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Call Centre Advisor

2 weeks ago

Portsmouth, United Kingdom Portsdown Group Practice Full time

We are looking for enthusiastic individuals to join our fast paced Contact Centre team.

Do you have a keen interest in health care?

Do you get job satisfaction from helping people?

Are you able to remain calm and professional under pressure?

If you feel that we could be describing you, then we want to hear from you We have a vacancy available in our busy Contact Centre team based in Cosham. We have two available positions 25.5 hours per week and 26 hours per week

Our Contact Centre can take on average 17,000 calls a month and process approximately 2500 eConsults a month, whilst delivering excellent service and care to our patients.

Working alongside our highly trained care navigators guided by an onsite deputy & team leader you will be trained and educated in Primary Care and the huge role this plays in patients’ lives.

If you believe you have what it takes then please let us know

Due to the expansion of our progressive Practice, a vacancy has become available in our innovative Contact Centre. You will be the first point of contact for patients and have a diverse range of responsibilities. Your role will be integral to the Practice and our patients, as you ensure that they receive the right care, at the right time and by the correct method. Portsdown Group Practice is a large, urban practice with 58,000 patients, working across 6 sites. The work we do is challenging, interesting and hugely varied, reflecting the demographic mix of our patients. We are a long established training practice and our commitment to ongoing learning is unparalleled. You will be joining us at an incredibly exciting time as we embrace our new Model of Care and strive to deliver positive and meaningful outcome for our patients. If you can work, sometimes under pressure, to high standards, are flexible and reliable, with excellent interpersonal and communication skills, and can deliver a high quality of care in a busy professional environment, we would like to hear from you.

**Main Duties**:

- Answer calls and eConsult queries promptly, and deal with them as efficiently as possible
- Maintain a professional and helpful attitude
- Book appointments for patients - ensuring accurate data collection and that appointments are booked with the appropriate clinician
- Provide patients with accurate information on appointments systems and processes
- Update existing patient information onto the clinical system
- Identify and escalate issues appropriately
- Route calls to the appropriate resource
- Signpost patients accordingly
- Develop care navigation skills
- Meet targets set on call handling and eConsult response times
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.

**Job Type**: Part-time

**Salary**: £10.00 per hour

Schedule:

- Day shift

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location