Job summary
An exciting opportunity has arisen for both Full-Time and Part-Time Booking Service Advisors, telephone based role, to join our team based in Pudsey, supporting two General Practices, Manor Park Surgery, Bramley and Robin Lane health and Wellbeing Centre, Pudsey.
Your experience of working with the public in a customer service, telephone-based role is essential and whilst experience in a healthcare environment would be advantageous, it is your excellent communication skills that are most important.
What is the purpose
of the job?
We think the purpose of the job is pretty simple…..to
provide the best patient care….every day….every patient!
As a call handler based in our central booking team, you can
have the privileged position for your work to make a real difference to our
patients and their families.
You are the voice of our practice as the first person many
of our unwell and anxious patients will come into contact with when booking
their appointments.
Our patients need you to have a friendly telephone-smile and
a reassuring demeanour to make them feel at ease.
Main duties of the job
- Operating in a call centre environment
- To take telephone calls from patients and other healthcare providers in a prompt and efficient manner
- To accurately record essential information on our clinical system (SystmOne) for two GP practices
- To make the most appropriate appointment for the patient i.e. GP, Nurse, Health Care Assistant etc (working for two GP surgeries with different protocols)
- Various administration duties generated by patient calls and other administration work
- To follow accurately and efficiently administrative processes and procedures
- Maintain patient confidentiality
- Other duties may reasonably be delegated from time to time
Please see supporting documents link on this jobs page 'GP Receptionist Call Handler Job Description' for more information.
About us
Clinicare Health Support Services Ltd is a well-established business supporting two GP practices in Leeds.
You will be working in a close-knit team, fully supported by our hardworking team leaders. We work across a multi-disciplinary team consisting of clinical and non-clinical staff, supporting the effective running of the GP practices.
Please see supporting documents link on this jobs page 'GP Receptionist Call Handler Job Description' for more information.
Job description
Job responsibilities
Post Tite: GP Receptionist / Call Handler
Location: Manor House, Robin Lane, Pudsey, LS28 7DE
Responsible to: Booking Services & Administration Manager
Status: Permanent
Hours: Full and part-time positions available. Working pattern to be agreed on appointment (Minimum of 25 hours for part time positions)
Job Purpose:
To provide an excellent service to patients telephoning the Booking Services Team by handling calls in a caring and efficient manner, ensuring customer queries are resolved where possible at the first point of contact. To provide an effective administrative service to clinicians.
The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.
This job description is subject to a flexibility clause and may change according to business requirements.
Job specification:
- Operating in a call centre environment
- To take telephone calls from patients and other healthcare providers in a prompt and efficient manner
- To accurately record essential information on our clinical system (SystmOne) for two GP practices
- To make the most appropriate appointment for the patient i.e. GP, Nurse, Health Care Assistant etc (working for two GP surgeries with different protocols)
- Various administration duties generated by patient calls and other administration work
- To follow accurately and efficiently administrative processes and procedures
- Maintain patient confidentiality
- Other duties may reasonably be delegated from time to time
Main Duties and Responsibilities:
- Handle
all telephone queries that come into the Booking Services Team and sign
post elsewhere if appropriate
- To
be vigilant of calls waiting, ensuring you respond promptly and positively
- Book
appointments for patients and cancel appointments where needed
- Transfer
calls to appropriate departments
- To
communicate effectively with patients, colleagues, clinicians and external
service providers
- Process
requests from external providers and relay information to patients in a
timely manner
- Carry
out chronic disease recalls and vaccination campaigns, booking relevant
slots working from a list to ensure clinics are fully utilised
- Ensure
patient records are accurate and kept up to date and that all patient
contacts are documented in the system using the care navigation template
- Informing
patients of test results and following up with instructions from
clinicians
- Carrying
out administrative duties which include scanning, chronic disease recalls,
tasks and out of hours report processing
- To
be knowledgeable of the duties and procedures which are carried out by
clinicians in order to book the correct appointments using our protocols
- Recognise
and alert the team leader/manager of trends in patient calls
- Support
a service where we want patients to feel that they are being treated
fairly with respect and compassion
This is not an
exhaustive list and it is expected that this role will develop as the business
grows.
