First Contact Advisor
4 months ago
**Hours of Operation**:Between 8am and 8pm, Monday to Friday
**Rota Pattern**:Applicants must be available for a range of both morning and afternoon shifts, that will be between the hours of operation.
**Hours**: Full Time - 35 - 37.5 hours per week
**Pay & Benefits**:£11.44 per hour, yearly bonus, 22 days per year + bank holidays.
**About Us**
LineIn provides remote call handling and triage services to a large number of GP practices across the UK.
We are growing rapidly, and despite the challenges of remote working, we are a well supported, diverse and vibrant team.
Our main aim is to support GP practices with the unprecedented demand in healthcare and to give patients greater access to their healthcare.
We are passionate about enhancing the quality of our service and we work hard to attract and select the right colleagues for our organisation. Our goal is to employ those who share our passion for providing first class care while remaining committed to our vision and values.
**About you**
LineIn are looking for **experienced** and **hardworking**, individuals to provide primary care support to patients by answering a high level of inbound calls for multiple GP surgeries across the UK.
You will be the **first point of contact** for **patients**, some of whom may be distressed, anxious, and at times aggravated and difficult. You will need a good **listening** ear and be able to reassure, and deal with patients **professionally** using effective **communication** skills while gathering essential patient information **accurately** and in a **timely manner.**
You will be highly **dedicated** and **committed** to providing excellent customer service to our patients, and due to the high pressure and challenging nature of the role, remain **composed** and **resilient** at all times. You will need to be able to identify if a call is urgent and respond accordingly.
With recent experience of working within **healthcare** and of using **EMIS** and /or **SystmOne**, you will accurately process patient calls using a patient triage tool that uses Artificial Intelligence (AI) to obtain accurate and relevant information which is then passed onto GP practice teams to be handled efficiently.
**Responsibilities**
- Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
- Work a variety of shifts covering a 12 hour rota to ensure effective service delivery.
- Promote and encourage patients to use the online self help tool.
- Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
- Compliance and awareness of company policies and practices.
- Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act.
- Advise the Duty Shift Leader of any problems and take appropriate action as directed.
- Contribute to the continuous improvement of service provision by communicating service user feedback to the Duty Shift Leader where appropriate.
- Deliver quality customer service with patience and empathy.
- Communicate effectively with other members of the LineIn team.
- To undertake and engage with personal development, education, training and meetings.
- To participate in own development, self-review and appraisal, identifying areas of need for personal development in order to meet with service requirements.
- To perform any other relevant duties that may be dictated by the changing needs of the service.
**Person Specification**
**Knowledge & Experience**
- At least 1 years call handling / customer service experience within healthcare.
- At least 1 years recent experience of using EMIS and/or SystmOne gained within] the last 2 years.
- Knowledge of medical terms/and or anatomy
- Experience of using EMIS and / or SystmOne
- Experience of working with Google Workspace
- Experience of working rotating shifts
**Skills and Capabilities**
- Ability to communicate effectively: orally and aurally
- Ability to work well and to contribute to the team within a remote environment.
- Fast typing and accurate data entry skills while simultaneously handling a patient call. Minimum 40 wpm
- Maintain patient confidentiality at all times in compliance with Data Protection Legislation
- Ability to work to defined policies, procedures, practice and instructions.
**Behaviours and Characteristics**
- Empathy and compassion
- Resilience with the ability to remain calm whilst working under pressure.
- Cultural sensitivity
- Commitment to providing a service that meets the demanding needs of the patients.
- Reliability and trustworthiness.
- Ability to work on own initiative
- Demonstrates tact and diplomacy.
- Friendly and warm persona, wants to help and support others
- Self motivated
- Flexible and adaptable to the varying demands and changing circ
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