Telephonist Operator

Essex Lodge Surgery

Information:

This job is now closed

Job summary

As a telephonist operator, you're usually the first point of contact for anyone who phones the surgery. To provide a high quality, professional service to patients, doctors, staff, colleagues, health service professionals and others.

To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients.

Main duties of the job

Ensure those patients without appointments but who need 'urgent consultations i.e Emergency Appointments are booked into appropriate slots and referred to a GP where necessary.

Amend and cancel patient appointment in line with practice appointments procedures ensuing optimum efficiency of the appointment system.

Answering incoming telephone calls, ensuring calls are documented and redirected accordingly.

Refer patients to pharmacy first/pharmacy were applicable. Training will be given.

About us

Essex Lodge Surgery is a GP Practice established in 1975, moved to current premise in 2000. The premise is a grade-2 listed building with purpose-built extension which was completed in 2018. The surgery is situated within NHS Newham Clinical Commissioning Group (CCG). The practice is a member of the Newham Central Primary Care Network (PCN).

Currently the practice provides services to approximately 17,000+ patients under a Personal Medical Services (PMS) Contract.

The practice has been a GP training and teaching practice since 1985, having two GP trainers and GP registrars. The practice provides training to physician associate (PA) and medical students from the Queen Mary University of London and medical students from Kings College London. Training and development are therefore an important part of the practices ethos.

Date posted

20 March 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A5290-24-0002

Job locations

94 Greengate Street

London

E13 0AS


Job description

Job responsibilities

As a telephonist operator, you will be the first point of contact for anyone who phones the surgery. To provide a high quality, professional service to patients, doctors, staff, colleagues, health service professionals and others.

To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients.

Job description

Job responsibilities

As a telephonist operator, you will be the first point of contact for anyone who phones the surgery. To provide a high quality, professional service to patients, doctors, staff, colleagues, health service professionals and others.

To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients.

Person Specification

Experience

Essential

  • Be friendly and welcoming on the phone.
  • Be patient and understanding.
  • Follow instructions and procedures.
  • Work accurately and methodically
  • Work in a team but able to use their own initiative.
  • Be able to deal with patients who may be angry or upset.
  • Be confident on the phone.

Desirable

  • Have good commination skills.
  • Have good organisations skills.
  • IT Skills
  • Excellent customer service.
  • Good telephone skills.
Person Specification

Experience

Essential

  • Be friendly and welcoming on the phone.
  • Be patient and understanding.
  • Follow instructions and procedures.
  • Work accurately and methodically
  • Work in a team but able to use their own initiative.
  • Be able to deal with patients who may be angry or upset.
  • Be confident on the phone.

Desirable

  • Have good commination skills.
  • Have good organisations skills.
  • IT Skills
  • Excellent customer service.
  • Good telephone skills.

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

Essex Lodge Surgery

Address

94 Greengate Street

London

E13 0AS


Employer's website

https://www.essexlodge.com/ (Opens in a new tab)

Employer details

Employer name

Essex Lodge Surgery

Address

94 Greengate Street

London

E13 0AS


Employer's website

https://www.essexlodge.com/ (Opens in a new tab)

For questions about the job, contact:

Operation's Manager

Pauline Payne

pauline.payne@nhs.net

Date posted

20 March 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A5290-24-0002

Job locations

94 Greengate Street

London

E13 0AS


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