195914 Enquiry Agent (AP)

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

We will fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.

To support the provision of an Enquiries Service, responding to and making calls to various stakeholders including, but not limited to members of the public, NHS Lothian patients and clinical teams.

To ensure the delivery of a dynamic, responsive, effective Enquiries Service by determining the most appropriate signposting information or pathway for correspondents. 

To assist with communication exercises by making or receiving calls to / from patients to convey information, conduct audit, questionnaire, feedback activity and conduct appointment scheduling, at all times accurately capturing relevant data on various digital systems.

To inform patients of services, offer guidance and advice, respond to queries and facilitate the booking, cancellation or rescheduling of appointments while adhering to standard operating procedures, following available scripts and using a range of FAQs and guidance documents to determine best response.

To provide responses to email enquiries, using template responses within timescales defined in SLAs.  To provide ad-hoc administrative and records support.

The posts are based at Sighthill Health Centre, on the first floor. The occupancy level is set at 6, and once these posts are filled, we will have 10FTE staff.  This is the reason for hybrid working. We have a paper in for more appropriate office space, but that will probably take a while.

We expect new staff to work in our office 100% of their hours for the first 12 weeks whilst they are trained up. Then we will look at a mix of office and home working, somewhere approximately around the 50/50 mark.

For further information on what is included in the role and what skills/experience are being looked for, click on the links at the bottom of the screen to the job description and person specification. If after reading this information you have any questions please contact Brian Smith at Brian.smith7@nhs.scot

**Please note we anticipate a high level of interest in this position and may close the vacancy early once a sufficient amount of applications are received. Therefore, please make sure you complete and submit your application at an early stage**