Job Description
Job Description
Call Handler/Call re-Call
Full Job Description
Job title:
Call Handler/Call re-Call
Location:
Hayes
Reports directly to:
Why work for us?
DCS provide backup services in this busy medical practice. DCS grew out of the best practices from two primary care center's based in Hillingdon over three years ago. The founders of DCS are GP partners in their practices and thrive on best practice in medical care. Our core aim is to embrace health equality to its fullest. We are on a mission to improve patient health outcomes by recognising and addressing levers that will influence and bring about change. Simply put, we want to improve patients' lives by solving problems in healthcare! We want you to join us to deliver this dream!
What we can offer?
Salary & Benefits package:
- 22.5 hours a week, achieved flexibly in agreement with the practice
- 20 days’ annual leave + all public holidays “pro-rata”
- NEST Pension scheme
Job Overview
Post holders will work within the hub providing a single point of access for all emergency, urgent, routine referrals and also be the call/re-call first point of contact. This will be discussed in more detail at any interviews.
As part of the practice’s commitment to the NHS to deliver excellent and responsive assessment, treatment and care of patients and as such all post holders will be expected to uphold the vision and values we have agreed:
- Treat People Well
- Involve not Ignore
- Create Respectful Places
- Open, Honest and Accountable
As the call handler and call/re-call individual, you will be the first point of contact for all patients, you will act as the front door using defined processes and question sets you will perform assessments, give basic advice & information and/or signposting to appropriate.
Experience required
- Previous call handler or customer service experience.
- Knowledge of how a surgery works is advantageous.
- Experience of working in Multi-Disciplinary Teams and/or with other agencies.
- Ability to listen and understand patient requirements.
- Ability to use Microsoft products and other IT products.
Key Responsibilities
Call handling
- You will be responsible for managing referrals into practices.
- You will provide advice and information for all users to the service to ensure that the appropriate level of support and advice is given.
- You will report any specific concerns in a timely manner to a senior staff member.
- To be a central point of contact via the telephone dealing with all general enquiries, re-directing and signposting where appropriate.
- To be able to organise workload and self-manage prioritisation of individual tasks and duties.
Communication and relationships
- Communicate and relate with a range of employees of the practice(s), visitors, service users, carers, students, members of the public and other agencies with a professional and sensitive approach using a variety of communication and customer service methods – at all times maintaining professional boundaries.
- Receive phone calls, recording messages accurately, liaising with other administrative, call handlers and health professionals ensuring that suitable action is taken. Effectively use the phone system to answer & redirect calls, plus wrap-up a session.
- Use email applications such as Microsoft Outlook and NHS Mail in order to send, receive and distribute email correspondence appropriately and in accordance with the practice’s Acceptable Use of Information and IT – Policy and Guidance.
- Maintain confidentiality at all times.
- Demonstrate an understanding of the importance of effective team working within a multi-disciplinary team. Have the ability to adapt and use initiative as the need arises.
- Suitable for someone who has effective active listening skills (questioning and summarizing), who can make good use of empathy and diplomacy, build good rapport, knows their own limitations and has good time management skills
Job Types: Part-time, Permanent
Salary: £10.50 per hour
Benefits:
- Casual dress
- Company pension
- Free parking
Schedule:
Ability to commute/relocate:
- Hayes, UB3 1NY: reliably commute or plan to relocate before starting work (required)
Language:
- English (preferred)
- Tamil (preferred)
- Any other Language a plus (preferred)
Work Location: In person
Job Types: Full-time, Part-time
Part-time hours: 20 - 37.5 per week
Salary: From £10.50 per hour
Benefits:
- Company pension
- On-site parking
Schedule:
Supplemental pay types:
Work Location: One location
Application deadline: 24/05/2023
Expected start date: 01/06/2023