About this role
Job summary
We are recruiting an Elective Care Telephonist to join our Community Support team. The post holder will be responsible for handling the day-to-day telephone communications and general administrative duties at our site based in Northwood.
Main duties of the job
Based at our office in Northwood, you will take responsibility for effective managing patients bookings, the triage process and using the E-referral service. This is a busy role, with lots of time spent on the phone liaising with patients and booking their appointments. You will need to have a proactive approach and be happy to pitch in and support other services as well as your own, depending on the business requirements.
About us
Harrow Health CIC
Our Vision:
To provide high quality patient care, enhancing patient experience by providing excellent clinical effectiveness in a safe environment. Working in partnership to provide gold standard services and develop a sustainable future for the local health community.
Job description Job responsibilities
Responsible for the day-to-day administrative duties of HHCIC clinics ( ENT, Gynaecology and Dermatology) . Managing patients bookings, triage process and using e-referral service and provide secretarial support. Assist in the preparation of consultant led clinics, ensuring efficient administrative support is provided to facilitate the smooth running of clinics by processing referrals received promptly, booking patients into suitable appointments, and ensuring that all record is maintained. Work access various location such as the GP Access Centre, Head Office, and Community Clinics. Deal with sensitive and difficult calls effectively and escalate issues to the service manager as appropriate. Assist in the collection of activity and audit data to support monthly reporting and invoicing. Ensure services meet their KPIs Attend various locations such as the Walk in centre and Clinics. The role will involve call handling and back office support functions To undertake other administrative tasks as required for other clinical services which may commence/ be developed. General office duties, to include answering telephone; taking messages; dealing with post; photocopying; faxing and organising meetings as required
Liaise with patients, clinicians and other service providers such as GP practices, GPwER, consultants and other private organisations working with HHCIC, as required, and providing excellent customer services
Using E-Referral System and EMIS Web
Support and provide feedback to Senior Coordinators/Service Manager
Person Specification
Skills Essential
Excellent Communication Skills both written & verbal Polite telephone manner Microsoft (Word, Excel) Literate Excellent Attention to detail The ability to remain calm under pressure
Desirable
Understanding of information governance and patient confidentiality
Qualifications Essential
- GCSE grade A to C in English and Maths
Desirable
- Experience with patients/ experience in customer service
Experience Essential
Polite telephone manner Excellent Communication Skills both written & verbal
Desirable
Knowledge of NHS Systems - EMIS Web, e-Referral System Previous experience of a similar role
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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Harrow Health CIC
Address Rear of Clearview Residential, Ground Floor, Metro House
203 Pinner Road
Northwood
HA6 1BX
Employer's website https://www.harrowhealth.org.uk (Opens in a new tab)