Job summary
*Are you caring, resilient and want to
help make a real difference to peoples lives?
*Do you have excellent communication
skills and able to provide outstanding customer service in a call centre and
front desk environment?
*Do you have the ability to efficiently
handle phone calls and enquiries in a polite, professional and timely manner?
If you have answered yes to the
questions above, then we would love to hear from you! We are looking for committed and enthusiastic
individuals to join our well-established Patient Contact team at our Medical
Practice in Salisbury. Our Patient
Contact Advisors provide and advise on healthcare information to patients by
acting as the first point of contact by phone and/or face to face.
Main duties of the job
The key duties of this role are as follows:
- To act as the first point of contact for patients and visitors by welcoming them at the front desk and/or by greeting them over the telephone.
- To make, amend or cancel appointments.
- To signpost requests to the most appropriate service, appointment or clinician.
- To ensure enquiries are answered in a timely and professional manner.
- To ensure patient confidentiality, respect, and dignity is adhered to at all times.
About us
We are a friendly, forward thinking and supporting Medical
Practice with a large clinical team consisting of 21 GPs, 8 Nurses, 3 Nurse
Associates, 2 HCAs, 1 Paramedic, 2 Pharmacists and 1 Pharmacy Technician.
Job description
Job responsibilities
Please refer to Job Description attached to this advert for full details.
General duties of the role are as follows:
-
To
read, action and maintain the Patient Contact List system in accordance with
the Practices policy and process.
-
To
explain the Practice arrangements and formal requirements for new patients,
temporary residents and ensure procedures are completed.
-
To
arrange patient transport for those eligible.
-
To
share information regarding the complaints procedure.
-
To
assist with the document workflow process.
-
To
open, prepare and send letters where necessary.
-
To
assist with the cancellation of clinics as and when required.
-
To
open the Practice up in the mornings (front desk only).
-
To
accept specimens from patients and deliver to the appropriate storage facility
(front desk only).
-
To
sign in and sign out medications including repeat prescriptions (front desk
only).
-
To
accept deliveries addressed to the Practice (front desk only).
-
To liaise
with patients, carers, hospitals, community pharmacies and other local
healthcare providers when required regarding queries and requests and to pass
on messages.
-
To
undertake statutory and mandatory training as required
-
To
act with professionalism and ensuring that ethical conduct is adhered to at all
times.
-
To
assist with training for new staff.
-
To
assist with the gathering of statistics and information when required.
-
To
participate and co-operate with any research projects.
-
To
work across different practices on an ad-hoc/when required basis.
-
It
will be necessary to attend and contribute to various practice meetings as
requested.
This job description is
neither exhaustive nor exclusive and will be reviewed periodically in
conjunction with the post holder. The
post holder is required to carry out any duties that may reasonably be
requested by the Partners and the Management Team.
Job description
Job responsibilities
Please refer to Job Description attached to this advert for full details.
General duties of the role are as follows:
-
To
read, action and maintain the Patient Contact List system in accordance with
the Practices policy and process.
-
To
explain the Practice arrangements and formal requirements for new patients,
temporary residents and ensure procedures are completed.
-
To
arrange patient transport for those eligible.
-
To
share information regarding the complaints procedure.
-
To
assist with the document workflow process.
-
To
open, prepare and send letters where necessary.
-
To
assist with the cancellation of clinics as and when required.
-
To
open the Practice up in the mornings (front desk only).
-
To
accept specimens from patients and deliver to the appropriate storage facility
(front desk only).
-
To
sign in and sign out medications including repeat prescriptions (front desk
only).
-
To
accept deliveries addressed to the Practice (front desk only).
-
To liaise
with patients, carers, hospitals, community pharmacies and other local
healthcare providers when required regarding queries and requests and to pass
on messages.
-
To
undertake statutory and mandatory training as required
-
To
act with professionalism and ensuring that ethical conduct is adhered to at all
times.
-
To
assist with training for new staff.
-
To
assist with the gathering of statistics and information when required.
-
To
participate and co-operate with any research projects.
-
To
work across different practices on an ad-hoc/when required basis.
-
It
will be necessary to attend and contribute to various practice meetings as
requested.
This job description is
neither exhaustive nor exclusive and will be reviewed periodically in
conjunction with the post holder. The
post holder is required to carry out any duties that may reasonably be
requested by the Partners and the Management Team.
Person Specification
Qualities / Attributes
Essential
- Ability to multitask
- Open to feedback and willing to learn and develop
- Fast learner
- Adaptable to change
- Flexible approach to demand
- Strong team ethic
- Calm & professional disposition
- Caring & polite disposition
- Friendly & approachable
Knowledge
Desirable
- Clinical computer systems in SystmOne (TPP)
Qualifications
Essential
- GCSE Grade C or above in Maths (or equivalent)
- GCSE Grade C or above in English (or equivalent)
Desirable
- Qualifications at A Level standard (or equivalent)
Skills
Essential
- Competent and confident in using IT & computers
- Excellent communication skills, both verbal and written
- Excellent organisational skills
- Good telephone manner
Experience
Essential
- 1 year+ experience in a customer service role
- Working within a team
- Working independently
- Telephone call handling
- Working in a busy environment
Desirable
- 2 years+ experience in a customer service role
- Working a reception style working environment
- Experience working within a confidential environment
- Experience working within a medical environment
- Experience working in General Practice and/or Primary Care
- Complaint handling & volatile situations
Person Specification
Qualities / Attributes
Essential
- Ability to multitask
- Open to feedback and willing to learn and develop
- Fast learner
- Adaptable to change
- Flexible approach to demand
- Strong team ethic
- Calm & professional disposition
- Caring & polite disposition
- Friendly & approachable
Knowledge
Desirable
- Clinical computer systems in SystmOne (TPP)
Qualifications
Essential
- GCSE Grade C or above in Maths (or equivalent)
- GCSE Grade C or above in English (or equivalent)
Desirable
- Qualifications at A Level standard (or equivalent)
Skills
Essential
- Competent and confident in using IT & computers
- Excellent communication skills, both verbal and written
- Excellent organisational skills
- Good telephone manner
Experience
Essential
- 1 year+ experience in a customer service role
- Working within a team
- Working independently
- Telephone call handling
- Working in a busy environment
Desirable
- 2 years+ experience in a customer service role
- Working a reception style working environment
- Experience working within a confidential environment
- Experience working within a medical environment
- Experience working in General Practice and/or Primary Care
- Complaint handling & volatile situations
