Job Summary
This role is a telephone-based position located at our practice, set within a fast-paced environment. You'll be responsible for assisting patients with their general inquiries, explaining procedures, and scheduling both new and follow-up appointments. You'll rely on your judgment and excellent communication skills to ensure that patients are accommodated in an organised and non-disruptive manner. Additionally, you'll be responsible for promptly and courteously answering all incoming phone calls, maintaining effective communication with patients, visitors, and practice staff to ensure the smooth and punctual operation of our surgeries. Operating our clinical computer system and ensuring high-quality data entry will also be part of your role. You will collaborate with various external agencies such as transport, phlebotomy, hospitals, and multi-disciplinary teams to facilitate comprehensive patient care.
Duties
1. Call handle all incoming calls.
2. Inform patients of appointment process and educate patients on how to access the right service at the right time, care navigation.
3. Maintain an efficient appointment system by offering new and follow-up appointments.
4. Record requests for home visits.
5. Act as the heart of the organization by passing on messages to other departments.
6. File and extract patient records as required.
7. Respond to general inquiries and explain surgery procedures to enquirers.
8. Manage live requests via other forms of communication channels such as E-Cons.
9. Triage patients via triage software and ensure patients are accessing the right service.
10. Work alongside other departments within the organization to ensure all patients complete their journey to the right service.
11. Call patients to invite them in for their long-term disease management or other general health conditions.
12. Work alongside rota coordinator to ensure all clinics are full.
13. Liaise with hospital, social, and nursing services staff as required.
14. Treat patients with courtesy and efficiency and provide a helpful response to all inquiries received.
15. Handle routine verbal information and requests from patients and other callers in person and on the telephone.
16. Register and document patients in accordance with practice policy.
17. Comply with Data Protection Act requirements for confidentiality of patient information.
18. Use NHS net, internet, and e-mail as appropriate and in line with practice protocol.
19. Contribute to training and induction of new staff.
20. Ensure visitors to the practice are checked in line with practice policy.
21. Participate and contribute to regular practice meetings as deemed necessary.
Job Types: Full-time, Part-time
Pay: £11.44 per hour
Additional pay:
* Bonus scheme
Benefits:
* Company events
* Company pension
* Gym membership
Schedule:
* Day shift
* Monday to Friday
Ability to commute/relocate:
* Dunstable: reliably commute or plan to relocate before starting work (required)
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer service: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person
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