website
Employer contact detailsFor questions about the job, contact: Patient Care & Booking Line Team Leader, Chloe Icke, chloe.icke@nupas.co.uk, 07545658776
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. 
