Job description

Job responsibilities

The role will involve handling a high volume of incoming telephone enquiries, assisting patients with their queries and ensuring they are directed to the most appropriate service or member of the team. You will also be responsible for completing and processing online appointment requests, ensuring that information is recorded accurately and that patients receive the appropriate support.

You will work closely with colleagues within the hub and across all practices, using a range of computer systems and digital platforms to manage patient enquiries and support the smooth running of the service. The role requires a high level of confidentiality, professionalism and accuracy at all times.

You will be speaking with a wide range of patients and will need to be confident communicating with people from different backgrounds and with varying needs. The ability to remain calm, professional and courteous when dealing with challenging, sensitive or sometimes difficult inquiries is particularly important.

We are looking for individuals who are patient-focused, approachable, organised and confident communicators, who enjoy working as part of a team and can work effectively in a busy hub environment while maintaining a high standard of service to our patients.

Person Specification

Skills

Essential

• Additional Criteria
• Essential
• Excellent verbal communication skills and a clear understanding of spoken English.
• Good command of written English, with the ability to accurately record information.
• Confident and professional telephone manner.
• Excellent listening skills and the ability to understand what a patient is asking for.
• Able to communicate clearly and appropriately with people from a wide range of backgrounds and with different needs.
• Able to remain calm, polite and professional when dealing with difficult or challenging conversations.
• Able to work accurately and efficiently when handling a high volume of inquiries.
• Good organisational skills and the ability to prioritise workload.
• Able to work effectively as part of a team within a busy hub environment.
• Reliable, punctual and committed to providing a high standard of patient service.
• Understands the importance of patient confidentiality and data protection.
• Flexible and willing to support the needs of both practices and the wider hub team.
• Desirable
• Knowledge and understanding of NHS services and primary care.
• Understanding of the role of reception and patient-facing staff within general practice.
• Knowledge of online consultation and appointment processes.
• Experience of dealing with vulnerable patients or patients with additional communication needs.
• Willingness to undertake further training and develop knowledge of practice systems and services.

Experience

Essential

• xperience
• Essential
• Experience of working in a customer-facing or patient-facing environment.
• Experience of dealing with telephone enquiries and communicating with members of the public.
• Experience of handling a range of enquiries and providing clear and appropriate information.
• Experience of using computerised systems to record and retrieve information.
• Experience of working in a busy environment and managing competing demands.
• Experience of maintaining confidentiality when dealing with personal or sensitive information.

Desirable

• Desirable
• Previous experience within general practice, the NHS or another healthcare environment.
• Experience of working within a hub, contact centre or centralised service.
• Experience of using GP practice systems and online appointment systems.
• Experience of dealing with sensitive, distressed or challenging patients/customers.

Qualifications

Essential

• Person Specification Patient Advisor
• Qualifications
• Essential
• Good standard of general education.
• Good standard of written and spoken English.
• Ability to use basic computer systems and digital applications.
• Desirable
• E

Desirable

• GCSE English and Maths or equivalent.
• Customer service, administration or healthcare-related qualification.
• Training in customer service or telephone communication.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keston and Moorings Medical Practice

Address

Purley War Memorial Hospital

856 Brighton Road

Purley

Surrey

CR8 2YL

United Kingdom

Employer's website

https://www.kestonmedicalpractice.co.uk/ (Opens in a new tab)