Health and Beyond

Call Operative

Information:

This job is now closed

Job summary

The post holder provides a comprehensive, effective, accurate and timely service to GPs, healthcare professionals, patients and their representatives.

Provide a professional and efficient call handling service for Health and Beyond Practices.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail.

The post holder will provide a high-quality experience in handling calls/contact with the Call Hub in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each

individual, responding to a wide range of needs, to ensure service user satisfaction.

Health and Beyond will expect the Call Hub Team to work in accordance with their values;

Main duties of the job

To provide efficient and confidential support to Health and Beyond by delivering a comprehensive, high quality call handling service.

Ensure that all enquiries are completed according to departmental procedures and within set quality standards.

To provide a comprehensive service where the service user/professional receives a full explanation and response to their enquiry.

To respond to and maintain a full log of service user/professional email enquiries used within the service.

To liaise closely with nursing and medical colleagues, medical record staff and medical secretaries, other hospital departments and GPs. To communicate accurately by telephone, email, and any other appropriate means.

To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.

To keep accurate records of all calls into the service.

To accurately record call details into EMIS.

To file all relevant information and keep in the department for statistics and auditing purposes.

To ensure continuous development in knowledge of local services to advise and guide patients

To maintain a high standard of care navigation

To ensure knowledge and usage of local Pharmacy schemes

To attend staff meetings and respond to all communications to improve care and quality

To Participate in team building and staff meetings to improve care

About us

Our vision is to develop a partnership between patients and our clinicians that allow us together to deliver high quality health and social care services, and meet the needs of the population of Wolverhampton and beyond.

As Health and Beyond we are committed to working together to ensure our communities receive the best evidence based care possible, and will strive to ensure that patients' views are heard and that their journey through Health and Beyond health system is seamless through integration and strong partnership working with our stakeholders.

Delivering excellence in innovation that benefits patients, employees and commissioners with strong inter-professional programs and bespoke care.

Including South East Primary Care Network which is within our geographical area.

Details

Date posted

24 January 2024

Pay scheme

Other

Salary

£11.45 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

A3491-24-0006

Job locations

Parkfield Medical Centre

255 Parkfield Road

Wolverhampton

WV4 6EG


Job description

Job responsibilities

This role is 16 hours per week, fully flexible:

Job purpose/summary:

The post holder provides a comprehensive, effective, accurate and timely service to GPs, healthcare professionals, patients and their representatives.

Provide a professional and efficient call handling service for Health and Beyond Practices.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail.

The post holder will provide a high-quality experience in handling calls/contact with the Call Hub in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each

individual, responding to a wide range of needs, to ensure service user satisfaction.

Health and Beyond will expect the Call Hub Team to work in accordance with their values;

We act with integrity | We work together | We are compassionate and kind

Main Duties & Responsibilities

To provide efficient and confidential support to Health and Beyond by delivering a comprehensive, high quality call handling service.

Ensure that all enquiries are completed according to departmental procedures and within set quality standards.

To provide a comprehensive service where the service user/professional receives a full explanation and response to their enquiry.

To respond to and maintain a full log of service user/professional email enquiries used within the service.

To liaise closely with nursing and medical colleagues, medical record staff and medical secretaries, other hospital departments and GPs. To communicate accurately by telephone, email, and any other appropriate means.

To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.

To keep accurate records of all calls into the service.

To accurately record call details into EMIS.

To file all relevant information and keep in the department for statistics and auditing purposes.

To ensure continuous development in knowledge of local services to advise and guide patients

To maintain a high standard of care navigation

To ensure knowledge and usage of local Pharmacy schemes

To attend staff meetings and respond to all communications to improve care and quality

To Participate in team building and staff meetings to improve care

To participate in local and national targets guided by your management, when talking to patients

To be directly involved in any pilots, programmes or initiatives within Health and Beyond

To proactively monitor the capacity status of a range of services, ensuring that any capacity issues are highlighted and dealt with in a timely manner.

To support all staff within the call hubs to ensure that the service runs effectively and efficiently.

To provide reports from the system as required and send appropriately as instructed.

To use a variety of communication styles to ensure effective telephone communication; this includes working with those who may have difficulties in communication, who are vulnerable, and from a range of cultural backgrounds.

To participate in the on-going development of the Phone Group service.

To deal with and support patient pathways as they are developed and agreed within the health care system.

To continuously work to develop systems that will improve the efficiency, effectiveness and support the smooth running of the department.

