Patients Services Call Handler

Patient Services Call Handler x3

Salary range: £11.66 - £13 per hour

Hours of work: Permanent, Part time/flexible 15-20 Hours per week. The core hours to work will be Mon to Fri 12.00-18.30.

Location: Weeks Drive, Slough

About the role

Would you like to join our friendly, dedicated, and supportive team of clinicians and non-clinicians at a large NHS general practice based in Slough, Berkshire?

We are seeking to appoint three motivated and enthusiastic individuals with excellent customer care experience to join our Patient Services (PSU) team within the practice. PSU Call Handlers reports directly to the PSU Manager. We offer, plus your salary good benefits package, as well as the opportunity to work in a supportive and collaborative environment with a diverse committed and dedicated workforce from different ethnic backgrounds ensuring the quality of our services to our patients are to a high standard.

You will be an integrated member of the PSU Team of 25 staff within the Practice, supporting the qualified professionals who work in partnership to ensure our patients enjoys a positive experience in their contact with the Practice. You will be first point of contact with our patients and the Practice ensuring our patients access appropriate care and services in a timely, compassionate, and respectful way for the efficient running of the Practice. You will be based at Weeks Drive one of our sites but expected to travel to Farnham Road Practice for training and meetings.

About the Practice

Farnham Road Medical Group (FRMG) is an outstanding, progressive, large training GP practice, with four sites based in Slough looking after nearly 38,000 patients. The practice is committed to innovation in providing high quality health care for our patients and a protected working and learning environment for our staff. Our Primary Health Care Team continues to grow with GPs working alongside Practice Nurses, Health Care Assistants, Physician Associates, Clinical Pharmacists, Paramedics, MSK Practitioners, Care Co-ordinators, Social Prescribers. This strong clinical team combined with our dedicated Patient Services Team provide an evolving healthcare and medical service to meet the varying needs of our patients and, in turn, provide what we believe is a sustainable model of modern General Practice. We have expanded our expertise and have transformed how we provide medical services to Slough’s diverse population.

Our vision is simple: ‘Putting Patients First’ and we are committed to providing services that tailor to their needs. We strive to achieve this through brilliant leadership, teamwork, communication, problem sharing and solving, training, education, and continued development.

Key Responsibilities:

To process telephone calls for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professionals.

Relay messages as required between doctors, patients, colleagues, and other professionals.

Advise patients that fees and charges may be made for services performed by the Practice, which are outside the scope of those offered free by the NHS.

Log requests for home visits on to the computer appointment system include all relevant information.

Ensure complete and accurate documentation of each patient contact.

Communicate effectively with patients and families regarding complex information about their care, provide advice and information to patients, carers, and their families where appropriate.

Communicate effectively and work collaboratively with medical, nursing, allied health professionals and operational staff to ensure delivery of a co-ordinated service.

Liaise with Patient Services Manager to process daily tasks list.

Your Skills/knowledge

To have a minimum of two years experiences in Customer care or reception environment.

Excellent interpersonal, customer care, and communication skills, and ability to handle customer complaints in an appropriate manner.

Ability to work independently and as part of a team and performed effectively under pressure.

Good standard of literacy and numeracy.

Be highly motivated with excellent timekeeping.

Good IT knowledge and excellent knowledge of Microsoft Package.

Can build a rapport with our patients from different ethnic backgrounds and show empathy when dealing with their queries.

What we offer

Annual holiday entitlement – Annual leave is 28 holidays including bank holidays with extra 3 days after 5 years continuous service.

Christmas Privileged leave – Up to three days between Christmas and the new year (outside of contractual leave allowances), at the discretion of the Partners.

NHS Pension – Occupational pension scheme, opened to all employees starting from your first date of employment.

Learning and development – we want you to learn daily to enhance your skills, abilities, and knowledge. We have fantastic range of opportunities depending on your job role, with mentors that are committed to ensure your development and progression throughout your career with the practice.

Employment benefits – The Classic Health Shield Plan Level 2, that enables employees to claim money back on their healthcare costs such as Dental, Optical, Health & Wellbeing and many more.

Free on-site parking at all our locations

Why should you apply?

If you are a motivated and experienced customer care agent with a hands-on approach to providing customer care service, who is looking for a challenging, rewarding and fulfilling role in primary care, then we would love to hear from you.

Job Types: Full-time, Part-time, Permanent

Pay: £11.66-£13.00 per hour

Expected hours: 15 – 20 per week

Benefits:

• Company pension
• Health & wellbeing programme

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (required)
• Receptionist: 1 year (required)
• Reception: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 30/05/2024