An exciting opportunity has arisen for an experienced call handler to join the Beacon Medical group phonehub team. This role is to support our patients with their medical queries and ensure that they are signposted to the correct care first time. Your role as a call handler will be varied, and good communication with patients and colleagues will be key.
The phone hub is open Monday to Friday between 08:00 and 18:30, operating morning and afternoon shifts from 08:00 to 13:15 and 13:15 to 18:30. The Phone Hub is part of the dedicated team behind Beacon.
The vacancy is for 15.5 hours per week:
* Mondays 13:15-18:30
* Tuesdays 08:00-13:15
* Fridays 13:15-18:15
Our focus is on improving services and providing high-quality care to our patients while supporting the local health system to build sustainable, integrated services to meet current and future health and wellbeing needs.
Our offer includes:
* Induction programme
* Protected learning time
* Practice internal training events
* Opportunities for CPD
* Regular reviews
* Staff communications group
Other benefits include NHS discounts and access to NHS staff wellbeing services.
Please ensure your application is entirely your own work; applications generated by AI will not be considered.
Main duties of the job
Support patients with medical queries, signposting to appropriate care, and maintaining accurate data entry into our clinical system. Communicate effectively via phone, face-to-face, and digital formats. Experience in these areas is preferred but training will be provided. Follow GDPR guidelines, work efficiently, and adhere to practice policies and procedures. The role is varied and engaging, requiring a flexible, team-oriented, and customer-focused attitude.
About us
Beacon Medical Group Practice is a single-site Primary Care Network serving 43,000 patients across Plympton and South Hams, comprising various healthcare professionals committed to delivering excellent, innovative primary care services.
Joining us offers support, development opportunities, training, and a caring team environment.
Job responsibilities
Key Responsibilities:
* Own your self-development and undertake training as needed.
* Perform duties appropriate to the role, including working flexible hours.
* Greet patients and visitors courteously, providing assistance and maintaining a professional image.
* Facilitate communication within the healthcare team and with external agencies.
* Coordinate with community professionals and ensure efficient reception services.
* Provide excellent customer care, handle patient surveys, and resolve issues effectively.
* Manage specimen collection, patient transport, and appointment bookings accurately.
* Process prescriptions, follow up on test results, and assist with patient registrations.
* Support facilities management, including supplies and security protocols.
* Use practice systems like SystmOne efficiently and contribute to service improvements.
* Support health and safety, equality, diversity, governance, and confidentiality policies.
Person Specification
Experience
* Experience working with the public in a busy environment
* Understanding of diverse patient needs and safeguarding procedures
* Experience handling high-volume calls and working within a healthcare setting
Qualifications
* Good general education or relevant experience
* NVQII in Customer Care or equivalent
Skills
* Excellent communication and interpersonal skills
* Computer literacy and a polite telephone manner
* Ability to handle sensitive issues and work under deadlines
* Teamwork, flexibility, problem-solving, and confidentiality skills
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