Job Description

An exciting opportunity has arisen on a fixed term 9-month contract to work within our Call Handling/Administrative Team at Royal Primary Care to provide administration and telephone support. The post holder will be an integral point of contact for both patient and colleagues.



We are looking to employ a Call Handler based at our Ashgate site:



Full-Time fixed term for 9 months - 22.5 hours per week



Our vision is to be an exceptional provider of family medicine, dedicated to our patients, and we're on a mission to improve our community's health and reduce inequality.



To provide a comprehensive call answering service and administration support service to an identified pathway to the services supported by Royal Primary Care and within the wider healthcare community. This will include dealing with queries from service users, inputting and updating data within medical records, working with clinicians and partners for the service delivery and providing excellent customer service.



The successful candidate should have



Basic IT skills.

Previous office experience - able to use office equipment e.g. photocopiers, printers and scanners.

Demonstrable experience of handling large call volumes.

Experience of working in a call center or customer service environment



Other essential skills are the ability to work as part of a team, have a good level of qualification (or equivalent experience) and competency in Maths and English.

Our vision is to be an exceptional provider of family medicine, dedicated to our patients, and we're on a mission to improve our community's health and reduce inequality.



Royal Primary Care surgeries are part of Chesterfield Royal Hospital Foundation Trust and this brings the benefits of being part of a larger organisation. As well as an NHS pension, you'll have access to training and development opportunities and a whole raft of well-being initiatives to look after your physical and mental health. At Royal Primary Care, your happiness is at the heart of our appraisal system, and we place great importance on everyone feeling included. You'll have an equal say in how we look after you through access to our annual staff survey.



(Please note although this is not Agenda for Change - we do offer our employees a good package of benefits)



Display and maintain high levels of customer service at all times, ensuring all patients have a positive experience of Royal Primary Care To communicate effectively, accurately and professionally, applying discretion and empathy where necessary, with written, telephone and face to face contact, with service users, visitors, colleagues and external agencies Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner Monitor specified inboxes and respond to digital communications as required Handle patient enquiries both telephonically and digitally Deal with all enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols Document all call information according to agreed protocols, ensuring all appropriate information is captured on the patient record accordingly Manage and resolve patient enquiries Identify and escalate priority issues as per agreed protocols Follow up service user calls where necessary Provide service users with relevant and up to date service information Research required information using available resources Create and maintain, up to date computerised patient records and recall systems on SystmOne. Liaise with respective colleagues within Royal Primary Care to ensure a safe and efficient service for patients Liaise between clients, professional staff and other multi-agency partners e.g. Local authorities, and other partner agencies Book appointments, maintain appointment ledgers Adhere to the Repeat Prescription Standard Operating Procedure Proactively contribute ideas for improving the planning of service activities and/or administrative/clerical systems To participate in regular supervision and Annual Appraisal To be responsible for own development and seek opportunities to develop knowledge and skills To maintain appearance and behaviour in keeping with a member of the professional team and cooperate with and gain an understanding of the professional roles of others To promote a high-quality approach to patient care in conjunction with the multidisciplinary team * Other duties appropriate to grade, as identified to support the functioning of the service.