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Administrator / Call Handler Dudley Surgery
3 months ago
WIDEOPEN MEDICAL CENTRE
JOB DESCRIPTION
Job Title Call Handler / Administrator
Accountable to Practice Manager
Place of Work Wideopen / Dudley
You must be able to adapt to a fast-paced working
Job environment, be an excellent communicator, enjoy working as
Summary part of a team and be confident in your decision-making abilities.
As part of the Call Handling team, you will take a variety of incoming calls from patients, other organisations etc.providing them with an appropriate response to healthcare needs within a timeframe in a cheerful and friendly manner, whilst maintaining a professional approach at all times.
General Summary
As a call taker for Wideopen Medical Centre, you will be the first point of contact with patients, patient's relatives, healthcare professionals and other callers.
Using the practice system to record patient demographics and general information, you will assess the nature of the call and direct the caller to the most appropriate healthcare professional or end disposition.
You will contribute to the overall delivery of an end-to-end service for patients calling the practice.Core Responsibilities
- To deliver high quality, safe and effective nonclinical advice over the telephone
- To support patients to manage their own condition at home, where appropriate
- To liaise effectively with all incoming and external calls
- To keep immediate and accurate records of call enquiries
- To demonstrate the ability to remain focused on service delivery whist dealing with an unpredictable and challenging workload
- To maintain a healthy and safe working environment for self and colleagues
- To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary
- Administrative work such as data entry, scanning, issuing repeat prescriptions and general administrative work / reception work will also be included (this list is not exhaustive)
Governance
To support the organisation to act safely and responsibly in relation to staff, patients and the general public
To ensure that the law in key areas such as health and safety, employment, finance and Information Governance is complied
To work within specific regulations such as Governance arrangements and ethical frameworks for the NHS and, ensure that staff comply with all relevant regulations.
To foster a fair and just culture where staff learn from incidents and are willing to report both incidents and near misses
Key Relationships
- Patients
- Service Users
- General Public
- Local Authority
- Voluntary Services
NHS11
- Northeast Ambulance Service (NEAS)
- Secondary Care
This list is not exhaustive
Experience and Work Achievements Essential /
Desirable
Excellent telephone manner Essential
Effective social skills gained from dealing with the Essential public
Customer service skills Essential
Skills and Abilities Essential /
Desirable
Effective communicator Essential
Effective at engagement and influencing skills Essential
Effective listening skills Essential
IT literate Desirable
Ability to deal with confidential/sensitive information Essential
Ability to work under pressure Essential
Ability to prioritise workload Essential
Personal Attributes Essential /
Desirable
Active team player Essential
Demonstrates sensitivity to the needs of individuals Essential and groups
Self-motivates - able to work on own initiative Essential
Mature and professional approach to work Essential
General Administrative Duties
- Dealing with incoming and outbound calls
- To ensure that total patient confidentiality is maintained at all times.
- Opening and closing of premises, ensuring alarm is set and the building is secure
- Receiving and directing patients on arrival in a courteous and efficient manner
- Remaining aware of waiting room activity and ensure patients are informed of delays as they arrive or as they occur
- Handling patient samples e.g., urines, blood stool etc...
- Arrange new and return appointments requested in person or by telephone
- Open and sort post
- Record in patient records data entry from providers
- Patient registrations
- Record and act on NHS paid work and Non-NHS work
- Managing difficult patients
- Issue repeat medication
- Deal with acute medication queries
- Working across different digital platforms (AccuRx, LIVI etc)
- Use different booking systems (Hub S1, Interpreting service etc)
- Support patients with registering for online services
- Support colleagues with enquiries
- Understand and support cold chain procedures including breach of cold chain