We are currently looking for an enthusiastic person with excellent communication skills to join our well respected Patient Central Team. The team is responsible for taking enquiries from patients and making sure they are dealt with in a timely and professional manner.
Here at PMG, we are looking for people with positive outlook who have:
* Excellent communication and customer service skills,
* IT literate
* Ability to be discreet/ respect patient confidentiality
* Previous experience in a similar role is desirable but NOT essential.
We are looking for a minimum of 15 hours per week. The hours are between Monday to Friday 8am to 6pm. The working pattern and hours can be discussed.
Main duties of the job
We think the purpose of this job is pretty simple to provide the best customer service every day to every patient.
As a Call Handler based in our Patient Central team, you are the voice of our Practice.
About us
Priory Medical Group (PMG) is an award winning large multi-site training practice based in the beautiful city of York. Our team is made up of a highly-skilled, experienced and varied work force doing their very best for our patients.
Here at PMG, we value the wellbeing and health of our staff and as a result we offer various resources to support the mental health of our employees. As part of the PMG team, you will have access to free confidential counselling and extensive wellbeing resources accessible through the NHS.
We are also a Disability Confident Committed Employer and actively encourage applicants with a disability and/or long-term health condition to apply for our job vacancies. We already support a number of existing employees who have a disability and/or a long-term health condition, so that they are able to stay in work.
If this sounds like you and you fancy working as part of a close knit team in a fast paced environment where no two days are the same, then please apply by submitting your CV.
Job responsibilities
* 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
Person Specification
Skills and Behaviours
* Excellent communication and customer service skills,
* IT literate
* Ability to be discreet/ respect patient confidentiality
* Previous experience in a similar role is desirable but NOT essential.
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