Patient Contact Centre Navigator

3 weeks ago


Banbury, United Kingdom Principal Medical Limited Full time

**Job summary**

We have an exciting opportunity for an enthusiastic and motivated individual to join our Contact Centre team as a Contact Centre Agent here at Banbury Cross Health Centre.

Experience of working in a contact centre/customer service environment would be advantage, however we do provide a structured training schedule and on-the-job training for all new starters.

The successful applicant will be a proactive team member who can demonstrate the ability to effectively organise and priorities skills to contribute to the smooth operation of the contact centre which will better our patients experience.

Due to the nature of the role, the successful applicant must have strong communication skills of empathy, sensitivity, and confidentiality.

You must be IT literate and have experience of using Microsoft Word & Microsoft Excel.

**Hours Required: Full or Part-Time hours considered.**

The call centre will be open from 8am-7pm Monday-Friday and flexibility will be required to work various shifts across these hours on rota basis. You must be able to available to start from **8am and/or finish at 6.45pm.**

In return we can offer you:

- Competitive salary,
- Induction and training
- 25 days annual leave
- Membership of the NHS Pension Scheme

**Main duties of the job**

To provide healthcare information & support to patients by acting as first point of contact for patients, general public and healthcare professionals who contact Banbury Cross Health Centre by phone

**About us**

PML is a successful not-for-profit, GP-led organisation providing various NHS community and primary care clinical services to patients across Oxfordshire and Northamptonshire. We have evolved as an NHS healthcare provider since 2004 and in the last few years have grown significantly, now employing around 300 staff with a turnover of c. £16m. PML holds GMS contracts, as well as being a GP Federation representing c. 50 GP practices covering approximately 650,000 patients.

**Job description**

**Job responsibilities**

**Key Responsibilities**:

- To efficiently handle all calls, using the computer system (EMIS) in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries whilst identifying the difference between Emergency Action required and Routine requests
- To handle calls in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries whilst identifying the difference between situations where emergency action is required as opposed to urgent on the day and routine requests.
- Gain an in depth knowledge of the practice and its systems and staffing to enable efficient call handling and use of resources.
- Gain knowledge of local health care services and authorities along with other support available locally and be able to signpost the patient when appropriate.
- To deliver excellent levels of customer service at all times and contribute towards the call centre team achieving service delivery targets and ensure that decisions support the achievement of these targets.
- Gain excellent working knowledge of the phone system and interface, including understanding the wallboard and operational settings of the phone system.
- Ensure that telephone calls are answered within acceptable time limits to ensure effective service delivery.
- Ensure you are up to date with all aspects of the Data Protection Act 1998 and complete training when requested to do so. Attend all training courses as requested by your manager. You will be responsible for keeping yourself up to date with all policies & protocols of Banbury Cross Health Centre Call Centre Team
- Delivering accurate and complete messages, transferring calls as appropriate to doctors, nurses and admin staff.
- Be capable of identifying patients who may need immediate attention and ensuring that the clinicians are aware of such patients.
- Make new and follow up appointments.
- Undertake all aspects of data entry accurately and maintain a computerised clinical system.
- Have experience of and ability to deal with challenging behaviour
- Maintain the cleanliness of your work station and surrounding area

**Equal Opportunities**:

- Ensure that self and co-workers deliver care equally to all by promoting a non
- discriminatory and non-prejudicial practice
- Promote individual’s rights, personal beliefs and informed choice in respect of service deliverance as per the Equal Opportunities Policy and Patient Charter
- Promote effective and sensitive communication skills where there may be barriers to communications and sensitive issues

**Confidentiality**:

- The Patient Call Handler & Navigator will sign a confidentiality agreement and maintain the confidentiality of information regarding patients who may wish to remain anonymous, staff and other business in accordance with the Data Protection Act.
- Information relating to patients, carers, colleagues, other healthcare workers or the busi



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