Patient Contact Centre Navigator

NHS Jobs; Banbury; On-site; GBP 21,000 - 25,000; Full time

Job summary

Oxford University Hospitals NHS Foundation Trust in Banbury is seeking a Call Handler to provide healthcare information and support as the first point of contact for patients, the public, and healthcare professionals. The role focuses on triage, signposting to services, and ensuring timely resolutions of call queries using EMIS to transfer to the appropriate clinical staff.

The position emphasizes delivering excellent customer service, handling diverse enquiries by phone, online platforms, and

Responsibilities

• Deliver accurate and complete messages, transferring calls as appropriate to doctors, nurses and admin staff.
• Identify patients who may need immediate attention and alert clinicians.
• Make new and follow up appointments.
• Undertake all data entry accurately in a computerised system.
• Maintain the cleanliness of your workstation and surrounding area.

Tools

EMIS System

Job description

Main Duties To provide healthcare information & support to patients by acting as first point of contact for patients, general public and healthcare professionals who contact Banbury Cross Health Centre by phone. The main duty of the Contact Centre team is to communicate with our patients via the telephone, online platforms, and emails to ensure patients can access the services the surgery provides and to signpost to alternative services when deemed appropriate. Majority of the contact from patients is regarding appointments with clinical staff; this requires a full triage of each contact to ensure the patient is dealt with by the right person. Job Description To efficiently handle all calls, using the computer system (EMIS) in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries whilst identifying the difference between Emergency Action required and Routine requests. To handle calls in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries whilst identifying the difference between situations where emergency action is required as opposed to urgent on the day and routine requests. Gain an in-depth knowledge of the practice and its systems and staffing to enable efficient call handling and use of resources. Gain knowledge of local health care services and authorities along with other support available locally and be able to signpost the patient when appropriate. To always deliver excellent levels of customer service and contribute towards the call centre team achieving service delivery targets and ensure that decisions support the achievement of these targets. Gain excellent working knowledge of the phone system and interface, including understanding the wallboard and operational settings of the phone system. Ensure that telephone calls are answered within acceptable time limits to ensure effective service delivery. Ensure you are up to date with all aspects of the Data Protection Act 1998 and complete training when requested to do so. Attend all training courses as requested by your manager. You will be responsible for keeping yourself up to date with all policies & protocols of Banbury Cross Health Centre Call Centre Team Delivering accurate and complete messages, transferring calls as appropriate to doctors, nurses and admin staff. Be capable of identifying patients who may need immediate attention and ensuring that the clinicians are aware of such patients. Make new and follow up appointments. Undertake all aspects of data entry accurately and maintain a computerised clinical system. Have experience of and ability to deal with challenging behaviour. Maintain the cleanliness of your workstation and surrounding area. Equal Opportunities: Ensure that self and co-workers deliver care equally to all by promoting a non- discriminatory and non-prejudicial practice. Promote individuals rights, personal beliefs and informed choice in respect of service deliverance as per the Equal Opportunities Policy and Patient Charter Promote effective and sensitive communication skills where there may be barriers to communications and sensitive issues. Confidentiality: The Patient Call Handler & Navigator will sign a confidentiality agreement and maintain the confidentiality of information regarding patients who may wish to remain anonymous, staff and other business in accordance with the Data Protection Act. Information relating to patients, carers, colleagues, other healthcare workers or the business of the service may only be divulged to authorised persons in accordance with the company policies and procedures relating to confidentiality and the protection of personal and sensitive data. Personal/Professional Development: Participate in annual individual performance reviews, including taking responsibility for maintaining a record of own personal and/or professional development. Participate in any training programme implemented by the management team. Effectively manage own time, workload and resources. Assess own performance and development and take accountability for own actions, either directly or under supervision Adhere to KPIs set by the business for individual and team performance

Oxford University Hospitals NHS Foundation Trust