Job summary
The telephonists are responsible for all of the first
contact telephone work for the practice following the centralisation of the
telephone system to release reception staff to deal with patients face to face.
The telephonists will work as one team, answering the telephone, taking
appointment requests, answering queries, reception navigation and passing on
test results and messages to patients on behalf of the clinical team. This is a
back office function with very limited face to face contact with patients.
Main duties of the job
·
Telephone calls are answered promptly and clearly and in line with the
practice protocol
·
Calls are answered clearly, simply and with warmth, conveying accurate
information to the caller
·
Deal with in-coming calls and pass on the appropriate information to the
relevant personnel which will include appointment requests, follow ups, test
results to name just a few of the types of enquiry
·
Confidentiality is maintained at all times
·
Make external calls on behalf of the Practice to patients and external
agencies to pass on messages on behalf of the clinical team
·
To use the computer to check
records, and enter information on the computer as appropriate
·
Attend practice staff meetings as
requested and whenever possible
·
The duties listed above may change
in the light of developments within the practice and are subject to review.
Implementation of any changes will be by mutual consent.
·
To work together with the other
staff to ensure the smooth running of the practice
About us
We are a friendly family orientated general practice with 16500 patients split across 3 sites in rural Gravesham and the outskirts of Bexley, Kent.
The practice is a training practice and provides training opportunities across all disciplines.
Like all of Primary Care it is a busy and demanding environment, which can be challenging at times, the right candidate will be enthusiastic and motivated, dedicated but also sensitive to dealing with patients effectively but kindly at all times.
The role is subject to a Standard DBS check.
Job description
Job responsibilities
·
Telephone calls are answered promptly and clearly and in line with the
practice protocol
·
Calls are answered clearly, simply and with warmth, conveying accurate
information to the caller
·
Deal with in-coming calls and pass on the appropriate information to the
relevant personnel which will include appointment requests, follow ups, test
results to name just a few of the types of enquiry
·
Confidentiality is maintained at all times
·
Make external calls on behalf of the Practice to patients and external
agencies to pass on messages on behalf of the clinical team
·
To use the computer to check
records, and enter information on the computer as appropriate
·
Attend practice staff meetings as
requested and whenever possible
·
The duties listed above may change
in the light of developments within the practice and are subject to review.
Implementation of any changes will be by mutual consent.
·
To work together with the other
staff to ensure the smooth running of the practice
·
To cover other Telephonists’
holidays as per rota.
·
To learn and implement new
procedures as appropriate
·
Along with other members of the team,
make tea or coffee.
Job description
Job responsibilities
·
Telephone calls are answered promptly and clearly and in line with the
practice protocol
·
Calls are answered clearly, simply and with warmth, conveying accurate
information to the caller
·
Deal with in-coming calls and pass on the appropriate information to the
relevant personnel which will include appointment requests, follow ups, test
results to name just a few of the types of enquiry
·
Confidentiality is maintained at all times
·
Make external calls on behalf of the Practice to patients and external
agencies to pass on messages on behalf of the clinical team
·
To use the computer to check
records, and enter information on the computer as appropriate
·
Attend practice staff meetings as
requested and whenever possible
·
The duties listed above may change
in the light of developments within the practice and are subject to review.
Implementation of any changes will be by mutual consent.
·
To work together with the other
staff to ensure the smooth running of the practice
·
To cover other Telephonists’
holidays as per rota.
·
To learn and implement new
procedures as appropriate
·
Along with other members of the team,
make tea or coffee.
Person Specification
General
Essential
- Car driver
- Ability to work as part of a team but also work off own initiative
- Ability to work to protocol and follow direction
- Understanding of strict confidentiality
- Pleasant and articulate with good telephone manner
- Ability to work in a changing environment
Desirable
Qualifications
Essential
- O Level or GCSE English and Maths
Experience
Essential
- Experience of reception/telephony work in a customer focused setting
Desirable
- Experience of working in a GP Practice
Person Specification
General
Essential
- Car driver
- Ability to work as part of a team but also work off own initiative
- Ability to work to protocol and follow direction
- Understanding of strict confidentiality
- Pleasant and articulate with good telephone manner
- Ability to work in a changing environment
Desirable
Qualifications
Essential
- O Level or GCSE English and Maths
Experience
Essential
- Experience of reception/telephony work in a customer focused setting
Desirable
- Experience of working in a GP Practice
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.