To ensure availability at all times in responding to incoming calls and work flexibly with manager to plan activities with regard to peaks in call demand.

To undergo any training / development as required.

To assist in training new starters.

To adhere to all local policies and procedures.

To work constructively with colleagues to provide a high quality, effective call coordination service.

To ensure that effective lines of communication are maintained between the service and other

Ad hoc duties will include supporting practices with administrative tasks within task groups, online contacts from patients and patient registrations.

This job description is not intended to be an exhaustive list of duties and it may be reviewed and altered in the light of changed service needs and developments after discussion with the post holder.

Other information:

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 strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, 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 and 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.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

To always act within the NMC Code of Conduct and Scope of Professional Practice

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

Job description

Job responsibilities

This role is 16 hours per week, fully flexible:

Job purpose/summary:

The post holder provides a comprehensive, effective, accurate and timely service to GPs, healthcare professionals, patients and their representatives.

Provide a professional and efficient call handling service for Health and Beyond Practices.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail.

The post holder will provide a high-quality experience in handling calls/contact with the Call Hub in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each

individual, responding to a wide range of needs, to ensure service user satisfaction.

Health and Beyond will expect the Call Hub Team to work in accordance with their values;

We act with integrity | We work together | We are compassionate and kind

Main Duties & Responsibilities

To provide efficient and confidential support to Health and Beyond by delivering a comprehensive, high quality call handling service.

Ensure that all enquiries are completed according to departmental procedures and within set quality standards.

To provide a comprehensive service where the service user/professional receives a full explanation and response to their enquiry.

To respond to and maintain a full log of service user/professional email enquiries used within the service.

To liaise closely with nursing and medical colleagues, medical record staff and medical secretaries, other hospital departments and GPs. To communicate accurately by telephone, email, and any other appropriate means.

To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.

To keep accurate records of all calls into the service.

To accurately record call details into EMIS.

To file all relevant information and keep in the department for statistics and auditing purposes.

To ensure continuous development in knowledge of local services to advise and guide patients

To maintain a high standard of care navigation

To ensure knowledge and usage of local Pharmacy schemes

To attend staff meetings and respond to all communications to improve care and quality

To Participate in team building and staff meetings to improve care

To participate in local and national targets guided by your management, when talking to patients

To be directly involved in any pilots, programmes or initiatives within Health and Beyond

To proactively monitor the capacity status of a range of services, ensuring that any capacity issues are highlighted and dealt with in a timely manner.

To support all staff within the call hubs to ensure that the service runs effectively and efficiently.

To provide reports from the system as required and send appropriately as instructed.

To use a variety of communication styles to ensure effective telephone communication; this includes working with those who may have difficulties in communication, who are vulnerable, and from a range of cultural backgrounds.

To participate in the on-going development of the Phone Group service.

To deal with and support patient pathways as they are developed and agreed within the health care system.

To continuously work to develop systems that will improve the efficiency, effectiveness and support the smooth running of the department.

To ensure availability at all times in responding to incoming calls and work flexibly with manager to plan activities with regard to peaks in call demand.

To undergo any training / development as required.

To assist in training new starters.

To adhere to all local policies and procedures.

To work constructively with colleagues to provide a high quality, effective call coordination service.

To ensure that effective lines of communication are maintained between the service and other

Ad hoc duties will include supporting practices with administrative tasks within task groups, online contacts from patients and patient registrations.

This job description is not intended to be an exhaustive list of duties and it may be reviewed and altered in the light of changed service needs and developments after discussion with the post holder.

Other information:

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 strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, 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 and 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.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

To always act within the NMC Code of Conduct and Scope of Professional Practice

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

Person Specification

Qualifications

Essential

  • Preferred Primary Care Experience

Desirable

  • N/A
Person Specification

Qualifications

Essential

  • Preferred Primary Care Experience

Desirable

  • N/A

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

Health and Beyond

Address

Parkfield Medical Centre

255 Parkfield Road

Wolverhampton

WV4 6EG


Employer's website

https://healthandbeyond.healthcare/ (Opens in a new tab)

Employer details

Employer name

Health and Beyond

Address

Parkfield Medical Centre

255 Parkfield Road

Wolverhampton

WV4 6EG


Employer's website

https://healthandbeyond.healthcare/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Taran Mann

Tarandeep.mann@nhs.net

01902349412

Details

Date posted

24 January 2024

Pay scheme

Other

Salary

£11.45 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

A3491-24-0006

Job locations

Parkfield Medical Centre

255 Parkfield Road

Wolverhampton

WV4 6EG


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