Administrator / Call Handler Dudley Surgery

VACANCY IS FOR THE TWIN-SITE PRACTICE - DUDLEY SURGERY, MARKET STREET, NE23 7HR

**WIDEOPEN MEDICAL CENTRE**
**JOB DESCRIPTION**

Job Title Call Handler / Administrator

Accountable to Practice Manager

Place of Work Wideopen / Dudley

You must be able to adapt to a fast-paced working
Job environment, be an excellent communicator, enjoy working as
Summary part of a team and be confident in your decision-making abilities.

As part of the Call Handling team, you will take a variety of incoming calls from patients, other organisations etc.providing them with an appropriate response to healthcare needs within a timeframe in a cheerful and friendly manner, whilst maintaining a professional approach at all times.

**General Summary**
As a call taker for Wideopen Medical Centre, you will be the first point of contact with patients, patient’s relatives, healthcare professionals and other callers. Using the practice system to record patient demographics and general information, you will assess the nature of the call and direct the caller to the most appropriate healthcare professional or end disposition.
You will contribute to the overall delivery of an end-to-end service for patients calling the practice.

**Core Responsibilities**
- To deliver high quality, safe and effective non-clinical advice over the telephone
- To support patients to manage their own condition at home, where appropriate
- To liaise effectively with all incoming and external calls
- To keep immediate and accurate records of call enquiries
- To demonstrate the ability to remain focused on service delivery whist dealing with an unpredictable and challenging workload
- To maintain a healthy and safe working environment for self and colleagues
- To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary
- Administrative work such as data entry, scanning, issuing repeat prescriptions and general administrative work / reception work will also be included (this list is not exhaustive)

**Governance**
To support the organisation to act safely and responsibly in relation to staff, patients and the general public

To ensure that the law in key areas such as health and safety, employment, finance and Information Governance is complied

To work within specific regulations such as Governance arrangements and ethical frameworks for the NHS and, ensure that staff comply with all relevant regulations.

To ensure incidents are reported through the practices reporting system for corrective action and continuous development

To foster a fair and just culture where staff learn from incidents and are willing to report both incidents and near misses

**Key Relationships**
- Patients
- Service Users
- General Public
- Local Authority
- Voluntary Services
- NHS111
- Northeast Ambulance Service (NEAS)
- Secondary Care

**This list is not exhaustive**

**Experience and Work Achievements Essential /**

**Desirable**

Excellent telephone manner Essential

Effective social skills gained from dealing with the Essential public

Customer service skills Essential

**Skills and Abilities Essential /**

**Desirable**

Effective communicator Essential

Effective at engagement and influencing skills Essential

Effective listening skills Essential

IT literate Desirable

Ability to deal with confidential/sensitive information Essential

Ability to work under pressure Essential

Ability to prioritise workload Essential

**Personal Attributes Essential /**
**Desirable**

Active team player Essential

Demonstrates sensitivity to the needs of individuals Essential and groups

Self-motivates - able to work on own initiative Essential

Mature and professional approach to work Essential

**General Administrative Duties**
- Dealing with incoming and outbound calls
- To ensure that total patient confidentiality is maintained at all times.

Information must note be discussed or disclosed to persons other than those employed or attached to the practice for which such information is relevant
- Opening and closing of premises, ensuring alarm is set and the building is secure
- Receiving and directing patients on arrival in a courteous and efficient manner
- Remaining aware of waiting room activity and ensure patients are informed of delays as they arrive or as they occur
- Handling patient samples e.g., urines, blood stool etc...
- Arrange new and return appointments requested in person or by telephone
- Open and sort post
- Record in patient records data entry from providers
- Patient registrations
- Record and act on NHS paid work and Non-NHS work
- Managing difficult patients
- Issue repeat medication
- Deal with acute medication queries
- Working across different digital platforms (AccuRx, LIVI etc)
- Use different booking systems (Hub S1, Interpreting service etc)
- Support patients with registering for online services
- Support colleagues with enquiries
- Understand and support cold chain procedures including breach of cold chain