General PracticePermanent

GP Practice Call Handler

The Lakes Medical Practice

Penrith

Salary

—

Training post

Unknown

Trust type

Acute

Posted

3 weeks ago

About the role

We have a vacancy in our Reception team this role includes reception duties, answering the phone, making outgoing calls and administration tasks relating to patient records. Rota Pattern: Normal working hours will be Monday 08:30- 16:30, Tuesday 08:30-12:30, Wednesday 08:30-16:30 & Friday 08:30-17:30. 27.5 hours in total. There may be some occasions where working outside these core hours are required. Post holders must be flexible to change days/hours if required. As a call handler you are the first port of call for all incoming communication within an active and busy GP practice. You will be responsible for liaising with the practice team, patients, hospitals, care homes and third party organisations. Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be a requirement to cover the reception desk on an ad hoc basis.

GP Practice Call Handler

The Lakes Medical Practice

Apply

To answer phones to incoming calls in a timely, polite, and patient focused manner To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS. On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality. Identify callers requiring an immediate emergency response and escalate the calls to clinical team as per protocol. To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator Deal with patients enquiries in relation to results, and book appointments when required Cover the reception front desk as required Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act Advise management of any problems and take appropriate action as directed

We are a 3 partner GP practice based in Penrith, serving over 11,500 patients, rated CQC Outstanding and we are also a training practice. This role is based within our Practice Support Team (PST) consisting of: Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team.

Person specification

Essential

Experienced and competent in the use of Microsoft Office systems.
Being able to work on own initiative and individually as well as part of a team.
Experience using computer systems and dealing with people in a customer service role
Grade 3/4 GCSE English or equivalent

Desirable

Experience in a GP practice or other healthcare setting
Previous reception or call handling experience.
NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role