Federation Call Handler / Administrator

Job summary

Central Durham GP Providers Limited is looking for a motivated and proactive call handler to receive, assist and make direct phone calls to member practices of Durham East and Durham West Primary Care Networks.

This part time role will cover Wednesday - Friday 10.30am - 6.30pm (22.5 hours)

To navigate an appointment booking system for the Enhanced Access Service, answering a high volume of calls and providing general administrative support to colleagues as required.

The right candidate will be able to support the team with day-to-day activities and provide an element of cover or additional resource to our Durham Enhanced Access Service. The role requires a flexible approach and to work under the direction of the management team to improve standards across a wide range of organisational activities.

Main duties of the job

• Being the first point of contact for member practices to arrange appointments in the Enhanced Access Service. Ensuring telephones are answered promptly and all calls are managed appropriately in a professional manner.
• Registering patients onto the SystmOne clinical system.
• Ensure appropriate appointment types are booked in accordance with the request made by the requesting practice in line with policy.
• Ensuring patient records are accessed in accordance with the IG, Data Protection and Caldicott Principles.
• Use a variety of software packages (including Excel, MS Office and rota software).
• Excellent communication skills and resilience are required for dealing with a high demand of calls and queries.
• To be a confident and hardworking team player with a can-do approach to all tasks.
• Provide a positive and friendly approach both to patients and colleagues.
• Promote and maintain CDGPP core values.
• A working pattern between the operational hours of the service with flexibility to cover additional shifts, including those of the Enhanced Access Service.
• Working across hub sites when required.

About us

Central Durham GP Providers Limited aims to ensure patients registered within the Durham Constituency of the North East and North Cumbria (NENC) ICB are provided with high-quality, cost-effective health care when accessing services provided by CDGPP.

The people at the heart of the Federation are a friendly collaborative team who welcome and encourage innovative ways of working.

We are building a sustainable workforce that is fully equipped and motivated for the work we undertake and constantly seek to expand opportunities which allow the development of our staff.

CDGPP offers its own Terms and Conditions of employment which differ to the national NHS Terms and Conditions. As an employee in the company, you will benefit from access to the National Employment Savings Trust (NEST) pension scheme.