Lea Vale Medical Group are looking for a call handler/patient navigator with experience in customer service to join our long-standing, friendly surgery.
Monday - Wednesday 10:30am-18:30pm
This is an exciting role as you'd be joining an established non-clinical team that is rated outstanding by the CQC.
You will become part of our dedicated reception team and strive to ensure our patients receive the best possible service from the Practice. With good communication skills and the ability to respond sympathetically to queries and direct people appropriately, you will have strong organisational skills and be able to multi-task.
As an employee of Lea Vale Medical Group, you will also enjoy the following benefits:
- Comprehensive induction
- Competitive Salary
- NHS Pension
- Support to guide your personal and professional development
- Excellent training opportunities
Our receptionist team help patients to access the right services, assist with keeping health records accurate and up-to-date, and ensure that appointment bookings are well-managed.
You will be based either answering calls in our dedicated call centre or working in our patient navigator team. We are looking for someone who is confident and has an empathetic manner. You will have a caring approach and be hard working and motivated to provide the best patient experience.
Key Responsibilities:
- Answer incoming calls promptly from patients, addressing their queries, concerns, or appointment requests.
- Maintain a professional and empathetic approach when interacting with patients, ensuring clear and accurate communication.
- Make appointments for patients to see GPs, nurses or others.
- Demonstrate a patient-centred approach in all interactions, ensuring a positive and supportive experience.
- Handle patient concerns and complaints professionally
- Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
- Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
- Accurately record details
- Make sure patient information is entered accurately and stored confidentially
- Take requests for phone consultation and home visits and record on the system following the procedure
- Carry out range of clerical duties, as required
Previous medical or healthcare receptionist experience is desirable but not necessary as full training will be given
Person Specification
Qualifications
Essential
- Good level of education to GCSE standard or equivalent
Experience
Essential
- Experience of working in a customer services/other front line situation
- Computer literate with excellent keyboard skills
- Self-starter, able to work on own initiative, following set procedures and protocol
Desirable
- Use of clinical system software eg. SystmOne
- Previous NHS experience ideally within a GP setting
Skills and Abilities
Essential
- Advanced working knowledge of Office 365 applications
- Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances
- An understanding, acceptance and adherence to the need for strict confidentiality
- Can plan own work and multi-task
- Able to accept and deal with a heavy workload
Desirable
- An enquiring mind with a willingness to learn new skills and procedures
FOR FULL JOB DESCRIPTION AND PERSON SPECIFICATION PLEASE SEE:
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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.
We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
Benefits:
- Company pension
- Employee discount
- On-site parking
- Sick pay
- Store discounts
Education:
- GCSE or equivalent (preferred)
Language:
Pay: £13.16 per hour
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Store discount
Work Location: In person
