Job summary
Are you looking for a role in primary care or perhaps you are in a similar role and want to expand your skill set? Do you have an interest in our NHS, and can you see yourself supporting patients in primary care? Are you looking for an organisation who is passionate about people?
If so, then this opportunity is perfect for you!
We are seeking Call Handlers to join our fabulous, hard-working, and supportive team at Aspiro Derby. We have shifts available Mondays-Fridays between 8am and 6.30pm.
Our Call Handler team play an integral part in our organisation, and here at Aspiro, we will give you the tools to thrive and communicate with our patients confidently, starting with our exceptional induction program.
If you love the hustle and the bustle of a busy call centre, you love working with people and have some experience in a similar role then please apply to join our lovely and highly skilled team of business professionals and clinicians. While previous experience of working in a healthcare setting would be great, do not let it deter you if you do not have it.
Main duties of the job
You must have a high level of IT literacy, be emphatic and able to deal with diverse and demanding calls. Caring for our patients is top priority and we deal with hundreds of calls every day. Our team are based in our Practice at Hollybrook Medical Centre and support the timely and accurate delivery of primary care to patients within Derby, signposting them to the most appropriate appointment or service for their needs.
About us
We are a large, busy practice covering Littleover, Sinfin, Alvaston and Allenton.You will have the opportunity to work within a supportive and dynamic patient services team.
Benefits:
- Company events
- Company pension
- Free flu jabs
- Free parking
- Sick pay
Job description
Job responsibilities
The main role will be:
- Book appointments following practice guidelines
- Deal with patient enquiries
- Open and lock up the surgery when required
- Enter confidential data onto a bespoke system
- Liaise with external organisations
- Respond to all queries from or in relation to our patients or other visitors, where necessary consulting with the doctor
- Pass accurate and timely messages to the doctors and other members of the primary health care team
- Ensure that patients without appointments but who need urgent consultations are seen in a logical and non-disruptive manner
- Ensure that anyone requesting treatment in a medical emergency is provided with the appropriate care as quickly as possible
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed prior to consultation
- Advise patients of relevant charges for private services, arrange appointments.
Health and Safety
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Using personal security systems within the workplace according to practice guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality & Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as confidential
- Information relating to patients, carers, colleagues, healthcare workers or the business of the practice may only be divulged to authorised persons, in accordance with practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Job description
Job responsibilities
The main role will be:
- Book appointments following practice guidelines
- Deal with patient enquiries
- Open and lock up the surgery when required
- Enter confidential data onto a bespoke system
- Liaise with external organisations
- Respond to all queries from or in relation to our patients or other visitors, where necessary consulting with the doctor
- Pass accurate and timely messages to the doctors and other members of the primary health care team
- Ensure that patients without appointments but who need urgent consultations are seen in a logical and non-disruptive manner
- Ensure that anyone requesting treatment in a medical emergency is provided with the appropriate care as quickly as possible
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed prior to consultation
- Advise patients of relevant charges for private services, arrange appointments.
Health and Safety
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Using personal security systems within the workplace according to practice guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality & Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as confidential
- Information relating to patients, carers, colleagues, healthcare workers or the business of the practice may only be divulged to authorised persons, in accordance with practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Person Specification
Experience
Desirable
- Experience working in Primary Care
- Experience of SystmOne clinical system
Qualities and Attributes
Essential
- Able to demonstrate enthusiasm to developing skills
- An understanding, acceptance and adherence to the need for strict confidentiality
- Ability to use own judgement, resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Pleasant and articulate
- Able to work under pressure and use own initiative
- Able to work in a changing environment
Qualifications
Essential
- Educated to GCSE Level including English Grade C or equivalent
- A demonstrable commitment to continuous professional development
Other
Essential
- Flexibility of working hours / ability to work at the desired times and across multiple sites
Desirable
- Hold full UK drivers licence
Knowledge / Skills
Essential
- Excellent communication skills
- Problem solving/multi-tasking
- Competent in using Microsoft Office (Outlook, Word, Excel)
Person Specification
Experience
Desirable
- Experience working in Primary Care
- Experience of SystmOne clinical system
Qualities and Attributes
Essential
- Able to demonstrate enthusiasm to developing skills
- An understanding, acceptance and adherence to the need for strict confidentiality
- Ability to use own judgement, resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Pleasant and articulate
- Able to work under pressure and use own initiative
- Able to work in a changing environment
Qualifications
Essential
- Educated to GCSE Level including English Grade C or equivalent
- A demonstrable commitment to continuous professional development
Other
Essential
- Flexibility of working hours / ability to work at the desired times and across multiple sites
Desirable
- Hold full UK drivers licence
Knowledge / Skills
Essential
- Excellent communication skills
- Problem solving/multi-tasking
- Competent in using Microsoft Office (Outlook, Word, Excel)
