Telephone Patient Services Advisor

Job description

Job responsibilities

The post holder holds a position of importance, being the crucial link between the doctors, staff and patients.

Full training will be given in all aspects of the job.

Telephone calls are monitored and used for training purposes and to accurately record patient and GP information

You will be required to wear a uniform and name badge, for which an allowance will be provided.

You will be expected to attend regular staff meetings. The meetings provide an opportunity to discuss matters arising from the job and can be used for in-house training.

The post holders will be expected to deliver a high quality, diverse, patient centred service.

To work as part of a team delivering a first class, professional patient service, using a range of communication and administrative methods, to ensure that where possible patient enquiries are resolved at the first point of contact.

Person Specification

Qualifications

Essential

• GCE/GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge

Experience

Essential

• Must have customer/patient care skills and have worked in a customer/patient facing environment, ideally in a Contact/Call Centre with a minimum of 1 year experience
• Demonstrable excellent verbal communication skills
• Experience of dealing with a high volume of calls, some of which may be challenging in nature
• Ability to work on own initiative and as part of a team
• Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision
• Excellent organisation skills required along with ability to prioritise and work to very high standards of performance
• Ability to remain calm when dealing with challenging or distressed callers
• Understanding of the needs for confidentiality and compliance with service regimes
• Able to think ahead and anticipate issues
• Ability to be assertive, but polite and patient
• Competence in Microsoft Office packages (Outlook, Word, Excel

Desirable

• Experience of working in a fast paced public sector/healthcare environment would be advantageous
• Experience of working with CRM/clinical systems such as Systm1 would be desirable
• Experience of using web chat platforms would be advantageous

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.

Employer details

Employer name

Danetre Medical Practice

Address

London Road

Daventry

Northamptonshire

NN11 4DY

Employer's website

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