Call Operative - Bilston, United Kingdom - Health and Beyond

Health and Beyond

Verified Company

Bilston, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job purpose/summary:

The post holder provides a comprehensive, effective, accurate and timely service to GPs, healthcare professionals, patients and their representatives.

Provide a professional and efficient call handling service for Health and Beyond Practices. The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail.

The post holder will provide a high-quality experience in handling calls/contact with the Call Hub in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.

Health and Beyond will expect the Call Hub Team to work in accordance with their values; We act with integrity | We work together | We are compassionate and kind Main Duties & Responsibilities To provide efficient and confidential support to Health and Beyond by delivering a comprehensive, high quality call handling service.

Ensure that all enquiries are completed according to departmental procedures and within set quality standards. To provide a comprehensive service where the service user/professional receives a full explanation and response to their enquiry.

To keep accurate records of all calls into the service. To accurately record call details into EMIS. To file all relevant information and keep in the department for statistics and auditing purposes.

To ensure continuous development in knowledge of local services to advise and guide patients To maintain a high standard of care navigation To ensure knowledge and usage of local Pharmacy schemes To attend staff meetings and respond to all communications to improve care and quality To Participate in team building and staff meetings to improve care To participate in local and national targets guided by your management, when talking to patients To be directly involved in any pilots, programmes or initiatives within Health and Beyond To proactively monitor the capacity status of a range of services, ensuring that any capacity issues are highlighted and dealt with in a timely manner.

To support all staff within the call hubs to ensure that the service runs effectively and efficiently. To provide reports from the system as required and send appropriately as instructed.

To use a variety of communication styles to ensure effective telephone communication; this includes working with those who may have difficulties in communication, who are vulnerable, and from a range of cultural backgrounds.

To participate in the on-going development of the Phone Group service.

To deal with and support patient pathways as they are developed and agreed within the health care system.

To continuously work to develop systems that will improve the efficiency, effectiveness and support the smooth running of the department.

To ensure availability at all times in responding to incoming calls and work flexibly with manager to plan activities with regard to peaks in call demand.

To undergo any training / development as required.

To assist in training new starters. To adhere to all local policies and procedures. To work constructively with colleagues to provide a high quality, effective call coordination service.

To ensure that effective lines of communication are maintained between the service and other Ad hoc duties will include supporting practices with administrative tasks within task groups, online contacts from patients and patient registrations.

This job description is not intended to be an exhaustive list of duties and it may be reviewed and altered in the light of changed service needs and developments after discussion with the post holder

Other information:

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.

They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.

They may also have access to information relating to the practice as a business organisation.

All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice gui