Medical Telephonist

Job summary

We are currently recruiting Medical Telephonists - Part time and Full time roles in our dedicated call handing team, based at Station Medical Centre.

As a medical telephonist you will support the care pathway of patients, receiving telephone calls, making appointments, signposting patients to the correct service, and answering general administration queries. You will be supported into this role by a package of training, a dedicated mentor, and will have the ongoing support of a supervisor and GP.

Ideally candidates should have a good telephone manner and excellent customer service skills, be able to use a computer and have good keyboards skills. Candidates need to be able to work under pressure and cope with high call volumes calmly and efficiently in a professional manner following the agreed HMG call structure.Previous employment in a medical/ clinic reception or within a telephone call handling environment would be advantageous.

Positions are a combination of early and late shifts between 8am to 6.30pm.

Main duties of the job

Telephone:

• Care Navigation of patient enquiries to the appropriate clinician/organisation.
• Making appointments by telephone, handling requests for home visits and taking messages.
• Dealing with requests for test results; being aware of the rules of confidentiality.
• Receive and make telephone calls as required.
• Divert calls and take messages, ensuring accuracy of detailand prompt appropriate delivery.
• Undertake any other additional duties appropriate to the post as requested by the Supervisor, Senior Management Team or Partners.
• Manage call demand alongside actioning patients tasks, online consultations, filing electronic records and answering reception e-mails.
• Ability to use initiative to help patients within practice policy.

Care Navigation

• Ability to use predefined care navigation template to ask patients questions about their need for an appointment and recording accurately into the template.
• Ability to identify which patients need a GP appointment, nurse appointment, physiotherapy triage etc. and which can be dealt with administratively, following a clear documented protocol. E.g. patients needinga sick note
• Proactively using prompts to engage patients in conversation to book health needs is: smear test due, baby imms.
• Using AccuRX texting system to send links to patients as per practice protocols.
• Reception duties may be required to meet practice needs in agreement with Reception Supervisor

About us

Hereford Medical Group is a large General Practice Surgery providing care for patients living in and around Hereford City. We work across 5 sites with our primary site being a newly purpose built surgery located in Hereford.

We are a people centered organisation, caring for a population of approximately 49,000 patients and employing approximately 180 permanent staff in addition to trainees. We place great value on our staff and offer the NHS Pension Scheme in addition to Employee Assistance Program and on-site Occupational Health Services and support.

Our mission is provide highly quality and compassionate primary care.

Employer details

Employer name

Hereford Medical Group

Address

Station Medical Centre

Station Approach

Hereford

HR1 1BB

Employer's website

https://www.herefordmedicalgroup.co.uk/ (Opens in a new tab)

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Employer details

Employer name

Hereford Medical Group

Address

Station Medical Centre

Station Approach

Hereford

HR1 1BB

Employer's website

https://www.herefordmedicalgroup.co.uk/ (Opens in a new tab)

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