We are currently looking for enthusiastic people with excellent communication skills to join our Call Centre Team at Lister House Surgery. The team is responsible for taking enquiries from and booking appointments for patients, making sure they are dealt with in a timely and professional manner.
We have both part time (minimum 20 hours) and full time hours available.
We are looking for people with a positive outlook who have:
* Excellent communication and customer service skills
* Pay attention to detail
* Are IT literate
* Can be discreet/respect patient confidentiality
* Previous experience in a similar role is desirable but NOT essential
Main duties of the job
* Use and populate the electronic record system for clinical records (SystmOne) or other service systems with accurate information
* Follow our Patient Pathway to generate an appropriate outcome or signpost to another service
* Follow a detailed script ensuring patient requirements are met
* Follow agreed processes for dealing with emails on Outlook and tasks on SystmOne, on a daily basis prioritising both urgency and importance, taking responsibility for signposting or dealing with queries regarding issues arising
About us
If you are looking for somewhere you can make a real difference and are passionate about keeping people safe, well and out of hospital, starting a career at Lister House Surgery might be what you are looking for. At Lister House we strive to make a real difference to the health and wellbeing of our staff and patients.
Some benefits of working at Lister House Surgery:
* Access to Blue Light Discount
* Generous holiday entitlement
Job responsibilities
Please view the attached Job Description and Person document for full details regarding this post.
When completing your application form please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Skills
* Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communication situations (difficult patients)
* Good interpersonal and organisational skills
* Ability to translate information and details accurately both verbally and in writing
* Understanding acceptance and adherence to a strict code of confidentiality
* A good working knowledge of Microsoft Office products and the ability to use email/internet
* Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries
Qualifications
* Educated to GCSE level including English and Maths Grade C or equivalent
* NVQ level 2 in customer service or similar customer service qualifications
Experience
* 1 year experience in a customer service/reception environment
* Previous experience of team working in an NHS setting
* Experience of using OneSystm (or similar)
Other Requirements
* Proven ability to liaise appropriately with members of staff at all levels
Personal Qualities
* Ability to maintain confidentiality
* Able to cope well under pressure
* Polite and friendly
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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