Job summary
Spencer Private Hospitals are
looking to recruit a friendly and professional Telephonist to join our
dynamic team.
As the first point of contact
for our clients, you will play a crucial role in ensuring excellent customer
service.
Responsibilities will include :
answering incoming calls and directing them appropriately, managing a high
volume of calls efficiently, providing information and assistance to callers,
maintaining a polite and professional demeanor at all times.
If you are a motivated
individual with a passion for delivering exceptional customer service, we
would love to hear from you. Apply now
to join our team!
The role is based at our Head
Office in Betteshanger, Deal.
Full
Time Hours: 37.5 hours per week over 5 days, Monday to Friday, with
two shift patterns 8am, to 4pm and 9am to 5pm.
Interview Dates:- 13th and 14th August 2024
Main duties of the job
To provide a sympathetic and professional
telephone service to patients and service users. To operate a single service to support
Spencer Private Hospitals, answering all calls, connecting calls to the callers
requirements utilising appropriate resources available.
Handle enquiries from existing and prospective
clients professionally
To remain calm,
concise and polite when under pressure
Good
listening and interpersonal skills with the ability to communicate with all
grades of staff within Spencer Private Hospitals and other callers with
discretion, diplomacy and courtesy
Good vocabulary and professionalism, taking into
consideration the needs of patient/caller and their privacy and dignity
Ability to sound confident and concise when giving out relevant information
and keep up to date with developments within Spencer Private Hospitals to
ensure that accurate information is provided
Ability
to communicate information with accuracy
Ability
to understand the needs of others and to communicate with discretion and advise
and negotiate in difficult circumstances
Ability
to assess, resolve and refer enquiries
Ability
to judge the urgency of situations and respond accordingly
Ability
to use own judgement and discretion in the disclosure of information held
within the Spencer Private Hospitals database
Be a team player within the department
About us
Spencer Private Hospital (SPH) has a dedicated team which it augments with agency staff and colleagues from within the NHS. Their experience allows us to provide this excellence of care which is expected by our patients.
SPH offers appropriate education and training for the staff who work within the organisation and aspires to be the private provider of choice within Kent
Benefits of working for the organisation are significant and are not only limited to a generous salary offer.
Job description
Job responsibilities
Job Purpose:
To provide a sympathetic and professional telephone service to patients and service users. To operate a single service to support Spencer Private Hospitals, answering all calls, connecting calls to the callers requirements utilising appropriate resources available.
Key Relationships
Patients / Service Users
Relatives/Friends/Family
Colleagues
Consultants
NHS Colleagues
Stakeholders
SMT
Key Responsibilities
Operate a PC based switchboard to provide an efficient and effective service to both internal and external callers with the ability to communicate effectively with confidence and enthusiasm.
Quality
Handle enquiries from existing and prospective clients professionally
To remain calm, concise and polite when under pressure
Good listening and interpersonal skills with the ability to communicate with all grades of staff within Spencer Private Hospitals and other callers with discretion, diplomacy and courtesy
Good vocabulary and professionalism, taking into consideration the needs of patient/caller and their privacy and dignity
Ability to sound confident and concise when giving out relevant information and keep up to date with developments within Spencer Private Hospitals to ensure that accurate information is provided
Ability to communicate where communication is difficult due to language barriers, distress, hearing difficulties etc
Ability to communicate information of a non-clinical nature with accuracy
Ability to understand the needs of others and to communicate with discretion and advise and negotiate in difficult circumstances
Ability to assess, resolve and refer enquiries
Ability to judge the urgency of situations and respond accordingly
Ability to use own judgement and discretion in the disclosure of information held within the Spencer Private Hospitals database
Be part of a well established team and team player within the department
Workforce
- To participate in in-house training sessions and attend meetings and discussions when required.
- Other general ad-hoc administration duties as and when required and as directed by your line manager
Job description
Job responsibilities
Job Purpose:
To provide a sympathetic and professional telephone service to patients and service users. To operate a single service to support Spencer Private Hospitals, answering all calls, connecting calls to the callers requirements utilising appropriate resources available.
Key Relationships
Patients / Service Users
Relatives/Friends/Family
Colleagues
Consultants
NHS Colleagues
Stakeholders
SMT
Key Responsibilities
Operate a PC based switchboard to provide an efficient and effective service to both internal and external callers with the ability to communicate effectively with confidence and enthusiasm.
Quality
Handle enquiries from existing and prospective clients professionally
To remain calm, concise and polite when under pressure
Good listening and interpersonal skills with the ability to communicate with all grades of staff within Spencer Private Hospitals and other callers with discretion, diplomacy and courtesy
Good vocabulary and professionalism, taking into consideration the needs of patient/caller and their privacy and dignity
Ability to sound confident and concise when giving out relevant information and keep up to date with developments within Spencer Private Hospitals to ensure that accurate information is provided
Ability to communicate where communication is difficult due to language barriers, distress, hearing difficulties etc
Ability to communicate information of a non-clinical nature with accuracy
Ability to understand the needs of others and to communicate with discretion and advise and negotiate in difficult circumstances
Ability to assess, resolve and refer enquiries
Ability to judge the urgency of situations and respond accordingly
Ability to use own judgement and discretion in the disclosure of information held within the Spencer Private Hospitals database
Be part of a well established team and team player within the department
Workforce
- To participate in in-house training sessions and attend meetings and discussions when required.
- Other general ad-hoc administration duties as and when required and as directed by your line manager
Person Specification
Skills
Essential
- PC Literate
- Good working knowledge of Microsoft Outlook
- Exceptional customer service skills
- Proven track record of delivering service beyond all expectations
Desirable
- Directing high volumes of calls to other departments
Other
Essential
- Ability to travel between sites
Desirable
- Good written communication skills
Qualifications
Essential
- Maths and English GCSE or equivalent grade C or above
Desirable
Experience
Essential
- Proven experience working with the public over the phone
Desirable
- Knowledge/experience in a healthcare/medical environment
Personal Attributes
Essential
- Excellent communication skills
- Accuracy
- To be able to work under pressure
Desirable
- Flexible approach
- Previous experience working in a team
- Be able to accept and act upon direct instruction effectively
Person Specification
Skills
Essential
- PC Literate
- Good working knowledge of Microsoft Outlook
- Exceptional customer service skills
- Proven track record of delivering service beyond all expectations
Desirable
- Directing high volumes of calls to other departments
Other
Essential
- Ability to travel between sites
Desirable
- Good written communication skills
Qualifications
Essential
- Maths and English GCSE or equivalent grade C or above
Desirable
Experience
Essential
- Proven experience working with the public over the phone
Desirable
- Knowledge/experience in a healthcare/medical environment
Personal Attributes
Essential
- Excellent communication skills
- Accuracy
- To be able to work under pressure
Desirable
- Flexible approach
- Previous experience working in a team
- Be able to accept and act upon direct instruction effectively
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.
