Medical Telephonist

Job summary

Weare currently recruiting Medical Telephonists - Part time and Full time roles in our dedicated callhanding team, based at Station Medical Centre.

Asa medical telephonist you will support the care pathway of patients, receivingtelephone calls, making appointments, signposting patients to the correctservice, and answering general administration queries. You will be supportedinto this role by a package of training, a dedicated mentor, and will have theongoing support of a supervisor and GP.

Ideally candidates should have a goodtelephone manner and excellent customer service skills, be able to use acomputer and have good keyboards skills. Candidates need to be able to workunder pressure and cope with high call volumes calmly and efficiently in aprofessional manner following the agreed HMG callstructure.Previous employment in a medical/ clinic reception orwithin a telephone call handling environment would be advantageous.

Positions are a combination of early and late shiftsbetween 8am to

Main duties of the job

Telephone:

Care Navigation of patient enquiries to the appropriate clinician/organisation. Making appointments by telephone, handling requests for home visits and taking messages. Dealing with requests for test results; being aware of the rules of confidentiality. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detailand prompt appropriate delivery. Undertake any other additional duties appropriate to the post as requested by the Supervisor, Senior Management Team or Partners. Manage call demand alongside actioning patients tasks, online consultations, filing electronic records and answering reception e-mails. Ability to use initiative to help patients within practice policy.

Care Navigation

Ability to use predefined care navigation template to ask patients questions about their need for an appointment and recording accurately into the template. Ability to identify which patients need a GP appointment, nurse appointment, physiotherapy triage etc. and which can be dealt with administratively, following a clear documented protocol. patients needinga sick note Proactively using prompts to engage patients in conversation to book health needs is: smear test due, baby imms. Using AccuRX texting system to send links to patients as per practice protocols. Reception duties may berequired to meet practice needs in agreement with Reception Supervisor

About us

Hereford Medical Group is a large General Practice Surgery providing care for patients living in and around Hereford City. We work across 5 sites with our primary site being a newly purpose built surgery located in Hereford.

We are a people centered organisation, caring for a population of approximately 49,000 patients and employing approximately 180 permanent staff in addition to trainees. We place great value on our staff and offer the NHS Pension Scheme in addition to Employee Assistance Program and on-site Occupational Health Services and support.

Our mission is provide highly quality and compassionate primary care.

Job description

Job responsibilities

Please see the attached Job Description and Person Specification for further information regarding this role. If you have any further questions or wish to arrange an informal discussion regarding this role, please don't hesitate to get in touch.

Person Specification

Experience

Essential

Experience of dealing with the public/patients Experience of working with computer packages Experience of telephone switchboard operation

Desirable

Experience of EMIS clinical system Experience of working in a GP practice or other primary care environment. Experience of working in a call centre Experience of working in a public reception environment

Qualities/ Attributes

Essential

An understanding, acceptance and adherence to the need for strict confidentiality Ability to use own judgement, resourcefulness and common sense Ability to work as part of an integrated multi-skilled team Pleasant and articulate Able to work under pressure Able to work in a changing environment

Desirable

Leadership and management

Qualifications

Essential

A good standard of general education, including: English and Maths at GCSE level or equivalent. A demonstrable commitment to professional development

Desirable

European Computer Driving Licence (ECDL)

Knowledge/ Skills

Essential

Excellent communication skills Ability to work without direct supervision and determine own workload priorities

Other

Essential

Flexibility of working hours/ able to work at the desired times and HMG locations

Desirable

Experience of Primary Care

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