Call Hub Operative

Job summary

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;

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 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 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

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.