Primary Care Call Handler

Royal Wolverhampton NHS Trust; Wolverhampton; On-site; GBP 21,000 - 25,000; Full time

Job summary

Royal Wolverhampton NHS Trust is seeking a Call Handler to be the first point of contact for patients across eight GP practices. Based in a dedicated call hub, you will direct patients to the most suitable clinician or team, book appointments via EMIS Web, and provide a courteous, high-quality service to patients and clinicians alike.

You will need strong communication, exceptional multi-tasking, and careful attention to detail to manage varied requests and maintain efficient service within a

Qualifications

• Excellent communication and customer service skills.
• Ability to multi-task and prioritise with attention to detail.
• Experience using EMIS Web or similar appointment systems.

Responsibilities

• Book appointments using EMIS web and other systems.
• Provide prompt, courteous service to patients and clinical staff.
• Direct patients to the appropriate clinician or team.
• Deliver a high-quality, timely service to practices and the wider health community.

Skills

Communication skills

Multi-tasking

Attention to detail

Tools

EMIS Web

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., The post holder provides a comprehensive, effective, accurate and timely service to the practices, patients and their representatives as well as the wider health community.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. 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 achievednumerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.