Job description
Job responsibilities
Post Tite: GP Receptionist / Call Handler
Location: Manor House, Robin Lane, Pudsey, LS28 7DE
Responsible to: Booking Services & Administration Manager
Status: Permanent
Hours: Full and part-time positions available. Working pattern to be agreed on appointment (Minimum of 25 hours for part time positions)
Job Purpose:
To provide an excellent service to patients telephoning the Booking Services Team by handling calls in a caring and efficient manner, ensuring customer queries are resolved where possible at the first point of contact. To provide an effective administrative service to clinicians.
The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.
This job description is subject to a flexibility clause and may change according to business requirements.
Job specification:
- Operating in a call centre environment
- To take telephone calls from patients and other healthcare providers in a prompt and efficient manner
- To accurately record essential information on our clinical system (SystmOne) for two GP practices
- To make the most appropriate appointment for the patient i.e. GP, Nurse, Health Care Assistant etc (working for two GP surgeries with different protocols)
- Various administration duties generated by patient calls and other administration work
- To follow accurately and efficiently administrative processes and procedures
- Maintain patient confidentiality
- Other duties may reasonably be delegated from time to time
Main Duties and Responsibilities:
- Handle
all telephone queries that come into the Booking Services Team and sign
post elsewhere if appropriate
- To
be vigilant of calls waiting, ensuring you respond promptly and positively
- Book
appointments for patients and cancel appointments where needed
- Transfer
calls to appropriate departments
- To
communicate effectively with patients, colleagues, clinicians and external
service providers
- Process
requests from external providers and relay information to patients in a
timely manner
- Carry
out chronic disease recalls and vaccination campaigns, booking relevant
slots working from a list to ensure clinics are fully utilised
- Ensure
patient records are accurate and kept up to date and that all patient
contacts are documented in the system using the care navigation template
- Informing
patients of test results and following up with instructions from
clinicians
- Carrying
out administrative duties which include scanning, chronic disease recalls,
tasks and out of hours report processing
- To
be knowledgeable of the duties and procedures which are carried out by
clinicians in order to book the correct appointments using our protocols
- Recognise
and alert the team leader/manager of trends in patient calls
- Support
a service where we want patients to feel that they are being treated
fairly with respect and compassion
This is not an
exhaustive list and it is expected that this role will develop as the business
grows.
Person Specification
Experience
Essential
- Excellent Customer Service experience.
- Computer literate in excel, word and outlook.
- Good Listening skills.
- Attention to detail and accuracy.
- Stress tolerance when dealing with increasing number of calls and difficult patients.
- Professional verbal and written communication skills are essential.
- Act and communicate with empathy and customer focus.
- Strong interpersonal and relationship-building skills.
- Excellent command of spoken and written English
- Confident, positive and enthusiastic approach each time you interact with a customer.
- Able to demonstrate flexibility and adaptability in a changing environment
- Able to work constructively with internal and external parties to resolve issues at source
- Able to receive and act appropriately on developmental feedback
- Able to multi-task.
- Please see supporting documents link on this jobs page 'GP Receptionist Call Handler Job Description' for more information.
Person Specification
Experience
Essential
- Excellent Customer Service experience.
- Computer literate in excel, word and outlook.
- Good Listening skills.
- Attention to detail and accuracy.
- Stress tolerance when dealing with increasing number of calls and difficult patients.
- Professional verbal and written communication skills are essential.
- Act and communicate with empathy and customer focus.
- Strong interpersonal and relationship-building skills.
- Excellent command of spoken and written English
- Confident, positive and enthusiastic approach each time you interact with a customer.
- Able to demonstrate flexibility and adaptability in a changing environment
- Able to work constructively with internal and external parties to resolve issues at source
- Able to receive and act appropriately on developmental feedback
- Able to multi-task.
- Please see supporting documents link on this jobs page 'GP Receptionist Call Handler Job Description' for more information.
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.
