Call Handler/Administrator
| Posting date: | 10 September 2025 |
|---|---|
| Salary: | £23,875.00 per year |
| Additional salary information: | £23875.00 a year |
| Hours: | Full time |
| Closing date: | 22 September 2025 |
| Location: | Ashgate, S40 4AA |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9166-25-0501 |
Summary
Display and maintain high levels of customer service at all times, ensuring all patients have a positive experience of Royal Primary Care To communicate effectively, accurately and professionally, applying discretion and empathy where necessary, with written, telephone and face to face contact, with service users, visitors, colleagues and external agencies Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner Monitor specified inboxes and respond to digital communications as required Handle patient enquiries both telephonically and digitally Deal with all enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols Document all call information according to agreed protocols, ensuring all appropriate information is captured on the patient record accordingly Manage and resolve patient enquiries Identify and escalate priority issues as per agreed protocols Follow up service user calls where necessary Provide service users with relevant and up to date service information Research required information using available resources Create and maintain, up to date computerised patient records and recall systems on SystmOne. Liaise with respective colleagues within Royal Primary Care to ensure a safe and efficient service for patients Liaise between clients, professional staff and other multi-agency partners e.g. Local authorities, and other partner agencies Book appointments, maintain appointment ledgers Adhere to the Repeat Prescription Standard Operating Procedure Proactively contribute ideas for improving the planning of service activities and/or administrative/clerical systems To participate in regular supervision and Annual Appraisal To be responsible for own development and seek opportunities to develop knowledge and skills To maintain appearance and behaviour in keeping with a member of the professional team and cooperate with and gain an understanding of the professional roles of others To promote a high-quality approach to patient care in conjunction with the multidisciplinary team Other duties appropriate to grade, as identified to support the functioning of the service.