Overview
Patient Advisor - phone hub role at Beacon Medical Group.
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Job Summary
An experienced call handler is sought to join the Beacon Medical group phone hub team. The role is to support patients with their medical queries and ensure they are signposted to the correct care first time. The role is varied, and good communication with patients and colleagues is essential.
The phone hub operates Monday to Friday between 08:00 and 18:30, with morning and afternoon shifts: 08:00–13:15 and 13:15–18:30. Vacancy is for 15.5 hours per week with the following pattern: Mondays 13:15–18:30; Tuesdays 08:00–13:15; Fridays 13:15–18:15.
Beacon Medical Group is part of the local healthcare network focused on improving services and delivering high quality care to patients while supporting sustainable integrated services for the community.
Our Offer / Benefits
* Induction programme
* Protected learning time
* Cross site practice meetings
* Practice internal training events
* Opportunities for CPD
* Regular reviews
* Staff communications group
* NHS Discounts
* Access to NHS Staff wellbeing services
Important Note
Applicants should ensure that their application is their own original work. Applications generated by artificial intelligence will not be considered.
Main Duties of the Job
The successful applicant will provide support to patients using excellent customer service skills and ensure accurate data input and record-keeping in the clinical system. You will support patients over the phone, face to face, and via digital formats. Training will be provided. You will follow GDPR guidance and work at a fast pace to deliver high-quality service. Knowledge of medical reception work and following practice guidelines, policies, and procedures is essential. The role is varied and offers ongoing engagement.
Key activities include handling telephone requests for appointments, visits, and telephone consultations; signposting to appropriate services using in-house triage guidance; managing the appointments system; processing prescription requests; handling patient registrations; providing facility support; and contributing to safe and effective practice operations. You will also respond to system-wide alerts and support colleagues in developing and improving services.
Person Specification
Experience
* Experience of working with the general public
* Good keyboard skills
* Experience of working in a busy environment
* Understanding of different patients and carer groups and needs
* Awareness of safeguarding and data protection
* Experience of high-volume telephone calls and managing workload
* Ability to develop productive relationships with the healthcare team
Qualifications
* Good standard of general education or equivalent experience
Desirable
* Experience in a General Practice receptionist role
* Patient/customer service-related training
* Knowledge of local health resources
* Knowledge of the Data Protection Act and how it applies
* Demonstrable experience using SystmOne (appointment system)
The Groups Values
* Demonstrates understanding of the group values
Skills
* Effective communication and interpersonal skills
* Good computer literacy
* Clear, polite telephone manner
* Strong customer service skills
* Ability to handle sensitive issues calmly
* Time management and ability to meet deadlines
* Ability to work with minimal supervision and use initiative
* Ability to follow practice protocol in emergencies
* Team player with flexible approach
* Problem solving and process improvement mindset
* Sensitivity to service users and carers
* Willingness to develop and identify training needs
* Confidence in understanding practice policy and protocols
Employer details
Beacon Medical Group
Address: Mudge Way, Plymouth, PL7 1AD
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