Patient Contact Advisor

Salisbury Medical Practice; Salisbury; On-site; GBP 22,000 - 26,000; Full time

Job summary

A healthcare facility in Salisbury is seeking a dedicated Patient Contact Advisor to join their Patient Contact Team. Responsibilities include acting as the first point of contact for patients, handling appointment scheduling, and providing healthcare information in a friendly, professional manner. Ideal candidates will have strong communication skills and previous customer service experience, preferably in a medical environment. The role offers a competitive salary and opportunities for development while working with a supportive team.

Benefits

5 weeks annual leave (pro rata)

Competitive salary

NHS Pension Scheme

Qualifications

• 1 year+ experience in a customer service role.
• Ability to multitask and work independently.
• Experience in a busy environment, preferably in healthcare.

Responsibilities

• Act as the first point of contact for patients.
• Make, amend or cancel appointments.
• Ensure enquiries are answered in a timely manner.

Skills

Excellent communication skills, both verbal and written

Good telephone manner

Competent and confident in using IT & computers

Excellent organisational skills

Education

GCSE Grade C or above in Maths

GCSE Grade C or above in English

Qualifications at A Level standard

Tools

Clinical computer systems in SystmOne (TPP)

Job description

*Are you caring, resilient and wanting tohelp make a real difference to people's lives?

*Do you have excellent communicationskills and the ability to provide outstanding customer service in a call centre andfront desk environment?

*Do you have the ability to efficientlyhandle phone calls and enquiries in a polite, professional and timely manner?

If you have answered yes to thequestions above, then we would love to hear from you! We are looking for committed and enthusiasticindividuals to join our well-established Patient Contact Team at our MedicalPractice in Salisbury. Our PatientContact Advisors provide and advise on healthcare information to patients byacting as the first point of contact by phone and/or face to face.

The ideal candidate(s) will have previous customer service experience (ideally in a medical environment, however this is not essential), will have experience working as part of a team and will have the ability to liaise with staff at all levels. Applicants must have a friendly disposition, flexible approach and be adaptable to change. We work in a fast-paced environment, therefore candidates must be fast learners and confident and competent using IT software.

We have hours available across Monday to Friday between 8am and 6.30pm, and we offer 5 weeks annual leave (pro rata), a competitive salary and the chance to join or continue in the NHS Pension Scheme.

Applicants must be eligible to work in the UK

Main duties of the job

The key duties of this role are as follows:

• To act as the first point of contact for patients and visitors by welcoming them at the front desk and/or by greeting them over the telephone.
• To make, amend or cancel appointments.
• To signpost requests to the most appropriate service, appointment or clinician.
• To ensure enquiries are answered in a timely and professional manner.
• To ensure patient confidentiality, respect, and dignity is adhered to at all times.

About us

We are a friendly, forward thinking and supporting MedicalPractice with a large clinical team consisting of GPs, Nurses, NurseAssociates, HCAs, a Paramedic, Pharmacists and a Pharmacy Technician.

Job responsibilities

Please refer to Job Description attached to this advert for full details.

General duties of the role are as follows:

• Toread, action and maintain the Patient Contact List system in accordance withthe Practices policy and process.
• Toexplain the Practice arrangements and formal requirements for new patients,temporary residents and ensure procedures are completed.
• Toarrange patient transport for those eligible.
• Toshare information regarding the complaints procedure.
• Toassist with the document workflow process.
• Toopen, prepare and send letters where necessary.
• Toassist with the cancellation of clinics as and when required.
• Toopen the Practice up in the mornings (front desk only).
• Toaccept specimens from patients and deliver to the appropriate storage facility(front desk only).
• Tosign in and sign out medications including repeat prescriptions (front deskonly).
• Toaccept deliveries addressed to the Practice (front desk only).
• To liaisewith patients, carers, hospitals, community pharmacies and other localhealthcare providers when required regarding queries and requests and to passon messages.
• Toundertake statutory and mandatory training as required
• Toact with professionalism and ensuring that ethical conduct is adhered to at alltimes.
• Toassist with training for new staff.
• Toassist with the gathering of statistics and information when required.
• Toparticipate and co-operate with any research projects.
• Towork across different practices on an ad-hoc/when required basis.
• Itwill be necessary to attend and contribute to various practice meetings asrequested.

This job description isneither exhaustive nor exclusive and will be reviewed periodically inconjunction with the post holder. Thepost holder is required to carry out any duties that may reasonably berequested by the Partners and the Management Team.

Person Specification

Qualities / Attributes

• Ability to multitask
• Open to feedback and willing to learn and develop
• Fast learner
• Adaptable to change
• Flexible approach to demand
• Strong team ethic
• Calm & professional disposition
• Friendly & approachable

Knowledge

• Clinical computer systems in SystmOne (TPP)

Qualifications

• GCSE Grade C or above in Maths (or equivalent)
• GCSE Grade C or above in English (or equivalent)
• Qualifications at A Level standard (or equivalent)

Skills

• Competent and confident in using IT & computers
• Excellent communication skills, both verbal and written
• Excellent organisational skills
• Good telephone manner

Experience

• 1 year+ experience in a customer service role
• Working within a team
• Working independently
• Telephone call handling
• Working in a busy environment
• 2 years+ experience in a customer service role
• Working a reception style working environment
• Experience working within a confidential environment
• Experience working within a medical environment
• Experience working in General Practice and/or Primary Care