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Primary Care Call Handler | The Royal Wolverhampton NHS Trust
| Posting date: | 29 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £22,383 pro rata |
| Hours: | Part time |
| Closing date: | 28 June 2024 |
| Location: | Wolverhampton, WV11 1XU |
| Company: | Royal Wolverhampton NHS Trust |
| Job type: | Permanent |
| Job reference: | 6350780/225-DIV3-5901029-A |
Summary
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 / Care Navigator you will be the first point of contact for patients requiring an appointment at one of our 9 GP Practices
As a key member of the first contact team, you will be based at a dedicated call hub facility, embracing a Care Navigator 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 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 achieved numerous 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.
To provide efficient and confidential support by delivering a comprehensive, high quality and accurate call handling service.
To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude
Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.
To respond to incoming calls without delay
To receive, respond to and maintain evidence of all enquiries.
To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.
To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.
To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.
To communicate patient appointments and information in a timely and agreed manner.
To be directly involved in any service developments e.g. on-going development of the referral centre, patient pathways and IT solutions.
To support new staff within the team as part of the induction process.
To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Leader and / or Service Delivery Manager.
This advert closes on Wednesday 12 Jun 2024