Call Handler

1. Job Role/Purpose:

- The post holder will be responsible for providing an effective call handling service and associated administration duties
- To deal with enquiries from medical staff, patients and the general public in a professional and courteous manner
- To record patient information and make appointments accurately
- To prioritise calls to be passed to 999, GPs and Nurses following clinical protocols

2. Key Duties & Responsibilities:

- To take telephone calls from patients and accurately record all essential information within agreed SLA’s
- On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality, working within MMP and CCG contract KPI’s and legislative requirements
- Book appointments for doctors, nurses and other healthcare staff efficiently and accurately
- Receiving and recording requests for home visits and preparation of visit lists
- Identify callers requiring an immediate emergency response and refer to appropriate emergency ambulance service
- Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act and GDPR from May 2018
- Advise the Clinical Contact Hub officer of any problems and take appropriate action as directed
- Contribute to the continuous improvement of service provision in MMP communicating service user feedback to the Site Lead Officers where appropriate
- To ensure that at the end of shift working areas are left clean and tidy
- To work collaboratively with other users of the centre, to work in a flexible and positive manner with colleagues, to assist in the promotion of professional, competent and caring delivery of healthcare to the users of the service
- To work in accordance with MMPs Triage and Call Recording and Call Logging Procedures
- This job description is not exhaustive and may be adjusted periodically after review and consultation.

3. Other Responsibilities:
Health and Safety
- To comply with the Health and Safety at Work etc. Act 1974.
- To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.
- To ensure you are fully trained and conversant with fire regulations and health and safety and understand what to do in an emergency.

Equality and Diversity
- To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure.

Risk Management and Clinical Governance
- To work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives and all aspects of CQC implementation.

Confidentiality
- To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the Data Protection Act 1998 including outside of the work environment. Any breach of confidentiality may render an individual liable for dismissal and/or prosecution.

Safeguarding
- Whilst in post, Staff are expected to acquire and update their knowledge on safeguarding as per the Intercollegiate document requirements and MMP policies.

General
- To undertake any other duties commensurate with the role, within the bounds of their own competence as guided by the attached management framework.
- To work across the various MMP sites as required.
- In light of national policy and due the needs of the business it may be necessary for the Partnership to alter the opening hours of the surgeries. This could incorporate different opening hours and weekend working which may affect when you are required to work. The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future.

**Job Types**: Part-time, Permanent

**Salary**: £18,284.00-£19,023.00 per year

Schedule:

- Monday to Friday

Reference ID: 2257