Call Centre Advisor

The Methodist Church in Britain; East Midlands; On-site; GBP 12,000 - 18,000; Part time

Benefits offered by this job

NHS Pension Scheme

Generous holiday entitlement

Access to NHS discounts

Employee EAP wellbeing support

Employee discounts

Job summary

Lister House Surgery is seeking a part-time Call Centre Advisor to join the practice’s Call Centre Team. You will handle inbound calls and emails from patients, carers and clinicians, book appointments on SystmOne, and signpost or escalate urgent issues in line with clinical policies.

The role is 30 hours across five days with a mix of early and late shifts; a DBS check and a full UK driving licence are required, and you may be redeployed as demand changes.

Qualifications

• GCSE level education or equivalent.
• GCSE Maths and English at grade C or above.
• At least 1 year experience in customer service or reception.
• Good communication with patients, carers and clinicians.

Responsibilities

• Act as first point of contact for patients, carers and healthcare professionals by phone, email and other channels.
• Identify patient needs, give information, signpost and escalating urgent issues.
• Book patient appointments on SystmOne using free slot search in line with practice policy and clinical protocols.
• Prioritise and process clinical and administrative tasks, routing requests to the right clinician or team.
• Keep accurate patient records on SystmOne in line with confidentiality, data protection and clinical governance.
• Work with clinicians and administrative colleagues to support patient flow and service quality.
• Complete ongoing training and keep up to date with practice policies, SOPs and system changes.
• Give flexible administrative support during busy periods, staff absence and changing demand.

Skills

Communication skills

Interpersonal skills

Organisational skills

Confidentiality

Education

GCSE level or equivalent

GCSE Maths & English grade C or above

Tools

SystmOne

MS Office

Job description

Call Centre Advisor post at Lister House Surgery, a GP practice, handling inbound contact within the practice's Call Centre Team. The work centres on answering patient, carer and clinician calls and emails, booking appointments on SystmOne and signposting or escalating urgent issues. It is a 30-hour, five-day role with a mix of early and late shifts, and advisors may be redeployed as demand changes. A DBS check and a full UK driving licence are required.

What the job involves

• Act as first point of contact for patients, carers and healthcare professionals by phone, email and other channels
• Identify patient needs, give information, signpost and escalating urgent issues
• Book patient appointments on SystmOne using free slot search in line with practice policy and clinical protocols
• Prioritise and process clinical and administrative tasks, routing requests to the right clinician or team
• Keep accurate patient records on SystmOne in line with confidentiality, data protection and clinical governance
• Work with clinicians and administrative colleagues to support patient flow and service quality
• Complete ongoing training and keep up to date with practice policies, SOPs and system changes
• Give flexible administrative support during busy periods, staff absence and changing demand

What’s required

Qualifications

• Education to GCSE level or equivalent
• GCSE maths and English at grade C or above

Experience

• At least one year's experience in a customer service or reception environment

Skills & knowledge

• Excellent face-to-face and telephone communication, including handling difficult situations
• Good interpersonal and organisational skills
• Accurate verbal and written translation of information and details
• Strict adherence to a code of confidentiality
• Sound judgement and local knowledge when answering patient queries
• Working knowledge of Microsoft Office and use of email and the internet

Checks & eligibility

• DBS check
• Full UK driving licence

Other

• Able to cope well under pressure
• Polite and friendly

Nice to have

• NVQ level 2 in customer service or reception
• Previous team working experience
• Previous NHS experience
• Experience of using SystmOne or similar systems

What’s offered

• Generous holiday entitlement
• NHS Pension Scheme
• Access to a variety of NHS discounts
• Employee EAP wellbeing support
• Employee discounts