Call Centre Advisor Derby, England
Job description
Lister House Surgery
Call Centre Advisor's Job Description and Person Specification
Job Title
Call Centre Advisor
Job Summary
The primary purpose of this role is to answer calls from members of the public and other organisations in a professional, efficient, and courteous manner, providing a polite, constructive, and effective appointment booking and enquiry service. The appointee will proactively communicate information between relevant stake holders.
Mission Statement
At Lister House Surgery we pride ourselves in nurturing a friendly, professional and supportive environment in which to work, whilst ensuring we provide high quality patient centred care. We aim to continue and build on our vision to be a community hub. We have robust forward thinking plans in which to develop population health needs, involvement of the wider community and future sustainability of the practice. We welcome and involve members of the community in developing this plan and maintaining sustainability.
As an organisation we strive to provide excellent patient care whilst making the best use of our multidisciplinary team from the available resources. We aim to provide holistic care whilst integrating the whole community and empowering patients to have an active interest in their own health and well-being.
We welcome all suggestions and constructive feedback and are open and honest in any learning outcomes.
We take pride in encouraging staff to develop and reach their full potential by creating a positive learning environment and culture.
The partnership and management team are consultative in their decision-making process and value the input of every team member.
Practice Values
Our leadership behaviours framework set the standards of expectation we aspire to in our daily work. Meeting these standards and developing the capability to exceed them, will not only ensure that we continue to improve and respond flexibly to changing needs as an organisation, but will also help our staff to fulfil their potential, both in terms of personal achievement and career advancement.
The behaviours we expect to see at Lister House Surgery are:
RESPECT
We will respect and value the diversity of our patients, service users and staff, to create a respectful and inclusive environment which recognises the uniqueness of every individual
PARTNERSHIP
We will collaborate closely with our many partners to ensure that our combined efforts are focused on achieving the best possible outcomes for the people we serve.
SAFETY
We will embed a culture of safety improvement that reduces harm, improves outcomes and enhances patient experience. We will learn from mistakes and near misses and use patient feedback to enhance delivery of care.
CARE
We will aim to deliver care that is consistently high quality, well organised, meets best practice standards and provides the best positive experience of healthcare for our patients and their families
COMMUNICATION
We will respect the privacy, dignity and individuality of every patient. We will be open and inclusive with patients and provide them with information about their care. We will seek the views of patients, relatives and visitors and use this feedback to improve and enhance our services.
Generic Responsibilities
All staff at Lister House Surgery have a duty to conform to the following:
Equality, Diversity and Inclusion
A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of the health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
On arrival at the practice all personnel are to complete a practice induction programme; this is managed by your Line Manager.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training co-ordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at Lister House Surgery must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At Lister House Surgery, staff are required to dress appropriately for their role. A name badge will be supplied which is expected to be worn at all times.
Leave
All personnel are entitled to take leave. Line managers are to ensure all their staff are afforded the opportunity to take the appropriate number of days leave each year and should be encouraged to take all their leave entitlement.
Primary Responsibilities
The following are the core responsibilities of the Patient Services Advisors post. There may be on occasions, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
1. General Call Centre Advisors' duties:
To deliver a quality telephone service, dealing directly with patients, relatives and carers. These services include general enquiries, booking and cancelling of appointments, recording accurate information (i.e. visit requests) using SystmOne.
- Facilitating efficient lines of communication between patients and clinicians.
- To provide a first point of contact for patients, appropriately dealing with any queries.
- Deal with patient requests for appointments and home visits in line with practice policy, booking as appropriate, ensuring the efficient running of the practice.
- Observe a strict code of confidentiality at all times.
2. Call Centre Advisors' administration duties
- Extensive use of General Practice clinical systems (SystmOne) and linked software to update and store data in line with practice policy, ensuring patient records are maintained and up to date for clinical staff at all times.
- To retrieve information as required from computer and manual systems.
- Work within the Practice’s agreed policies and guidelines.
- Any other duties which may be required and are appropriate for the level and responsibility of this post.
The person specification for this role is:
Person Specification – Call Centre Advisors
Qualifications
Essential
Desirable
Educated to GCSE level including English and Maths Grace C or equivalent
NVQ level 2 in Customer Service or similar customer service qualification
Experience
Essential
1 years' experience in a customer service/reception environment
Previous experience of team working
Desirable
Previous NHS experience
Experience of using SystemOne (or similar)
Skills
Essential
Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communication situations (difficult patients)
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
Personal Qualities
Essential
Ability to maintain confidentiality
Able to cope well under pressure
Polite and friendly
Other Requirements
Essential
Proven ability to liaise appropriately with members of staff at all levels
This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.
Job Types: Full-time, Part-time, Permanent
Part-time hours: 20-37.5 per week
Salary: £10.50 per hour
Benefits:
- Company pension
- On-site parking
- Sick pay
- Store discount
Schedule:
- Monday to Friday
Work Location: In person
