Call Handler/Patient Navigator in Luton

Join us as a call handler at Lea Vale Medical Group! This is a fantastic opportunity to truly impact lives by working with an organisation committed to providing a responsive and patient‑centred service for those in need of healthcare advice and support. This is an exciting role as you'd be joining an established non‑clinical team that serves just over 40,000 patients and is rated outstanding by the CQC.

Main duties of the job:

• The call handler is one of the first points of contact for patients managing urgent and non‑urgent cases when they call for medical advice.
• This role involves efficiently managing incoming calls, signposting patients and ensuring queries are addressed in a timely and professional manner.
• The successful candidate will also be using our consultation tool to triage patient enquiries and signpost or book appointments as appropriate.

Job responsibilities:

• Answer incoming calls promptly from patients, addressing their queries, concerns, or appointment requests.
• Maintain a professional and empathetic approach when interacting with patients, ensuring clear and accurate communication.
• Make appointments for patients to see GPs, nurses or others.
• Demonstrate a patient‑centred approach in all interactions, ensuring a positive and supportive experience.
• Handle patient concerns and complaints professionally.
• Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
• Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
• Accurately record details and ensure patient information is entered accurately and stored confidentially.
• Take requests for phone consultation and home visits and record on the system following the procedure.
• Carry out a range of clerical duties, as required.

Experience:

• Experience of working in a customer services/other front line situation.
• Computer literate with excellent keyboard skills.
• Self‑starter, able to work on own initiative, following set procedures and protocol.
• Use of clinical system software eg. Systmone.
• Previous NHS experience ideally within a GP setting.

Qualifications:

• Good level of education to GCSE standard or equivalent.

Skills and Abilities:

• Advanced working knowledge of Office 365 applications.
• Excellent communicator both verbally and written, demonstrated with people at all levels and in all circumstances.
• An understanding, acceptance and adherence to the need for strict confidentiality.
• Can plan own work and multi‑task.
• Resourceful and able to accept and deal with a heavy workload.
• Have previous telephony and IT skills and be able to record all information accurately and take appropriate action where required.
• An enquiring mind with a willingness to learn new skills and procedures.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.