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• We think the purpose of this job is pretty simple … to provide ‘the best’ customer service … every day … every patient!

• As a Call Handler based in our Patient Central team, you are the voice of our Practice as you will be the first person many of our patients will come into contact with when booking their appointments.
• Not only do our patients need you to have a friendly telephone-smile and a reassuring demeanor … you will need this in bucket loads!

• You should be comfortable (and enjoy) working in a call centre environment and we look for people with a warm, friendly, and approachable personality with a reassuring smile radiating in your telephone voice and manner.

• Follow a call guide prompted by our electronic triage system to make a patient care request on the system. This then allows the system and our clinicians to point the patient to the most appropriate clinician type i.e. GP, Nurse, a range of allied health care professionals and Health Care Assistant roles and care type i.e. appointment / phone call / prescription / text advice / referral etc.
• Ensuring calls are handled efficiently working towards the targets within the team and making a real difference to the patient experience not just the patient on the phone but the next patient in the queue needing our care

• Various administration duties generated by patient calls and any other administration work associated to the Patient Central team. To follow accurately and efficiently administrative processes and procedures

Skills and Behaviours

Essential
Excellent communication and customer service skills,
Attention to detail,
IT literate
Ability to be discreet/ respect patient confidentiality
Desirable
Previous experience in a similar role is desirable but NOT essential.

We are looking for a minimum of 10 hours per week. The hours are between Monday to Friday 8am to 6pm. The working pattern and hours can be discussed.