Job summary
We are currently looking for enthusiastic people with excellent communication skills to join our well respected Patient Central Team. The team is responsible for taking enquiries from patients and making sure they are dealt with in a timely and professional manner.
Here at PMG, we are looking for people with positive outlook who have:
- Excellent communication and customer service skills,
- Attention to detail,
- IT literate
- Ability to be discreet/ respect patient confidentiality
- Previous experience in a similar role is desirable but NOT essential.
Hours : 19 Hours per week
With a working pattern of:
Tuesday 8am to 6pm
Friday 8am to 6pm
Main duties of the job
- We think the purpose of this job is pretty simple to provide the best customer service every day to every patient!
- As a Call Handler based in our Patient Central team, you are the voice of our Practice. Not only do our patients need you to have a friendly telephone-smile and a reassuring demeanor you will need this in bucket loads!
About us
Priory Medical Group (PMG) is an award winning large multi-site training practice based in the beautiful city of York. Our team is made up of a highly-skilled, experienced and varied work force doing their very best for our patients.
Job description
Job responsibilities
- We think the purpose of this job is pretty simple … to provide ‘the best’ customer service … every day … every patient!
- As a Call Handler based in our Patient Central team, you are the voice of our Practice as you will be the first person many of our patients will come into contact with when booking their appointments.
- Not only do our patients need you to have a friendly telephone-smile and a reassuring demeanor … you will need this in bucket loads!
- You should be comfortable (and enjoy) working in a call centre environment and we look for people with a warm, friendly, and approachable personality with a reassuring smile radiating in your telephone voice and manner.
- Follow a call guide prompted by our electronic triage system to make a patient care request on the system. This then allows the system and our clinicians to point the patient to the most appropriate clinician type i.e. GP, Nurse, a range of allied health care professionals and Health Care Assistant roles and care type i.e. appointment / phone call / prescription / text advice / referral etc.
- Ensuring calls are handled efficiently working towards the targets within the team and making a real difference to the patient experience not just the patient on the phone but the next patient in the queue needing our care
- Various administration duties generated by patient calls and any other administration work associated to the Patient Central team. To follow accurately and efficiently administrative processes and procedures
Job description
Job responsibilities
- We think the purpose of this job is pretty simple … to provide ‘the best’ customer service … every day … every patient!
- As a Call Handler based in our Patient Central team, you are the voice of our Practice as you will be the first person many of our patients will come into contact with when booking their appointments.
- Not only do our patients need you to have a friendly telephone-smile and a reassuring demeanor … you will need this in bucket loads!
- You should be comfortable (and enjoy) working in a call centre environment and we look for people with a warm, friendly, and approachable personality with a reassuring smile radiating in your telephone voice and manner.
- Follow a call guide prompted by our electronic triage system to make a patient care request on the system. This then allows the system and our clinicians to point the patient to the most appropriate clinician type i.e. GP, Nurse, a range of allied health care professionals and Health Care Assistant roles and care type i.e. appointment / phone call / prescription / text advice / referral etc.
- Ensuring calls are handled efficiently working towards the targets within the team and making a real difference to the patient experience not just the patient on the phone but the next patient in the queue needing our care
- Various administration duties generated by patient calls and any other administration work associated to the Patient Central team. To follow accurately and efficiently administrative processes and procedures
Person Specification
Skills and Behaviours
Essential
- Good Team Worker
- Can-do Attitude
- Good Customer Service Skills
- Confidentiality
- Good Communication Skills
Person Specification
Skills and Behaviours
Essential
- Good Team Worker
- Can-do Attitude
- Good Customer Service Skills
- Confidentiality
- Good Communication Skills
