Patient Contact Centre Navigator

Banbury Cross Health Centre; England; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Structured training schedule

Job summary

Principal Medical Limited operates the contact centre at Banbury Cross Health Centre. The role involves handling inbound calls on EMIS, triaging requests, booking appointments, and signposting patients to local health services.

You'll transfer calls to clinicians, maintain confidentiality, and keep data accurate while working to service targets in a structured training environment.

Qualifications

• GCSEs in Maths and English or equivalent.
• Good level of literacy and numeracy.

Responsibilities

• Handle inbound calls politely and efficiently on EMIS.
• Triage each contact to separate emergencies, urgent same-day, and routine requests.
• Transfer calls and pass accurate messages to clinicians and admin staff.
• Book new and follow-up appointments.
• Signpost patients to local health services and support.
• Enter data accurately in the computerised clinical system.

Skills

Excellent verbal and written коммуника

IT competence

Typing and data entry

Education

GCSEs in Maths and English

Tools

MS Word

MS Excel

Job description

The post sits in the contact centre at Banbury Cross Health Centre, a Principal Medical Limited site, where the agent is the first point of contact for patients and healthcare professionals by phone. Most calls concern appointments, so the work is mainly triage, booking and signposting, with emergencies separated from routine requests. Shifts run on a rota between 8am and 7pm on weekdays, open to full or part-time hours. Structured training is provided, but previous customer service or public-facing experience is essential.

What the job involves

• Handle inbound calls politely and efficiently on EMIS, resolving queries promptly
• Triage each contact to tell emergency, urgent same-day and routine requests apart
• Spot patients who need immediate attention and make sure clinicians know
• Transfer calls and pass accurate messages to doctors, nurses and admin staff
• Book new and follow-up appointments
• Signpost patients to suitable local health services and support
• Answer calls within set time limits and help the team meet service targets
• Enter data accurately and maintain the computerised clinical system
• Deal calmly and professionally with challenging behaviour
• Protect patient and staff confidentiality and promote equal, non-discriminatory care
• Build working knowledge of the practice, its staff, the phone system and local services
• Keep up to date with policies, training and KPIs, and manage own workload and development

What’s required

Qualifications

• GCSEs in Maths and English or equivalent
• Good level of literacy and numeracy

Experience

• Previous call centre, customer service or public-facing experience

Skills & knowledge

• Excellent verbal and written communication
• IT competence, including typing and navigation while speaking to callers
• Experience of Microsoft Word and Excel
• Ability to tell emergency requests from routine ones
• Ability to prioritise, problem solve and record details accurately
• Calm and professional under stress, escalating where appropriate

Other

• Commitment to excellent customer service
• Friendly, approachable team player
• Self-motivated and flexible
• Ability to learn and retain complex detail
• Available to start at 8am and/or finish at 6.45pm on a rota

Nice to have

• Basic understanding of primary care and general practice clerical services
• Experience of handling high volumes of inbound calls
• Experience working in a healthcare provider organisation
• Primary care systems such as EMIS Web
• Customer Service NVQ

What’s offered

• Structured training schedule and on-the-job training for new starters