Call Handler
Lea Vale Medical Group
The closing date is 23 March 2025
Job summary
Are you looking for a new challenge in 2025?
Join us as a call handler at Lea Vale Medical Group! This is a fantastic opportunity to truly impact lives by working with an organisation committed to providing a responsive and patient-centred service for those in need of healthcare advice and support. This is an exciting role as you'd be joining an established non-clinical team that serves just over 40,000 patients and is rated outstanding by the CQC.
As an employee of Lea Vale Medical Group, you will also enjoy the following benefits:
Competitive Salary
NHS Pension
Support to guide your personal and professional development
Excellent training opportunities
Main duties of the job
The call handler is the one of the first points
of contact for patients managing urgent and non-urgent cases when they call for
medical advice. This role involves efficiently managing incoming calls, signposting
patients and ensuring queries are addressed in a timely and professional manner
About us
We are a CQC
outstanding rated practice who believes in delivering high quality primary care
services through effective teamwork and constant learning.
We are looking for people who share the same
teamworking ethics to join our team.
We learn from the past
but are always looking to the future. This is true for when we look for new
staff as well, your skills and experience will be what make you suitable for
this role but we are more interested in your ideas for the future! How you want
to develop yourself and how that will improve our practice and the service we
offer to our patients.
Job description
Job responsibilities
Key Responsibilities:
- Answer incoming calls promptly from patients, addressing their queries, concerns, or appointment requests.
- Maintain a professional and empathetic approach when interacting with patients, ensuring clear and accurate communication.
- Make appointments for patients to see GPs, nurses or others.
- Demonstrate a patient-centred approach in all interactions, ensuring a positive and supportive experience.
- Handle patient concerns and complaints professionally
- Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
- Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
- Accurately record details
- Make sure patient information is entered accurately and stored confidentially
- Take requests for phone consultation and home visits and record on the system following the procedure
- Carry out range of clerical duties, as required
Job description
Job responsibilities
Key Responsibilities:
- Answer incoming calls promptly from patients, addressing their queries, concerns, or appointment requests.
- Maintain a professional and empathetic approach when interacting with patients, ensuring clear and accurate communication.
- Make appointments for patients to see GPs, nurses or others.
- Demonstrate a patient-centred approach in all interactions, ensuring a positive and supportive experience.
- Handle patient concerns and complaints professionally
- Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
- Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
- Accurately record details
- Make sure patient information is entered accurately and stored confidentially
- Take requests for phone consultation and home visits and record on the system following the procedure
- Carry out range of clerical duties, as required
Person Specification
Experience
Essential
- Experience of working in a customer services/other front line situation
- Computer literate with excellent keyboard skills
- Self-starter, able to work on own initiative, following set procedures and protocol
Desirable
- Use of clinical system software eg. Systmone
- Previous NHS experience ideally within a GP setting
Qualifications
Essential
- Good level of education to GCSE standard or equivalent
Skills and Abilities
Essential
- Advanced working knowledge of Office 365 applications
- Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances
- An understanding, acceptance and adherence to the need for strict confidentiality
- Can plan own work and multi-task
- Resourceful
- Able to accept and deal with a heavy workload
Desirable
- Have previous telephony and IT skills and be able to record all information accurately and take appropriate action where required.
- An enquiring mind with a willingness to learn new skills and procedures
Person Specification
Experience
Essential
- Experience of working in a customer services/other front line situation
- Computer literate with excellent keyboard skills
- Self-starter, able to work on own initiative, following set procedures and protocol
Desirable
- Use of clinical system software eg. Systmone
- Previous NHS experience ideally within a GP setting
Qualifications
Essential
- Good level of education to GCSE standard or equivalent
Skills and Abilities
Essential
- Advanced working knowledge of Office 365 applications
- Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances
- An understanding, acceptance and adherence to the need for strict confidentiality
- Can plan own work and multi-task
- Resourceful
- Able to accept and deal with a heavy workload
Desirable
- Have previous telephony and IT skills and be able to record all information accurately and take appropriate action where required.
- An enquiring mind with a willingness to learn new skills and procedures
Disclosure and Barring Service Check
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.
