Pathology Service Desk Analyst

at  Imperial College Healthcare NHS Trust

North West London Pathology (NWLP) is a new partnership between Imperial College Healthcare NHS Trust, Chelsea & Westminster NHS Trust and The Hillingdon Hospitals NHS Trust. The partnership represents a new model for delivering pathology testing in a modern, efficient operation that manages 25 million tests per year. Our services are delivered at six hospital sites across North West London.
We are now offering a fantastic opportunity to join our friendly and dedicated Call Centre team at Charing Cross Hospital. The Pathology Department Call Centre handles calls from GPs, Internal and external clients who require Pathology Results or clinical information. The Call Centre is also responsible for the distribution of Pathology consumables and reports. This busy service has a set of Key performance indicators which are continuously monitored and regularly demonstrate a good service. The Call Centre is part of Pathology Business Services; Pathology Business Services actively encourages Lean working and continuous Service Improvement.
The successful applicant will have either experience of working in a similar environment or basic knowledge of Pathology IT systems. They will be willing to learn new techniques and have experience of working with IT or telecommunications systems.
We are committed to your personal and professional development and you will have opportunities to fulfil your potential with NWLP.
We look forward to hearing from you.
Provision of an efficient telephone and enquiry service for pathology result and pathology IT.
Handle a large volume of inbound and outbound calls in a timely manner.
Responding to user queries and complaints in an efficient and professional manner.
Escalating user issues with management when the need arises.
Identify customer needs, research issues, resolve complaints, and provide solutions.
Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with relevant teams
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert

Please refer the Job description for details