Patient Contact Advisor
Job summary
*Are you caring, resilient and wanting to help make a real difference to people's lives?
*Do you have excellent communication skills and the ability to provide outstanding customer service in a call centre and front desk environment?
*Do you have the ability to efficiently handle phone calls and enquiries in a polite, professional and timely manner?
If you have answered yes to the questions above, then we would love to hear from you! We are looking for a committed and enthusiastic individual or individuals to join our well-established Patient Contact Team at our Medical Practice in Salisbury. Our Patient Contact Advisors provide and advise on healthcare information to patients by acting as the first point of contact by phone and/or face to face.
This is a permanent position and we have part-time hours available across Monday to Friday between the hours of 8am and 6.30pm (we are ideally looking to offer Monday afternoon and all day Thursday and Friday). We offer 5 weeks annual leave (pro rata), a competitive salary and the chance to join or continue in the NHS Pension Scheme.
Applicants must be eligible to work in the UK
Main duties of the job
The key duties of this role are as follows:
- To act as the first point of contact for patients and visitors by welcoming them at the front desk and/or by greeting them over the telephone.
- To make, amend or cancel appointments.
- To signpost requests to the most appropriate service, appointment or clinician.
- To ensure enquiries are answered in a timely and professional manner.
- To ensure patient confidentiality, respect, and dignity is adhered to at all times.
The ideal candidate(s) will have previous customer service experience (ideally in a medical environment, however not essential), will have experience working as part of a team and will have the ability to liaise with staff at all levels. Applicants must have a friendly disposition, flexible approach and be adaptable to change. We work in a fast-paced environment, therefore candidates must be fast learners and confident and competent using IT software.
About us
We are a friendly, forward thinking and supporting Medical Practice with a large clinical team consisting of GPs, Nurses, Nurse Associates, HCAs, Pharmacists, a Pharmacy Technician, and a First Contact Physiotherapist.
Job description
Job responsibilities
Please refer to Job Description attached to this advert for full details.
General duties of the role are as follows:
- To read, action and maintain the Patient Contact List system in accordance with the Practices policy and process.
- To explain the Practice arrangements and formal requirements for new patients, temporary residents and ensure procedures are completed.
- To arrange patient transport for those eligible.
- To share information regarding the complaints procedure.
- To assist with the document workflow process.
- To open, prepare and send letters where necessary.
- To assist with the cancellation of clinics as and when required.
- To open the Practice up in the mornings (front desk only).
- To accept specimens from patients and deliver to the appropriate storage facility (front desk only).
- To sign in and sign out medications including repeat prescriptions (front desk only).
- To accept deliveries addressed to the Practice (front desk only).
- To liaise with patients, carers, hospitals, community pharmacies and other local healthcare providers when required regarding queries and requests and to pass on messages.
- To undertake statutory and mandatory training as required
- To act with professionalism and ensuring that ethical conduct is adhered to at all times.
- To assist with training for new staff.
- To assist with the gathering of statistics and information when required.
- To participate and co-operate with any research projects.
- To work across different practices on an ad-hoc/when required basis.
- It will be necessary to attend and contribute to various practice meetings as requested.
This job description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners and the Management Team.
Person Specification
Qualities / Attributes
- Ability to multitask
- Open to feedback and willing to learn and develop
- Fast learner
- Adaptable to change
- Flexible approach to demand
- Strong team ethic
- Calm & professional disposition
- Caring & polite disposition
- Friendly & approachable
Knowledge
- Clinical computer systems in SystmOne (TPP)
Qualifications
- GCSE Grade C or above in Maths (or equivalent)
- GCSE Grade C or above in English (or equivalent)
- Qualifications at A Level standard (or equivalent)
Skills
- Competent and confident in using IT & computers
- Excellent communication skills, both verbal and written
- Excellent organisational skills
- Good telephone manner
Experience
- 1 year+ experience in a customer service role
- Working within a team
- Working independently
- Telephone call handling
- Working in a busy environment
- 2 years+ experience in a customer service role
- Working a reception style working environment
- Experience working within a confidential environment
- Experience working within a medical environment
- Experience working in General Practice and/or Primary Care
- Complaint handling & volatile situations
Employer details
Employer name
Salisbury Medical Practice
Address
Fisherton House
Fountain Way
Salisbury
Wiltshire
SP2 7FD
United Kingdom
Employer's website
https://www.salisburymedicalpractice.co.uk/