KEY DUTIES AND RESPONSIBILITIES:
1. Answering high volume calls: Respond to patient calls efficiently and courteously, providing clear and concise information. Document interactions accurately in EMIS using Ardens Navigation Template.
2. Patient triage: After training, triage calls using questioning techniques to understand patient issues and direct them to appropriate care. Recognize serious problems and escalate immediately to the relevant clinician.
3. Patient management and relationship building: Develop strong relationships with team members and healthcare professionals. Maintain knowledge of practice services and guide patients to suitable resources inside or outside the practice.
4. Handling requests and communications: Respond to online and email requests, scan and forward documents, and support the pharmacy team with prescription requests, processing prescriptions within standard timeframes.
5. Confidentiality and compliance: Maintain strict confidentiality, adhere to Data Protection Act 1984, Information Governance, and Caldicott Principles.
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