Job summary
Are you on the look out for a new 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 may be perfect for you!
We are seeking a full-time Patient Experience Call Handler to join our fabulous, hard-working, and supportive team at our Beversbrook Medical Centre. You must have a high level of IT literacy.
Main duties of the job
Our Patient Experience Team play in integral part in our organisation and, here at PHP, 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, please dont let this deter you!
About us
If you are new into the world of work or if you are a seasoned professional or perhaps you are just looking for something a little different, PHP have careers and development opportunities for you. The Partnership will give you full support to grow and develop and utilise our training opportunities we love seeing people flourish and that is why there is a whole range of opportunities on offer to help you do so. Whatever your background, PHP is committed to its L&D programme. If you opt for a training programme you will gain skills whilst studying for a recognised qualification, potentially even become a degree apprentice whilst earning a salary doing so.
All you need is the right attitude and enthusiasm for patient care, you will learn alongside a great team of people who will support you all the way. The opportunities at PHP will give you the skills for a career and PHP will remain committed to its values and give you dedicated time for any courses you may decide to do.
We live our values every day because they are an integral part of helping our business and our people thrive.
Job description
Job responsibilities
Deal with all incoming enquiries from our
service users optimising the patient experience through needs assessment and
effective signposting. Providing a
friendly and efficient service to all stakeholders. Ensuring that the patient has access to the
healthcare which is reasonable to meet their needs and assisting to ease the
workflow of the clinical team.
Handling a large volume of incoming calls,
ensuring that patient enquiries via online and direct messaging are answered
swiftly. Keeping accurate records and
following local policies and patient pathways to ensure patients are signposted
to the right service to meet their needs.
Ensuring the patient is communicated with effectively and maintaining a
high level of patient satisfaction. Meeting
organisational KPIs and adhering to call handling scripts and patient pathways
as appropriate.
Maintaining an up to date knowledge of the
services offered by Patford House Partnership and the wider health care
agencies, ensuring real-time knowledge on appointment availability including patient
flow and capacity, familiarity with clinical team skillsets and ensuring that
signposting pathways are adhered to when booking appointments or directing
patients. The role will include looking
through patient notes to establish the patient history and asking leading open
questions in order to assess the need of the patient. An understanding of PHPs organisational
structure is essential to ensure that patient enquiries are dealt with swiftly.
The PECH role will ensure that access to
patient healthcare is augmented via opportunistic signposting based on services
to meet the patients health needs, paying close attention to the patients
homepage to identify signposting opportunities (smoking cessation, routine
investigations where appropriate, vaccinations and screening due as
applicable).
Assisting patients in using our online
platforms is essential, providing a walk alongside service to ensure that
patients can self-help in future.
Meeting organisational KPIs, the PECH will ensure that every patient
contact instils a sense of feeling well cared for and valued.
The PECH will also be
expected to undertake reception and admin duties as part of the role and supporting
the wider team in delivering a polite and professional service to the entitled
patient population.
Job description
Job responsibilities
Deal with all incoming enquiries from our
service users optimising the patient experience through needs assessment and
effective signposting. Providing a
friendly and efficient service to all stakeholders. Ensuring that the patient has access to the
healthcare which is reasonable to meet their needs and assisting to ease the
workflow of the clinical team.
Handling a large volume of incoming calls,
ensuring that patient enquiries via online and direct messaging are answered
swiftly. Keeping accurate records and
following local policies and patient pathways to ensure patients are signposted
to the right service to meet their needs.
Ensuring the patient is communicated with effectively and maintaining a
high level of patient satisfaction. Meeting
organisational KPIs and adhering to call handling scripts and patient pathways
as appropriate.
Maintaining an up to date knowledge of the
services offered by Patford House Partnership and the wider health care
agencies, ensuring real-time knowledge on appointment availability including patient
flow and capacity, familiarity with clinical team skillsets and ensuring that
signposting pathways are adhered to when booking appointments or directing
patients. The role will include looking
through patient notes to establish the patient history and asking leading open
questions in order to assess the need of the patient. An understanding of PHPs organisational
structure is essential to ensure that patient enquiries are dealt with swiftly.
The PECH role will ensure that access to
patient healthcare is augmented via opportunistic signposting based on services
to meet the patients health needs, paying close attention to the patients
homepage to identify signposting opportunities (smoking cessation, routine
investigations where appropriate, vaccinations and screening due as
applicable).
Assisting patients in using our online
platforms is essential, providing a walk alongside service to ensure that
patients can self-help in future.
Meeting organisational KPIs, the PECH will ensure that every patient
contact instils a sense of feeling well cared for and valued.
The PECH will also be
expected to undertake reception and admin duties as part of the role and supporting
the wider team in delivering a polite and professional service to the entitled
patient population.
Person Specification
Knowledge and skills
Essential
- Educated to GCSE level or equivalent
- Strong IT skills whilst being able to multi-task
- Excellent communication skills (written and oral)
- Clear, polite, empathetic telephone manner
- Ability to work as a team member and autonomously
Desirable
- Customer service qualification (NVQ) or equivalent
- Experience of working in a primary care environment
- Experience of working in a call centre environment
Person Specification
Knowledge and skills
Essential
- Educated to GCSE level or equivalent
- Strong IT skills whilst being able to multi-task
- Excellent communication skills (written and oral)
- Clear, polite, empathetic telephone manner
- Ability to work as a team member and autonomously
Desirable
- Customer service qualification (NVQ) or equivalent
- Experience of working in a primary care environment
- Experience of working in a call centre environment
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.
