Band 3 - Suspected Cancer Booking & Call Centre Agent, …, St Albans

Go back West Hertfordshire Teaching Hospitals NHS Trust

Band 3 - Suspected Cancer Booking & Call Centre Agent, Outpatients

The closing date is 12 June 2026

The Suspected Cancer Booking & Call Centre Agent will act as the first point of contact for Suspected Cancer services, booking the first appointments for patients following referral from GPs to the Suspected Cancer pathway as well as any Consultant Upgrades from clinicians within the Trust. They will be responsible for delivering high standards of customer service to patients contacting the department with queries related to their appointments, using their own initiative in sometimes complex situations to ensure that patients are booked in line with local and national targets.

We are looking for someone with a positive attitude to join our team on a secondment/fixed‑term basis for 12 months.

The team is currently based at the St Albans Civic Centre and our call centre is open between 08:30 and 16:45 Monday‑Friday. We will soon be extending hours to 08:00 – 18:00 Monday‑Friday on a rota basis.

Important information: we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.

Main duties of the job

The main role of the Suspected Cancer team is to provide clerical and administrative support to nursing and medical teams in order to deliver a high-quality referral service and meet national cancer targets. The main duties include:

• Regular checking of all relevant lists on ERS and team inbox emails to ensure all referrals are received and can be actioned accurately and timely.
• Utilising ERS and Cerner to book patients within national guidelines, escalating capacity issues to the service where this is not possible.
• Escalating any delays or inaction to the Patient Contact Coordinator, or secondarily to the Suspected Cancer Booking & Call Centre Manager.
• Regularly validating ERS work‑lists for designated specialties by validating, booking and closing patient episodes and pathways where appropriate.
• Completing DNA adjustments for patients who do not attend their appointments and escalating other reasons for adjustments to the Patient Contact Coordinator.
• Updating and submitting at least twice‑weekly feedback on ERS work‑lists to the Patient Contact Coordinator and Suspected Cancer Booking & Call Centre Manager.

Job responsibilities

Contribute as part of a team that provides a professional, efficient and effective centralised Suspected Cancer booking service within national and local timeframes. Each booker will have an allocated specialty but be expected to provide cover across all sites to ensure that referrals are processed in the agreed timeframe and according to agreed protocol.

Act as the first point of contact for Suspected Cancer services, providing a high level of administrative support, projecting a positive and professional manner, and always maintaining confidentiality.

Be line‑managed by the Patient Contact Coordinator and liaise with the Cancer Services team and relevant specialties to ensure the delivery of an efficient, high‑quality Suspected Cancer booking service that meets current waiting‑time guidelines.

Take part in training, supervision and rotation in the Suspected Cancer booking process, and appropriately utilise the PAS system ensuring that activity and patient data is accurately captured and recorded.

Use initiative in sometimes complex situations to ensure that patients are booked in line with local and national targets.

Work as part of a multi‑disciplinary team, supporting other team members to deliver targets and a patient‑focused booking service.

This post reports to the Patient Contact Coordinator and is accountable to the Suspected Cancer Booking and Call Centre Manager. The post holder will therefore have key working relationships with:

• Patients, relatives and carers.
• Specialty consultants and secretarial teams.
• Other Outpatient departments, including the Health Records department and Clinic Requests and Build team.
• Trust staff including Managers, Clinicians, Nursing and Administrative staff.
• External Primary Care Services including GP and Dental Practices.

Person Specification Education and qualifications

• Good level of general education.
• ECDL Customer Service training, Communication training.

Knowledge

• Competent in the use of Microsoft Office.
• Understanding of Information Governance and Patient Confidentiality.
• Knowledge of CWT Guidance.

Experience

• Experience of working in a busy environment.
• Experience of working in an administrative role.
• Previous call centre experience.
• Previous experience of booking appointments.
• Experience of handling confidential information.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and is subject to a Disclosure and Barring Service check.

If you have a disability or long‑term health condition and require support or guidance, please contact . If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving, please tick 'Member of the Armed Forces Community' on the application form.

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