GP surgery receptionist

Royal Wolverhampton NHS Trust; Wolverhampton; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading healthcare provider in Wolverhampton is seeking a Call Handler who will be the first point of contact for patients requiring appointments at various GP practices. This role involves managing incoming calls, ensuring effective communication, and providing excellent service to patients. Ideal candidates should demonstrate strong communication skills and a commitment to patient care. Flexible working arrangements are supported to promote a healthy work-life balance.

Qualifications

• Experience in a customer service role is beneficial.
• Ability to handle multiple calls simultaneously.
• Strong communication skills are essential.

Responsibilities

• Respond to incoming calls and manage enquiries.
• Liaise with management and clinical staff for efficient service.
• Support new staff in the induction process.

Job description

This is an excellent opportunity to be part of the evolution of the future of Primary Care as we escape from the world of the traditional GP surgery receptionist. First impressions are important, and here at the Royal Wolverhampton Primary Care Network we enjoy making every contact count. As a Call Handler you will be the first point of contact for patients requiring an appointment at one of our 8 GP Practices. As a key member of the first contact team, you will be based at a dedicated call hub facility, embracing a role that recognises the diversity of the wider multi-disciplinary team within General Practice allowing you to direct patients to the best person or team to manage their health or care needs. You will be expected to book appointments using EMIS web and other systems, provide a prompt, courteous service to all patients and members of the clinical team to ensure that the patient receives a first class and seamless service.

About the Trust

We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients. We are delighted that we have been rated as "Good" by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

Responsibilities

• To respond to incoming calls without delay
• To receive, respond to and maintain evidence of all enquiries
• To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations
• To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand
• To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed
• To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service
• To communicate patient appointments and information in a timely and agreed manner
• To be directly involved in any service developments e.g. on‑going development of the referral centre, patient pathways and IT solutions
• To support new staff within the team as part of the induction process
• To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Leader and / or Service Delivery Manager

Flexible Working - As a major employer in the Black Country and West Birmingham region we are committed to supporting all employees to achieve a healthy work life balance. We want the Black Country and West Birmingham region to be the best place to work and as such will consider all requests to work flexibly taking into account personal and individual circumstances alongside the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the Recruiting Manager as part of the on‑boarding process.