Permanent Receptionist and Call Centre Operative

2 months ago

Great Yarmouth, United Kingdom East Norfolk Medical Practice Full time

Job summary

The job of the Receptionist and Call Centre Operative is avaried role. The role provides a pointof contact for patients and clinical staff as well as the full range of generalreceptionist administrative duties. The post holder is required to becourteous, sympathetic, and professional in these dealings. The need toliaise effectively with other health professionals and colleagues is a majorrequirement of this post.

The roleof the Reception and Call Centre Operative is to:

Receive and make telephone calls (divertingcalls and taking messages, ensuring accuracy of detail and prompt appropriatedelivery)

Receive, assist and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient and effective way.

Provide general assistance to thePractice team and project a positive and friendly image to patients and othervisitors, either in person or via the telephone

Main duties of the job

Making appointments and signposting patients to appropriateservices, giving out test results, home visit requests, contacting otherproviders and actioning tasks from clinicians using our Systm One clinicalsystem.

Answering a high volume of telephones call in to thepractice and directing the calls to the appropriate person/team.

We are looking for candidates with a background of customerservice and who have experience of dealing with the public over the telephone. Strongadministrative and IT skills are essential, as is the ability to work calmlyunder pressure.

In return the post offers the opportunity to meet peoplefrom all walks of life, together with the job satisfaction of working as anintegral part of a friendly team. Wealways aim to be caring, collaborative, hardworking, innovative, and open. If you share our values, we would love tohear from you.

We are committed to our responsibilities under the EqualityAct and welcome applications from all who believe they have the essentialrequirements for the job.

About us

Opportunities exist for Permanent Full and Part Time Receptionist and Call Centre Operatives. The successful candidate must be prepared to work various shifts with a start time of 8am, or a finish time of Monday to Friday. As the first point of contact for our patients, you will play a vital role in ensuring the smooth running of our practice. Your friendly demeanour and excellent customer service skills will make our patients feel welcome and supported.

East Norfolk Medical Practice is a friendly 16 partner GP practice, including physician associates and paramedics providing excellent health care to our growing population of approximately 32000 patients over four sites in the Great Yarmouth area. We are committed to improving the health, wellbeing and lives of our patients and colleagues in a friendly, supportive, pro-active and well- organised working environment.

Job description

Job responsibilities

Please reference our Job Description attached.

Key relationships Main Duties, OutlineResponsibilities and Work Portfolio Patient/Client Care and Support Financial, budgetary and contract management Organisational Policy Communicationand Information Research and Audit Corporate Responsibilities Person Specification

Communication skills

Essential

Able to communicate to staff at all levels Able to develop effective relationships both internally and with patients Experience of dealing effectively with confidential and/or sensitive information

Desirable

Ability to speak in a relevant second language

Other

Essential

Ability to concentrates Effective keyboard/IT skills Experience of routinely using VDUs

Desirable

Ability to make effective judgements within defined parameters and referring to others as appropriate Experience of dealing with competing work demands Ability to diffuse difficult situations Experience of maintaining tidy workspace Ability to travel to other sites

Qualifications

Essential

Experience of delivering high quality customer service Experience of dealing effectively with challenging people Experience of dealing with the public both by telephone and face to face Educated to GCSE C level or equivalent

Desirable

Experience of using MS software Knowledge of local health system Experience of working within a primary care setting Call Centre experience

Planning & Analytical skills

Desirable

Able to analyse basic information Experience of working to deadlines whilst managing a high volume of a varied workload Flexible approach to work

Leadership & People skills

Essential

Experience of supporting and assisting others

Desirable

Effective team worker

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