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Call Handler

3 months ago

York, United Kingdom Priory Medical Group Full time

Job summary

We are currently looking for enthusiastic people with excellent communication skills to join our well respected Patient Central Team. The team is responsible for taking enquiries from patients and making sure they are dealt with in a timely and professional manner.

Here at PMG, we are looking for people with positive outlook who have:

Excellent communication and customer service skills, Attention to detail, IT literate Ability to be discreet/ respect patient confidentiality Previous experience in a similar role is desirable but NOT essential.

2 Positions available with 20 hours per week. Variable working pattern and is negotiable. Contact Centre opening times are Monday to Friday 8am to 6pm.

Main duties of the job

We think the purpose of this job is pretty simple to provide the best customer service every day to every patient As a Call Handler based in our Patient Central team, you are the voice of our Practice. Not only do our patients need you to have a friendly telephone-smile and a reassuring demeanor you will need this in bucket loads

About us

Priory Medical Group (PMG) is an award winning large multi-site training practice based in the beautiful city of York. Our team is made up of a highly-skilled, experienced and varied work force doing their very best for our patients.

Here at PMG, we value the wellbeing and health of our staff and as a result we offer various resources to support the mental health of our employees. As part of the PMG team, you will have access to free confidential counselling and extensive wellbeing resources accessible through the NHS staff resilience hub.

We are also a Disability Confident Committed Employer and actively encourage applicants with a disability and/or long-term health condition to apply for our job vacancies. We already support a number of existing employees who have a disability and/or a long-term health condition, so that they are able to stay in work.

Job description

Job responsibilities

We think the purpose of this job is pretty simple … to provide ‘the best’ customer service … every day … every patient As a Call Handler based in our Patient Central team, you are the voice of our Practice as you will be the first person many of our patients will come into contact with when booking their appointments. Not only do our patients need you to have a friendly telephone-smile and a reassuring demeanor … you will need this in bucket loads You should be comfortable (and enjoy) working in a call centre environment and we look for people with a warm, friendly, and approachable personality with a reassuring smile radiating in your telephone voice and manner. Follow a call guide prompted by our electronic triage system to make a patient care request on the system. This then allows the system and our clinicians to point the patient to the most appropriate clinician type GP, Nurse, a range of allied health care professionals and Health Care Assistant roles and care type appointment / phone call / prescription / text advice / referral etc. Ensuring calls are handled efficiently working towards the targets within the team and making a real difference to the patient experience not just the patient on the phone but the next patient in the queue needing our care Various administration duties generated by patient calls and any other administration work associated to the Patient Central team. To follow accurately and efficiently administrative processes and procedures Person Specification

Skills and Behaviours

Essential

Good Team Worker Can-do Attitude Good Customer Service Skills Confidentiality Good Communication Skills