The post sits in the contact centre at Banbury Cross Health Centre, a Principal Medical Limited site, where the agent is the first point of contact for patients and healthcare professionals by phone. Most calls concern appointments, so the work is mainly triage, booking and signposting, with emergencies separated from routine requests. Shifts run on a rota between 8am and 7pm on weekdays, open to full or part-time hours. Structured training is provided, but previous customer service or public-facing experience is essential.
What the job involves
- Handle inbound calls politely and efficiently on EMIS, resolving queries promptly
- Triage each contact to tell emergency, urgent same-day and routine requests apart
- Spot patients who need immediate attention and make sure clinicians know
- Transfer calls and pass accurate messages to doctors, nurses and admin staff
- Book new and follow-up appointments
- Signpost patients to suitable local health services and support
- Answer calls within set time limits and help the team meet service targets
- Enter data accurately and maintain the computerised clinical system
- Deal calmly and professionally with challenging behaviour
- Protect patient and staff confidentiality and promote equal, non-discriminatory care
- Build working knowledge of the practice, its staff, the phone system and local services
- Keep up to date with policies, training and KPIs, and manage own workload and development
What’s required
Qualifications
- GCSEs in Maths and English or equivalent
- Good level of literacy and numeracy
Experience
- Previous call centre, customer service or public-facing experience
Skills & knowledge
- Excellent verbal and written communication
- IT competence, including typing and navigation while speaking to callers
- Experience of Microsoft Word and Excel
- Ability to tell emergency requests from routine ones
- Ability to prioritise, problem solve and record details accurately
- Calm and professional under stress, escalating where appropriate
Other
- Commitment to excellent customer service
- Friendly, approachable team player
- Self-motivated and flexible
- Ability to learn and retain complex detail
- Available to start at 8am and/or finish at 6.45pm on a rota
Nice to have
- Basic understanding of primary care and general practice clerical services
- Experience of handling high volumes of inbound calls
- Experience working in a healthcare provider organisation
- Primary care systems such as EMIS Web
- Customer Service NVQ
What’s offered
- Structured training schedule and on-the-job training for new starters
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Patient Contact Centre Navigator employer: Banbury Cross Health Centre
Banbury Cross Health Centre is an exceptional employer, offering a supportive work culture that prioritises the well-being of its staff while serving a diverse patient population. With flexible hours and opportunities for a portfolio career, employees can enjoy a balanced lifestyle while contributing to meaningful healthcare outcomes in the heart of Banbury. The practice fosters professional growth through continuous training and development, ensuring that GPs can thrive in their roles and make a real difference in the community.
Contact Details:
Banbury Cross Health Centre Recruitment Team
