Patient Contact Centre NavigatorNHS

Job summary

The Role

We have an exciting opportunity for an enthusiastic and motivated individual to join our Contact Centre team as a Contact Centre Agent here at Banbury Cross Health Centre.

Experience of working in a contact centre/customer service environment would be advantage, however we do provide a structured training schedule and on-the-job training for all new starters.

The successful applicant will be a proactive team member who can demonstrate the ability to effectively organise and priorities skills to contribute to the smooth operation of the contact centre which will better our patients experience.

Due to the nature of the role, the successful applicant must have strong communication skills of empathy, sensitivity, and confidentiality.

You must be IT literate and have experience of using Microsoft Word & Microsoft Excel. Hours Required: Full or Part-Time hours considered.

The call centre will be open from 8am-19:00pm Monday-Friday and flexibility will be required to work various shifts across these hours on rota basis. You must be able to available to start from 8am and/or finish at 6.45pm.

Main duties of the job

Main Duties

To provide healthcare information & support to patients by acting as first point of contact for patients, general public and healthcare professionals who contact Banbury Cross Health Centre by phone.

The main duty of the Contact Centre team is to communicate with our patients via the telephone, online platforms, and emails to ensure patients can access the services the surgery provides and to signpost to alternative services when deemed appropriate. Majority of the contact from patients is regarding appointments with clinical staff; this requires a full triage of each contact to ensure the patient is dealt with by the right person.

Job description

Main Duties

To provide healthcare information & support to patients by acting as first point of contact for patients, general public and healthcare professionals who contact Banbury Cross Health Centre by phone.

The main duty of the Contact Centre team is to communicate with our patients via the telephone, online platforms, and emails to ensure patients can access the services the surgery provides and to signpost to alternative services when deemed appropriate. Majority of the contact from patients is regarding appointments with clinical staff; this requires a full triage of each contact to ensure the patient is dealt with by the right person.

Job Description

• To efficiently handle all calls, using the computer system (EMIS) in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries whilst identifying the difference between Emergency Action required and Routine requests.
• To handle calls in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries whilst identifying the difference between situations where emergency action is required as opposed to urgent on the day and routine requests.
• Gain an in-depth knowledge of the practice and its systems and staffing to enable efficient call handling and use of resources.
• Gain knowledge of local health care services and authorities along with other support available locally and be able to signpost the patient when appropriate.
• To always deliver excellent levels of customer service and contribute towards the call centre team achieving service delivery targets and ensure that decisions support the achievement of these targets.
• Gain excellent working knowledge of the phone system and interface, including understanding the wallboard and operational settings of the phone system.
• Ensure that telephone calls are answered within acceptable time limits to ensure effective service delivery.
• Ensure you are up to date with all aspects of the Data Protection Act 1998 and complete training when requested to do so. Attend all training courses as requested by your manager. You will be responsible for keeping yourself up to date with all policies & protocols of Banbury Cross Health Centre Call Centre Team
• Delivering accurate and complete messages, transferring calls as appropriate to doctors, nurses and admin staff.
• Be capable of identifying patients who may need immediate attention and ensuring that the clinicians are aware of such patients.
• Make new and follow up appointments.
• Undertake all aspects of data entry accurately and maintain a computerised clinical system.
• Have experience of and ability to deal with challenging behaviour.
• Maintain the cleanliness of your workstation and surrounding area.

Equal Opportunities:

• Ensure that self and co-workers deliver care equally to all by promoting a non- discriminatory and non-prejudicial practice.
• Promote individuals rights, personal beliefs and informed choice in respect of service deliverance as per the Equal Opportunities Policy and Patient Charter
• Promote effective and sensitive communication skills where there may be barriers to communications and sensitive issues.

Confidentiality:

• The Patient Call Handler & Navigator will sign a confidentiality agreement and maintain the confidentiality of information regarding patients who may wish to remain anonymous, staff and other business in accordance with the Data Protection Act.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the service may only be divulged to authorised persons in accordance with the company policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Personal/Professional Development:

• Participate in annual individual performance reviews, including taking responsibility for maintaining a record of own personal and/or professional development.
• Participate in any training programme implemented by the management team.
• Effectively manage own time, workload and resources.
• Assess own performance and development and take accountability for own actions, either directly or under supervision
• Adhere to KPIs set by the business for individual and team performance

About us

Banbury Cross Health Centre is owned and operated by Principal Medical Limited (PML), which works in partnership with the NHS to deliver primary care services in GP practices and community settings.

Founded in 2004 as a not-for-profit organisation by local GPs, PML was established to enable healthcare professionals to develop and deliver innovative services at scale. Today, 70% of GP practices in Oxfordshire and 22% in Northamptonshire are associated with the Federation.

PML is the largest GP Federation in Oxfordshire and South Northamptonshire, serving nearly 800,000 patients. We believe local providers are best placed to deliver high-quality, cost-effective care that meets community needs.

With over 20 years of experience, PML has a strong track record of delivering NHS, ICB and Public Health services. Our work is guided by five core values: being Compassionate, Competent, Courteous, Collaborative and Committed. We welcome applicants from diverse backgrounds and those with protected characteristics under the Equality Act 2010.