Call Handler - Outpatient Booking Team

About the role

Join the friendly Outpatient Booking Team at the Royal United Hospital in Bath. You will provide essential support for outpatient booking services, handling calls and ensuring patients receive timely appointments.

Key responsibilities

• Receive and make calls in a professional, courteous manner.
• Book, reschedule and cancel outpatient appointments, meeting agreed time‑frames.
• Explain cancellations or postponements sensitively and negotiate new appointments.
• Handle distressed or upset patients, including difficult conversations with potential cancer patients.
• Manage patient complaints and refer escalated cases to the Call Centre Team Leader.
• Signpost patients to PALS and the Trust complaints procedure when required.
• Provide non‑clinical advice about outpatient appointments to patients and carers.
• Answer telephone enquiries from patients and GPs, taking and relaying messages as needed.

Required profile

• Flexible, adaptable and able to work well under pressure.
• Professional, compassionate and able to deliver a comprehensive service.
• Excellent attention to detail and strong interpersonal skills.
• Previous customer service experience is beneficial.

Required skills

What we offer

• One permanent post and one fixed‑term maternity post (12 months).
• Opportunity to work in a top‑20 UK hospital recognised for its patient‑centred care.
• Supportive, inclusive environment that values every staff member’s contribution.