Weekend Contact Centre Advisor

2 weeks ago

Bletchley, Milton Keynes, United Kingdom Whaddon Healthcare Full time
Job Summary

We are seeking a highly skilled and compassionate individual to join our team as a Weekend Contact Centre Advisor at Whaddon Healthcare. As a key member of our front-line team, you will be responsible for providing exceptional patient care and support to our patients and their families.

Key Responsibilities

  1. Receiving and Directing Patients
    • Receive and direct patients in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
    • Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.
    • Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system.
    • Answer telephones promptly in a polite and professional manner and manage calls appropriately.
    • Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services.
    • Advise patients on approximate waiting times and of any unexpected delays.
    • Book transport for hospital appointments when the patient is unable to do so.
    • Book interpreters for patients when needed.
    • Take in fees from patients where applicable and issue receipts.
    • Give patients any forms/referral letters that are waiting for collection checking ID and taking in fees where necessary.
    • Listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately.
  2. Operation of Telephone System
    • Receive and make calls as required. Divert calls and take messages as appropriate.
    • Ensure phones are answered within 5 rings where at all possible.
    • Ensure that system is operational at the beginning of each day.
    • Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed longer than usual.
  3. Administrative Duties
    • Register new patients who are in the practice area and inform patients of practice facilities.
    • Check and update patients' addresses and telephone numbers and other contact information on the clinical system.
    • Take in prescription requests and give out prescriptions once issued.
    • Post outgoing letters at the end of each shift.
    • Undertake photocopying and faxing as needed.
    • Phone patients for recall and data collection purposes and correctly record data in patient's medical record.
    • Complete tasks sent via SYSTM1 (or any other clinical system or document management system which may replace these).
    • Email referrals as requested by clinical team.
    • Fax referrals and prescriptions as requested by clinicians or other administrators.
    • Chase referrals with support of GP Support Administrator.
  4. Patient Records
    • Assist with tagging of new patients' medical records prior to summarisation.
    • Assist with the scanning of patient related documents when the workload requires it.
  5. Start and End of Day Procedures
    • Make all necessary preparation to receive patients at the start of the day.
    • Ensure that the reception area is tidy and ready for use by staff the next day.
    • Secure premises at the end of the day, ensuring all windows & doors are locked.
  6. General Tasks
    • Ensure confidentiality is maintained at all times.
    • Chaperone for the GP's if requested to do so.
    • Attend Reception meetings when scheduled.
    • Participate in appraisals and team training opportunities.
    • Promote equality of opportunity for both staff and patients.
    • Help cover for colleagues who are absent when necessary.

Requirements

  • Good communication skills, in person and over the telephone.
  • Possessing sensitivity, tact and diplomacy.
  • Self-motivated with a high degree of personal integrity.
  • An organised approach to work.
  • Reliable.
  • Flexible with an adaptable approach.
  • Ability to work on own initiative.
  • Ability to maintain strict confidentiality.
  • Able to work under pressure.
  • Calm and patient manner.
  • Ability to work to deadlines and under pressure.
  • Ability to multitask and prioritise own workload.
  • Time management skills.

Preferred Qualifications

  • Computer literate.
  • Ability to use Microsoft Office programs (Word & Excel).
  • Education to GCSE level, NVQ level 2 (or equivalent).
  • Hold a UK Driving License.

Working Hours

  • Monday to Friday.
  • Weekend availability.

Benefits

  • Company pension.
  • On-site parking.

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