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
