Call Handler

Job description

Job responsibilities

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual appraisal, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
• Attendance at practice Continuing Professional Education and Training

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

• Apply Practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Special Requirements of the post

This job description represents an outline of the post and is not exhaustive; it provides an indication only of the scope and range of the duties to be undertaken. The post holder may be required to undertake other related duties not specifically mentioned above. The job description therefore is intended to be flexible and is subject to review and amendment following consultation between the post holder and line manager

Person Specification

Qualifications

Essential

• Academic/
• Vocational QualificationsGood Standard of general educations
• At Least GCSE Standard English Language
• ExperienceCustomer service experience
• Working in an IT-dependent environment
• Experience of operational and telephone systems
• Patient confidentiality
• Knowledge/
• SkillsExcellent inter-personal skills
• Problem-solving skills
• Good communicator
• Ability to listen and empathise
• Competent with use of office IT
• Ability to work unsupervised and use own initiative
• Managing conflict
• Qualities/
• AttributesGood time management
• Flexible in approach, enthusiastic and self motivated
• Organised and resourceful
• Able to cope well under pressure
• Displays sensitivity and confidentiality
• Polite, friendly, honest and reliable
• Self-motivated able to work with minimal direction
• Hard working, reliable and resourceful
• Ability to work flexibly

Desirable

• Primary care experience
• Call handling experience
• Experience of working with Vision Clinical System
• Knowledge of medical Terminology
• Knowledge of Primary Care
• Ability to speak Welsh

Employer details

Employer name

Llantwit Major and Coastal Vale Medical Practice

Address

1 Station Road

Llantwit Major

Vale of Glamorgan

CF61 1ST

Employer's website

https://llantwitdoctors.com/ (Opens in a new tab)