Call Handler

Shore Medical is a GP Super Partnership with 6 practices across Poole and Bournemouth. We aspire to offer exceptional care to our 58,000 patients and are innovative in our approach to developing new teams and pathways to ever improve how general practice is delivered. We have a friendly and supportive team of more than 200 staff, with over 40 GP’s, Pharmacists, Paramedics, Nurses, Mental Health specialists and our range of administrative staff. We have a great social side to our team with Summer and Christmas parties, running and paddle boarding groups as well as many other events throughout the year.

The Practices in the Partnership are:

- Lilliput Surgery
- Poole Road Medical Centre
- Wessex Road Surgery
- Heatherview Medical Centre
- Fernside Surgery
- Parkstone Tower Practice

Situated in beautiful Dorset with the prestigious Blue Flag beaches of Bournemouth and Sandbanks, the Jurassic coastline and a wealth of attractions and countryside to visit we are lucky to be in such a fantastic area.

We are seeking a **Call Handler **to join our friendly team at Heatherview Medical Centre, Poole, to provide accurate, efficient, and punctual medical administration to patients and staff by way of data input into a clinical triage system. To help patients and the public with their queries both over the telephone and at the reception desk. To work as part of a team helping with the successful running of a busy GP Practice. To provide excellent customer service and project a professional image for the Surgery. To work effectively with and provide support to other colleagues within the Surgery. To become proficient and develop a thorough knowledge of Practice procedures. Based at our **Heatherview Medical Centre, in Poole, Dorset **on a permanent, part time basis.

27, 28 and 36 hours per week working over 3-5 days

Working patterns
- 27 hours - Mon 8-18.00, Tues 8-18.00, Thurs 8-18.00

28 hours
- Tues 8-13.00 Wed 8-13.00 Thurs 8-18.00 Fri 8-18.00

36 hours
- Mon 8-18.00 Tues 8-18.00 Wed 8-13.00 Thurs 2-18.00 Fri 8-18.00

**Job responsibilities**:

- To provide a high-quality data processing service to patients on our triage system via telephone or face to face
- Dealing with varied patient queries by phone and in person
- On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality.
- On receipt of a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering advice or reassurance to the patient.
- To answer phones to incoming calls in a timely, polite, and patient focused manner
- Deal with patient’s enquiries in relation to results, and book appointments when required/appropriate
- Maintaining confidentiality always with reference to patient confidentiality and Data Protection Act
- Franking post and taking to Post Office, along with ‘Signed For’ parcels.
- To undertake additional tasks as required by the line manager or GP Partners.
- Receiving patients at the reception desk and checking them in for appointments
- Process changes in patient details i.e. address changes
- Ensure patient waiting areas are kept tidy
- Being prepared to cover all reception positions as necessary
- Provide excellent customer service
- Following opening and closing procedures as appropriate where required
- Generally assisting members of staff
- Any other duties as required.

This list is not exhaustive.

**EDUCATION/EXPERIENCE**:

- Proven experience in a GP/NHS department environment would be highly desirable.
- Educated to high standard of GCSE in Maths, English language
- Strong IT skills in MS Word, Excel and Outlook.
- To have tact and diplomacy in direct and indirect emotional circumstances
- To possess excellent, calming and professional telephone manner
- Knowledge of the NHS an advantage
- Able to get on with others and be a team-player in a sometimes, pressurised and time-sensitive environment
- Be able to demonstrate commitment to equal opportunities and diversity

**We offer**:

- Competitive salary
- Friendly and supportive working environment
- Continuous CPD
- NHS Pension Scheme with Life Insurance
- Competitive holiday entitlement scheme
- Cycle to work scheme
- Access to NHS beneifits

**Job Type**: Part time

Pay: £10.00 per hour

**Equal Opportunity**

Shore Medical Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, marriage or civil partnership status, gender, gender expression or gender identity, disability, race or ethnicity, religion or belief, sexual orientation or veteran status.

**Asylum and Immigration Act 1996**

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

**Salary**: £10.00 per hour

**Benefits**:

- Cycle to work scheme
- Life insurance

Schedule:

- Monday to Friday

Work Location: One location