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Lister House Surgery

Call Centre Advisor

Information:

This job is now closed

Job summary

We are currently looking for enthusiastic people with excellent communication skills to join our Call Centre Team at Lister House Surgery. The team is responsible for taking enquiries from patients and making sure they are dealt with in a timely and professional manner.

We are looking for people with a positive outllok who have:

  • Excellent communication and customer service skills
  • Pay attention to detail
  • Are IT literate
  • Can be discreet/respect patient confidentiality
  • Previous experience in a similar role is desirable but NOT essential

Main duties of the job

  • Use and populate the electronic record system for clinical records (SystmOne) or other service systems with accurate information
  • Follow our Patient Pathway to generate an appropriate or signpost to another service
  • Follow a detailed script ensuring patient requirements are met
  • Follow agreed processes for dealing with emails on Outlook and tasks on SystmOne, on a daily basis prioritising both urgency and importance, taking responsibility for signposting or dealing with queries regarding issues arising

About us

If you are looking for somewhere you can make a real difference and passionate about keeping people safe, well and out of hospital, starting a career at Lister House Surgery might be what you are looking for. At Lister House we strive to make a real difference to health and wellbeing of our staff and patience.

Some benefits of working at Lister House Surgery:

  • NHS Pension
  • Free onsite parking
  • Access to Blue Light Discount

Details

Date posted

24 November 2023

Pay scheme

Other

Salary

£20,531 a year

Contract

Permanent

Working pattern

Part-time

Reference number

A5287-23-0018

Job locations

Lister House Surgery

207 St. Thomas Road

Derby

DE23 8RJ


Job description

Job responsibilities

The primary purpose of this role is to answer calls from members of the public and other organisations in a professional, efficient and courteous manner, providing a polite, constructive and effective appointment booking and enquiry service. The appointee will proactively communicate information between relevant stakeholders.

Job description

Job responsibilities

The primary purpose of this role is to answer calls from members of the public and other organisations in a professional, efficient and courteous manner, providing a polite, constructive and effective appointment booking and enquiry service. The appointee will proactively communicate information between relevant stakeholders.

Person Specification

Qualifications

Essential

  • Educated to GCSE level including English and Maths Grade C or equivalent

Desirable

  • NVQ level 2 in a customer service or similar customer service qualification

Other Requirements

Essential

  • Proven ability to liaise appropriately with members of staff at all levels

Experience

Essential

  • 1 years experience in a customer service/reception environment

Desirable

  • Previous experience of team working
  • Previous NHS experience
  • Experience of using OneSystm (or similar)

Skills

Essential

  • Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communications situations (difficult patients)
  • Good interpersonal and organisational skills
  • Ability to translate information and details accurately both verbally and written
  • Understanding acceptance and adherence to a strict code of confidentiality
  • Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries

Desirable

  • A good working knowledge of Microsoft Office products and the ability to use email/internet

Personal Qualities

Essential

  • Ability to maintain confidentiality
  • Able to cope well under pressure
  • Polite and friendly
Person Specification

Qualifications

Essential

  • Educated to GCSE level including English and Maths Grade C or equivalent

Desirable

  • NVQ level 2 in a customer service or similar customer service qualification

Other Requirements

Essential

  • Proven ability to liaise appropriately with members of staff at all levels

Experience

Essential

  • 1 years experience in a customer service/reception environment

Desirable

  • Previous experience of team working
  • Previous NHS experience
  • Experience of using OneSystm (or similar)

Skills

Essential

  • Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communications situations (difficult patients)
  • Good interpersonal and organisational skills
  • Ability to translate information and details accurately both verbally and written
  • Understanding acceptance and adherence to a strict code of confidentiality
  • Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries

Desirable

  • A good working knowledge of Microsoft Office products and the ability to use email/internet

Personal Qualities

Essential

  • Ability to maintain confidentiality
  • Able to cope well under pressure
  • Polite and friendly

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

Lister House Surgery

Address

Lister House Surgery

207 St. Thomas Road

Derby

DE23 8RJ


Employer's website

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

Employer details

Employer name

Lister House Surgery

Address

Lister House Surgery

207 St. Thomas Road

Derby

DE23 8RJ


Employer's website

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

Employer contact details

For questions about the job, contact:

Call Centre Manager

Donna McDonnell

donna.mcdonnell3@nhs.net

Details

Date posted

24 November 2023

Pay scheme

Other

Salary

£20,531 a year

Contract

Permanent

Working pattern

Part-time

Reference number

A5287-23-0018

Job locations

Lister House Surgery

207 St. Thomas Road

Derby

DE23 8RJ


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