About this role
Job summary
Provide patients and other callers with a compassionate, professional call handling service, to signpost callers to appropriate services efficiently and positively, in line with set key performance indicators
Main duties of the job
Work as part of a busy team to receive a high volume of inbound calls to the practice from patients, relatives, carers and other healthcare providers.
Achieve and exceed agreed Key Performance Indicators (KPIs), for example call wait times.
Utilise excellent communication and listening skills to obtain information and accurately assess patients needs and expectations.
Appropriately manage patients expectations in a calm and courteous manner.
Treat callers with dignity and respect at all times
Promptly complete any follow up actions after calls such as seeking clinical advice, sending electronic tasks or liaising with third party providers.
Sensitively and effectively manage potentially emotionally challenging or complex calls and endeavour to defuse difficult situations where possible.
Ensure all contacts with patients are clearly and accurately documented on the computer system at the time of contact.
Support elderly patients and those who do not have access to online services
Direct and support patients to book appointments online where appropriate
Send clear and informative text messages to patients.
Proactively encourage formal feedback from patients about the service they have received, to enable the Partnership to identify learnings to help improve our services.
About us
Living Well Partnership is made up of 8 GP surgeries working innovatively to change the way we deliver great patient care and fast, effective patient communication.
Job description Job responsibilities
Work as part of a busy team to receive a high volume of inbound calls to the practice from patients, relatives, carers and other healthcare providers. Achieve and exceed agreed Key Performance Indicators (KPIs), for example call wait times. Utilise excellent communication and listening skills to obtain information and accurately assess patients needs and expectations. Appropriately manage patients expectations in a calm and courteous manner. Use sound judgement and knowledge of processes and care pathways, to ensure that patients are appropriately signposted, advised or triaged on first contact, helping to reduce call volumes and the need for subsequent contact. This may include directing patients outside of General Practice. Treat callers with dignity and respect at all times Promptly complete any follow up actions after calls such as seeking clinical advice, sending electronic tasks or liaising with third party providers. Sensitively and effectively manage potentially emotionally challenging or complex calls and endeavour to defuse difficult situations where possible. Ensure all contacts with patients are clearly and accurately documented on the computer system at the time of contact. Support elderly patients and those who do not have access to online services Direct and support patients to book appointments online where appropriate. Send clear and informative text messages to patients. Proactively encourage formal feedback from patients about the service they have received, to enable the Partnership to identify learnings to help improve our services.
Person Specification
skills Essential
Proven experience as a call handler in a fast-paced environment Ability to manage high call volumes without comprising quality Strong listening abilities Displays willingness to learn Strong team spirit
Experience Essential
Knowledge using a suite of GP Clinical Systems Knowledge of healthcare signposting and care pathways is desirable
Qualifications Essential
Evidence of customer service training or qualification is desirable
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.
Employer details Employer name Living Well Partnership
Address Weston Lane Surgery
Weston Lane
Southampton
Hampshire
SO19 9GH
United Kingdom
Employer's website https://www.livingwellpartnership.co.uk/ (Opens in a new tab)