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Practice Call Handler

3 months ago

Derby, United Kingdom Aspiro Healthcare Full time

Are you looking for a new role in primary care or perhaps you are in a similar role and want to expand your skill set? Do you have an interest in our NHS, and can you see yourself supporting patients in primary care? Are you looking for an organisation who is passionate about people**?**

**If so, then this opportunity may be perfect for you**

We are seeking Call Handlers to join our fabulous, hard-working, and supportive team at Aspiro Derby. We have shifts available on Mondays and Fridays between 8am and 6.30pm.

Our Call Handler team play an integral part in our organisation, and here at Aspiro, we will give you the tools to thrive and communicate with our patients confidently, starting with our exceptional induction program.

You must have a high level of IT literacy, be emphatic and able to deal with diverse and demanding calls. Caring for our patients is top priority and we deal with hundreds of calls every day. Our team are based in our Practice at Hollybrook Medical Centre and support the timely and accurate delivery of primary care to patients within Derby, signposting them to the most appropriate appointment or service for their needs.

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/Systm One experience would be advantageous but full training will be given

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

**Job Type**: Full time/ Part-time looking for multiple positions

**Job Types**: Full-time, Part-time

Pay: £11.44 per hour

Expected hours: 18 - 37.5 per week

**Benefits**:

- Company events
- Company pension
- Free flu jabs
- Free parking
- Sick pay

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Derby, DE23 3TX: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (required)

Work Location: In person

Application deadline: 19/07/2024
Reference ID: Practice Call handler