Practice Call Handler

Job description

Job responsibilities

The main role will be:

· Book appointments following practice guidelines

· Deal with patient enquiries

· Open and lock up the surgery when required

· Enter confidential data onto a bespoke system

· Liaise with external organisations

• Respond to all queries from or in relation to our patients or other visitors, where necessary consulting with the doctor
• Pass accurate and timely messages to the doctors and other members of the primary health care team
• Ensure that patients without appointments but who need “urgent consultations” are seen in a logical and non-disruptive manner
• Ensure that anyone requesting treatment in a medical emergency is provided with the appropriate care as quickly as possible
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed prior to consultation
• Advise patients of relevant charges for private services, arrange appointments.

Health and Safety

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, 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 & 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 people’s 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.

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 confidential

Information relating to patients, carers, colleagues, healthcare workers or the business of the practice may only be divulged to authorised persons, in accordance with practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Full in- house training will be provided.

Previous NHS/System One experience would be advantageous but full training will be given

Previous experience of working in a similar role is desirable but not essential.

Person Specification

Qualifications

Essential

• Qualifications
• Educated to GCSE level including English Grade C or equivalent
• A demonstrable commitment to Continuous Professional Development

Experience

Essential

• Flexibility of working hours / ability to work at the desired times and across multiple sites

Desirable

• Experience of working within Primary Care
• Experience of SystmOne clinical system

Knowledge / Skills / Qualities

Essential

• Excellent communication skills
• Problem solving/multi-tasking
• Competent in using Microsoft Office programmes
• Qualities / Attributes
• Able to demonstrate enthusiasm to developing skills
• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of an integrated multi skilled team
• Pleasant and articulate
• Able to work under pressure and use own initiative
• Able to work in a changing environment

Desirable

• Hold full UK drivers licence

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

Hollybrook Medical Centre

Address

Hollybrook Medical Centre

Hollybrook Way

Littleover

Derby

DE23 3TX

Employer's website

https://www.hollybrookmedicalcentre.co.uk/ (Opens in a new tab)