Call Centre Advisor

Job summary

Call Centre Advisors provide a professional, efficient, and courteous first point of contact for patients, carers, and other healthcare professionals. The role focuses on handling incoming contact, including phone calls, emails, and tasks, to support access to appropriate clinical care and information.

Call Centre Advisors respond to patient enquiries, book appointments, and signpost to services as required, while maintaining high standards of confidentiality, professionalism, and customer service.

While Triage Support Advisors focus on outgoing patient contact following clinical triage, Call Centre Advisors manage inbound contact, ensuring patients are direction to the right service efficiently and safely . Both roles form part of the wider Call Centre Team and may be flexibly deployed according to service demand.

Main duties of the job

• Act as the first point of contact for patients, carers, and healthcare professionals, providing a professional, empathetic service via telephone, email, and other communication channels.
• Manage enquiries by identifying patient needs, providing information, signposting appropriately and escalating urgent issues when required.
• Book patient appointments using SystmOne and free slot search in line with practice policies and clinical protocols.
• Priorities and process clinical and administrative tasks accurately, ensuring requests are directed to the appropriate clinician or team.
• Maintain accurate patient records on SystmOne, ensuring all interactions are documented in line with confidentiality, data protection, and clinical governance standards.
• Work collaboratively with clinicians and administrative colleagues to support effective patient flow and high-quality service delivery.
• Participate in on-going training and keep up to date with practice policies, standard operating procedures, and system changes.
• Provide flexible administrative support during busy periods, staff absences, and changing service demands, undertaking additional duties to support the smooth running of the practice.

About us

We are a very friendly GP practice with over 70 years of history, lead by a stable forward-thinking partnership that is ready to embrace the new look of Primary Care.

We have four sites and over 45,000 patients spread across the city of Derby.

We seek someone who is keen to become part of a growing and supportive team and is looking to work in an ambitious practice.

In return Lister House Surgery will offer you the following benefits:

• Generous holiday entitlement
• NHS Pension Scheme
• Access to a variety of NHS discounts
• Employee EAP wellbeing support
• Employee discounts

Job responsibilities

Please view the attached Job Description and Person Specification for full details regarding this post.

When completing your application form, please ensure that you clearly demonstrate how you meet the role criteria.

Person specification

Other Requirements

Essential

• Disclosure and Barring Service (DBS) Check.
• Maintaining confidentiality at all times.

Desirable

• Full UK driving licence.

Experience

Essential

• 1 years' experience in a Customer Service/Reception Environment.

Desirable

• Previous experience of team working.
• Previous NHS experience.
• Experience of using SystmOne (or similar).

Skills

Essential

• Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communication situations.
• Good interpersonal and organisational skills.
• Ability to translate information and details accurately both verbally and written.
• Understanding acceptance and adherence to a strict code of confidentiality.
• Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries.
• A good working knowledge of Microsoft Office products and the ability to use email/internet.

Qualifications

Essential

• Education to GCSE level or equivalent.
• GCSE Mathematics and English (C or above).

Desirable

• NVQ level 2 in Customer Service/Reception environment.

Personal Qualities

Essential

• Ability to maintain confidentiality.
• Able to cope well under pressure.
• Polite and friendly.