Job summary
The job of the Receptionist and Call Centre Operative is avaried role. The role provides a pointof contact for patients and clinical staff as well as the full range of generalreceptionist administrative duties. The post holder is required to becourteous, sympathetic, and professional in these dealings. The need toliaise effectively with other health professionals and colleagues is a majorrequirement of this post.
The roleof the Reception and Call Centre Operative is to:
Receive and make telephone calls (divertingcalls and taking messages, ensuring accuracy of detail and prompt appropriatedelivery)
Receive, assist and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient and effective way.
Provide general assistance to thePractice team and project a positive and friendly image to patients and othervisitors, either in person or via the telephone
Main duties of the job
Making appointments and signposting patients to appropriateservices, giving out test results, home visit requests, contacting otherproviders and actioning tasks from clinicians using our Systm One clinicalsystem.
Answering a high volume of telephones call in to thepractice and directing the calls to the appropriate person/team.
We are looking for candidates with a background of customerservice and who have experience of dealing with the public over the telephone. Strongadministrative and IT skills are essential, as is the ability to work calmlyunder pressure.
In return the post offers the opportunity to meet peoplefrom all walks of life, together with the job satisfaction of working as anintegral part of a friendly team. Wealways aim to be caring, collaborative, hardworking, innovative, and open. If you share our values, we would love tohear from you.
We are committed to our responsibilities under the EqualityAct and welcome applications from all who believe they have the essentialrequirements for the job.
About us
Opportunities exist for Permanent Full and Part Time Receptionist and Call Centre Operatives. The successful candidate must be prepared to work various shifts with a start time of 8am, or a finish time of Monday to Friday. As the first point of contact for our patients, you will play a vital role in ensuring the smooth running of our practice. Your friendly demeanour and excellent customer service skills will make our patients feel welcome and supported.
East Norfolk Medical Practice is a friendly 16 partner GP practice, including physician associates and paramedics providing excellent health care to our growing population of approximately 32000 patients over four sites in the Great Yarmouth area. We are committed to improving the health, wellbeing and lives of our patients and colleagues in a friendly, supportive, pro-active and well- organised working environment.
Job description
Job responsibilities
Please reference our Job Description attached.
1. Key relationships
2. Main Duties, OutlineResponsibilities and Work Portfolio
3. Patient/Client Care and Support
4. Financial, budgetary and contract management
5. Organisational Policy
6. Communicationand Information
7. Research and Audit
8. Corporate Responsibilities
Person Specification
Communication skills
Essential
9. Able to communicate to staff at all levels
10. Able to develop effective relationships both internally and with patients
11. Experience of dealing effectively with confidential and/or sensitive information
Desirable
12. Ability to speak in a relevant second language
Other
Essential
13. Ability to concentrates
14. Effective keyboard/IT skills
15. Experience of routinely using VDUs
Desirable
16. Ability to make effective judgements within defined parameters and referring to others as appropriate
17. Experience of dealing with competing work demands
18. Ability to diffuse difficult situations
19. Experience of maintaining tidy workspace
20. Ability to travel to other sites
Qualifications
Essential
21. Experience of delivering high quality customer service
22. Experience of dealing effectively with challenging people
23. Experience of dealing with the public both by telephone and face to face
24. Educated to GCSE C level or equivalent
Desirable
25. Experience of using MS software
26. Knowledge of local health system
27. Experience of working within a primary care setting
28. Call Centre experience
Planning & Analytical skills
Desirable
29. Able to analyse basic information
30. Experience of working to deadlines whilst managing a high volume of a varied workload
31. Flexible approach to work
Leadership & People skills
Essential
32. Experience of supporting and assisting others
Desirable
33. Effective team worker