Job summary
This is an excellent opportunity to be part of the evolution of the future of Primary Care as we escape from the world of the traditional GP surgery receptionist.
First impressions are important, and here at the Royal Wolverhampton Primary Care Network we enjoy making every contact count. As a Call Handler / Care Navigator you will be the first point of contact for patients requiring an appointment at one of our 9 GP Practices
As a key member of the first contact team, you will be based at a dedicated call hub facility, embracing a Care Navigator role that recognises the diversity of the wider multi-disciplinary team within General Practice allowing you to direct patients to the best person or team to manage their health or care needs.
You will be expected to book appointments using EMIS web and provide a prompt, courteous service to all patients and members of the clinical team to ensure that the patient receives a first class and seamless service.
Main duties of the job
The post holder provides a comprehensive, effective, accurate and timely service to the practices, patients and their representatives as well as the wider health community.
The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.
The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.
About us
The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.
We are delighted that we have been rated as "Good" by CQC. We have achievednumerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.
The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.
Job description
Job responsibilities
To provide efficient and confidential support by delivering a comprehensive, high quality and accurate call handling service.
To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude
Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.
To respond to incoming calls without delay
To receive, respond to and maintain evidence of all enquiries.
To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.
To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.
To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.
To communicate patient appointments and information in a timely and agreed manner.
To be directly involved in any service developments e.g. on-going development of the referral centre, patient pathways and IT solutions.
To support new staff within the team as part of the induction process.
To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Leader and / or Service Delivery Manager.
Job description
Job responsibilities
To provide efficient and confidential support by delivering a comprehensive, high quality and accurate call handling service.
To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude
Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.
To respond to incoming calls without delay
To receive, respond to and maintain evidence of all enquiries.
To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.
To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.
To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.
To communicate patient appointments and information in a timely and agreed manner.
To be directly involved in any service developments e.g. on-going development of the referral centre, patient pathways and IT solutions.
To support new staff within the team as part of the induction process.
To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Leader and / or Service Delivery Manager.
Person Specification
Qualifications and Experience
Essential
- General good standard of education and/or NVQ level 2.
- Demonstrable IT competence gained through experience.
- Customer service experience.
Desirable
- Primary Care experience
- Primary care IT systems IE EMIS Docman
- Experience working within the NHS
- Call handler experience.
Skills and Other
Essential
- Flexible and adaptable approach to working.
- Ability to work effectively as part of a busy team.
- Ability to use own initiative.
- Ability to travel across a number of sites
Person Specification
Qualifications and Experience
Essential
- General good standard of education and/or NVQ level 2.
- Demonstrable IT competence gained through experience.
- Customer service experience.
Desirable
- Primary Care experience
- Primary care IT systems IE EMIS Docman
- Experience working within the NHS
- Call handler experience.
Skills and Other
Essential
- Flexible and adaptable approach to working.
- Ability to work effectively as part of a busy team.
- Ability to use own initiative.
- Ability to travel across a number of sites
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
