An excellent opportunity has arisen for a full time Telephone Patient Services Advisors to join a friendly andbusy GP Practice. The successful candidates will assist in offeringgeneral assistance to the Practice Team and project a positive and friendlyimage to patients and other visitors via the telephone. The post holderswill receive calls, assist and direct patients in accessing the appropriateservice or healthcare professional in a courteous, efficient and effective way.
Main duties of the job
Dealing with a high volume of incoming telephone calls from patients, healthcare professionals and other organisations/individuals to assist with the booking of appointments, managing prescriptions and results, general enquiries, problem solving and a range of other requests, ensuring all callers receive a 'Gold Standard' service.
About us
The currentlist size of Danetre Medical Practice is approximately 12,800. Any increaseover the last ten years has been due mainly to; natural change (more birthsthan deaths); building development within Daventry itself and more recentlymigration from the rest of the UKand overseas. The boundaries of the Practice show we are large in terms ofgeographical size, with the majority of the land classified as rural.
Thepractice itself is located in close proximity to Daventry Town centre in amodern building adjoining Danetre Hospital (a community hospital which openedin September 2006) offering a wide range of services and delivering a highstandard of care. Also attached to the Practice operating independently isBoots Chemist.
Currentlythe practice works with 5 x GP partners, 1 x Managing Partner, 5 x salaried GPs,3 x Practitioners, 1 x Clinical Pharmacist and Pharmacy Technician and over 300hrsof Clinical nursing support.
Job responsibilities
The post holder holds a position of importance, being the crucial link between the doctors, staff and patients.
Full training will be given in all aspects of the job.
Telephone calls are monitored and used for training purposes and to accurately record patient and GP information
You will be required to wear a uniform and name badge, for which an allowance will be provided.
You will be expected to attend regular staff meetings. The meetings provide an opportunity to discuss matters arising from the job and can be used for in-house training.
The post holders will be expected to deliver a high quality, diverse, patient centred service.
To work as part of a team delivering a first class, professional patient service, using a range of communication and administrative methods, to ensure that where possible patient enquiries are resolved at the first point of contact.
Person Specification
Qualifications
* GCE/GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
Experience
* Must have customer/patient care skills and have worked in a customer/patient facing environment, ideally in a Contact/Call Centre with a minimum of 1 year experience
* Demonstrable excellent verbal communication skills
* Experience of dealing with a high volume of calls, some of which may be challenging in nature
* Ability to work on own initiative and as part of a team
* Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision
* Excellent organisation skills required along with ability to prioritise and work to very high standards of performance
* Ability to remain calm when dealing with challenging or distressed callers
* Understanding of the needs for confidentiality and compliance with service regimes
* Able to think ahead and anticipate issues
* Ability to be assertive, but polite and patient
* Competence in Microsoft Office packages (Outlook, Word, Excel
* Experience of working in a fast paced public sector/healthcare environment would be advantageous
* Experience of working with CRM/clinical systems such as Systm1 would be desirable
* Experience of using web chat platforms would be advantageous
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.
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