Call Centre Advisor

Call Centre Advisors provide a professional, efficient, and courteous first point of contact for patients, carers, and other healthcare professionals. The role focuses on handling incoming contact, including phone calls, emails, and tasks, to support access to appropriate clinical care and information. Call Centre Advisors respond to patient enquiries, book appointments, and signpost to services as required, while maintaining high standards of confidentiality, professionalism, and customer service.

Main duties of the job:

• Answer incoming calls, emails, and tasks promptly and politely.
• Identify and record the nature of all enquiries, ensuring requests are managed, signposted and escalated appropriately.
• Use free slot search to book appointments in line with the Practice policies.
• Prioritise and process tasks according to urgency and importance, directing queries to the most appropriate team or clinician.
• Use SystmOne to manage and update patient records accurately, recording all interactions and actions taken.
• Comply with confidentiality, data protection, and clinical governance standards at all times.
• Collaborate with the Triage Support Advisors, clinicians, and administrative colleagues to ensure smooth patient flow.
• Contribute a positive, supportive team environment and assist colleagues to ensure a smooth patient flow.
• Participate in training to maintain and improve knowledge, skills, and system proficiency.
• Keep up to date with changes in practice policies, call handling procedures, and SOPs.
• Provide cover and support during busy periods, staff absences, or workflow challenges.
• Adapt duties as required to ensure safe and effective patient access across both the wider Call Centre and Practice Team.

About us:

We are a very friendly GP practice with over 70 years of history, led by a stable forward-thinking partnership that is ready to embrace the new look of Primary Care. We have four sites and over 47,000 patients spread across the city of Derby. We seek someone who is keen to become part of a growing and supportive team and is looking to work in an ambitious practice. We are able to consider both full time hours and part time hours. Please indicate your preferred hours on your application.

In return Lister House Surgery will offer you the following benefits:

• Generous holiday entitlement
• Access to a variety of NHS discounts

Job responsibilities:

Please view the attached Job Description and Person Specification for full details regarding this post. When completing your application form, please ensure that you clearly demonstrate how you meet the role criteria.

Person Specification:

• Other Requirements: Disclosure and Barring Service (DBS) Check. Maintaining confidentiality at all times. Full UK driving licence.

• Experience: 1 years' experience in a Customer Service/Reception Environment. Previous experience of team working. Previous NHS experience. Experience of using SystmOne (or similar).

• Skills: Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communication situations. Good interpersonal and organisational skills. Ability to translate information and details accurately both verbally and written. Understanding acceptance and adherence to a strict code of confidentiality. Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries. A good working knowledge of Microsoft Office products and the ability to use email/internet.

• Qualifications: Education to GCSE level or equivalent. GCSE Mathematics and English (C or above). NVQ level 2 in Customer Service/Reception environment.

• Personal Qualities: Ability to maintain confidentiality. Able to cope well under pressure. Polite and friendly.

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.