Central Durham GP Providers Limited is looking for a motivated and proactive call handler to receive, assist and make direct phone calls to member practices of Durham East and Durham West Primary Care Networks.
This part time role will cover Wednesday 10:30am- 18:30pm, Thursday 09:00am - 17:00pm - Friday 10:30am - 18:30pm (22.5 hours)
To navigate an appointment booking system for the Enhanced Access Service, answering a high volume of calls and providing general administrative support to colleagues as required.
The right candidate will be able to support the team with day-to-day activities and provide an element of cover or additional resource to our Durham Enhanced Access Service. The role requires a flexible approach and to work under the direction of the management team to improve standards across a wide range of organisational activities.
Main duties of the job
* Being the first point of contact for member practices to arrange appointments in the Enhanced Access Service. Ensuring telephones are answered promptly and all calls are managed appropriately in a professional manner.
* Registering patients onto the SystmOne clinical system.
* Ensure appropriate appointment types are booked in accordance with the request made by the requesting practice in line with policy.
* Ensuring patient records are accessed in accordance with the IG, Data Protection and Caldicott Principles.
* Use a variety of software packages (including Excel, MS Office and rota software).
* Excellent communication skills and resilience are required for dealing with a high demand of calls and queries.
* To be a confident and hardworking team player with a can‑do approach to all tasks.
* Provide a positive and friendly approach both to patients and colleagues.
* Promote and maintain CDGPP core values.
* A working pattern between the operational hours of the service with flexibility to cover additional shifts, including those of the Enhanced Access Service.
* Working across hub sites when required.
About us
Central Durham GP Providers Limited aims to ensure patients registered within the Durham Constituency of the North East and North Cumbria (NENC) ICB are provided with high‑quality, cost‑effective health care when accessing services provided by CDGPP.
The people at the heart of the Federation are a friendly collaborative team who welcome and encourage innovative ways of working.
We are building a sustainable workforce that is fully equipped and motivated for the work we undertake and constantly seek to expand opportunities which allow the development of our staff.
CDGPP offers its own Terms and Conditions of employment which differ to the National NHS Terms and Conditions. As an employee in the company, you will benefit from access to the National Employment Savings Trust (NEST) pension scheme.
Job responsibilities
The post-holder will be required to promote and support the mission and vision of the service for which they are responsible.
They will:
* Adapt to and support any changes that are implemented to improve the service.
* Provide a caring service and treat those whom they come into contact with in a courteous and respectful manner at all times.
* Demonstrate their commitment by the efficient completion of all tasks allocated to them.
* Carry out their duties and responsibilities in compliance with health and safety policy as well as statutory regulations.
* Adhere to equal opportunities policy throughout the course of their employment.
* Promote Equality, Diversity, Health and Safety of yourself as well as others.
Qualifications
* Good standard of general education including Maths and English.
* Knowledge of Microsoft Word, Excel and Outlook.
Experience
* Good interpersonal and communication skills.
* Proven experience of working in an office environment/busy reception.
* Awareness and maintenance of confidentiality.
* Accurate and methodical in completing tasks.
* Proactive and flexible with good time management.
* Working knowledge of SystmOne Clinical software and Staff Rota Systems.
Other
* Full, valid driving licence and use of own car.
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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