Patient Contact Centre Navigator

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 an 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 prioritise 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-18:45pm Monday-Friday and flexibility will be required to work various shifts across these hours on a rota basis. You must be able to start from 8am and/or finish at 6.45pm.

In return we can offer you:

• Competitive salary
• Induction and training
• 25 days annual leave
• Membership of the NHS Pension Scheme

Main Duties:

• To provide healthcare information & support to patients by acting as the first point of contact for patients, the 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.
• 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.
• 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.
• 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.

Person Specification:

Qualifications/ Professional Registration:

• Essential: GCSEs in Maths and English (or equivalent Qualification)
• Good level of literacy and numeracy

Experience:

• Essential: Previous call centre/customer service experience or experience of working with members of the public.
• Desirable: Basic level of understanding of primary care and clerical services within general practice. Previous experience of dealing with high volumes of inbound calls. Experience of working in a healthcare provider organisation. Primary Care Information Systems e.g., Emis Web.

Skills and Abilities:

• Essential: Commitment to providing excellent customer service.
• Good standard of written and verbal English.
• Excellent verbal and written communication skills.
• IT Competent and able to demonstrate competent typing and navigation whilst speaking to customers.
• Ability to differentiate between Emergency & Routine Requests.
• Ability to problem solve, use initiative and prioritise tasks.
• Self-motivated, with a flexible attitude and can-do attitude.
• Able to listen carefully and record details accurately.
• Able to stay calm and professional in stressful and challenging situations.
• Able to work within the parameters that you are trained in and able to escalate where appropriate.
• A team player - Able to work as part of a team with a friendly, approachable demeanour.
• Commitment to continuous personal development and ability to learn and retain knowledge quickly and understand complex detail.