Patient Call Handler (MAT COVER)
This job in numbers
Job summary
We are looking to recruit a friendly, organised and enthusiastic Patient Call Handler to join our busy GP practice team. This is an important role, providing excellent customer service to our patients while supporting the smooth running of the practice.
Main duties of the job
Answer incoming patient telephone calls in a professional and courteous manner.Handle a wide range of patient queries efficiently and sensitively Book, amend, and cancel appointments using SystmOne.
Accurately navigate patients to the appropriate clinician or service (signposting).
Manage general administrative queries and provide support where required
Maintain accurate patient records and ensure confidentiality at all times
Work collaboratively with clinical and administrative teams to ensure smooth service delivery
About us
We welcome applications to join our friendly, professional, caring and committed primary health care team.
Job responsibilities
Main duties of the job
Answer incoming patient telephone calls in a professional and courteous manner.
Handle a wide range of patient queries efficiently and sensitively Book, amend, and cancel appointments using SystmOne.
Accurately navigate patients to the appropriate clinician or service (signposting).
Manage general administrative queries and provide support where required
Maintain accurate patient records and ensure confidentiality at all times
Work collaboratively with clinical and administrative teams to ensure smooth service delivery
Essential Skills and Experience
- Excellent communication and interpersonal skills.
- Strong customer service experience.
- Good IT skills, including Microsoft Office.
- Ability to work under pressure in a fast-paced environment.
- Excellent organisational skills and attention to detail.
- Ability to maintain confidentiality at all times.
- Flexible and adaptable approach to work.
- Experience working as part of a team.
Desirable Skills and Experience
- Previous experience working in a GP practice, NHS setting or healthcare environment.
- Knowledge of SystmOne.
- Understanding of NHS services and patient pathways.
- Experience of handling confidential information.
Personal Qualities
- Friendly and approachable.
- Compassionate and patient-focused.
- Reliable and dependable.
- Positive and proactive attitude.
- Professional appearance and manner.
- Commitment to providing high-quality patient care and service.
Person specification
Qualifications
Essential
- GCSE A C in Maths and English Language or equivalent.
Knowledge and skills
Essential
- Possess and be able to demonstrate a good level of English Language
- A demonstrable commitment to professional development
- Excellent communication skills particularly telephone and face to face
- Be organised and able to work under pressure.
- The role requires a level of accuracy
- Excellent administration skills and ability to prioritise a busy workload
Experience
Desirable
- Previous customer / patient service experience
- Experience of administrative duties
- Experience of TPP SystemOne clinical system
- Primary Care Experience
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