Contact Centre Advisor Cosham, England
Job description
This Vacancy
Due to the expansion of our progressive Practice, a vacancy has become available in our innovative Contact Centre. You will be the first point of contact for patients and have a diverse range of responsibilities. Your role will be integral to the Practice and our patients, as you ensure that they receive the right care, at the right time and by the correct method. Portsdown Group Practice is a large, urban practice with 63,000 patients, working across 6 sites. The work we do is challenging, interesting and hugely varied, reflecting the demographic mix of our patients. We are a long- established training practice and our commitment to ongoing learning is unparalleled. You will be joining us at an incredibly exciting time as we embrace our new Model of Care and strive to deliver positive and meaningful outcome for our patients. If you can work, sometimes under pressure, to high standards, are flexible and reliable, with excellent interpersonal and communication skills, and can deliver a high quality of care in a busy professional environment, we would like to hear from you.
Working Pattern:
25.5 hours per week
Monday – 0800 – 1730 (60 minute unpaid lunchbreak)
Thursday – 0800 – 1730 (60 minute unpaid lunchbreak)
Friday – 0800 – 1730 (60 minute unpaid lunchbreak)
Rate of Pay:
£14,492 per annum (£10.90 per hour)
Introduction to Surgery
Philosophy and Practice
Everyone working within the Practice is committed to the provision of high quality primary care for the benefit of our patients, whom we respect and value. We strive to be an open-minded, friendly, caring and inclusive team.
Mission and Values
The Practice aims to deliver our philosophy by:
- Providing readily accessible medical and preventative health care within a structured, efficient, open-minded and caring environment.
- Encouraging the professional and personal growth of the whole team, clinicians and their support staff, promoting job satisfaction whilst maintaining financial viability.
- Optimising the use of our resources, commensurate with the size of our very large Practice, creating opportunities not always available to Practices with a smaller list of patients. Our size and innovative approach enables us to encompass and evolve with an ever-changing NHS.
- Challenging pre-conceived ideas, leading to more efficient ways of working for the benefit of our patients.
Practice Background
Portsdown Group Practice covers the whole of Portsmouth from postcodes PO1 to PO7. We operate from 6 surgeries: Cosham Park House (PO6 3BG), Crookhorn Lane (PO7 5XP, Heyward Road (PO4 0DY),
Kingston Crescent (PO2 8AL), Paulsgrove (PO6 4HJ), and Somerstown (PO5 4EZ).
We are our own Primary Care Network (PCN). We have Clinical Partners, Salaried GPs and a comprehensive Nursing and extended clinical team overseen by our Clinical Team Manager. The team consists of Nurse / Paramedic Practitioners, Registered Nurses, HCA’s, MSK Physiotherapists,
Podiatrist, Dietitians, Social Prescribers and Care Co-ordinators. The Pharmacy team consists of Clinical
Pharmacists, Pharmacy Technicians, Pre-Registration Trainee Pharmacy Technician and Prescription
Clerks.
The Practice is well established, financially secure and successful. Over the last few years, we have earned maximum QOF points.
Team Approach / Organisational Structure
Multi-disciplinary teams work across all sites.
Our organisational structure includes a Management Team, based at Kingston Crescent (Group
Business Director, Operations Manager, Business Intelligence Manager, Finance Manager, Clinical
Team Manager and Management Support Team) and a surgery team at each site.
We recognise that our team needs to work as a strong anchor chain within the community we serve.
Like a chain we acknowledge that every link has to be strong. We achieve this by working together, supporting each other and continuously inviting team members to make suggestions aimed at providing efficient, safe processes for our patients.
Teaching, Training and Development
The Practice has a long history of training – we train GP registrars, student nurses and have pharmacy student placements. We are committed to the ongoing development of the entire team, including mandatory and developmental training for all our staff. Team members are encouraged to highlight any training they feel would benefit them in the achievement of their role. The Practice funds, via a
“learning agreement”, any training which is felt will benefit the individual and the Practice.
Staff Benefits
The Practice is a Real Living Wage Employer and believes in rewarding staff by offering the following benefits in addition to the candidate’s remuneration package.
- Additional Days Holiday on Your Birthday
- Funded Private Health Plan with Benenden (with Option to Add Family Members)
- Annual Pay Review
- NHS Pension Scheme
- Generous Annual Leave Entitlement
- Eye Care Vouchers
- Social Events
- Refreshments
- Corporate fleece jacket
This Recruitment
The closing date for this post is: 5 June 2023
Applicants who are successful following this process will be invited for interview: 9 June 2023
Please ensure that you are free when applying, as we may be unable to re-arrange interview dates.
How to Apply
Please complete the online application via NHS Jobs.
Further Information / Practice visits
If you would like to arrange an informal chat and / or a visit, please contact Liam Sandy via email on [email protected].
Job Description
Title: Contact Centre Advisor
Responsible To: Contact Centre Lead / Senior Patient Care Co-ordinator
Main Purpose of the Post:
- To handle inbound calls and eConsult queries to the practice, dealing with them promptly and accurately to ensure the smooth running of the practice, and the delivery of a high- quality service to our patients.
Duties & Responsibilities of the Post:
Main Duties:
- Answer calls and eConsult queries promptly, and deal with them as efficiently as possible
- Maintain a professional and helpful attitude
- Book appointments for patients – ensuring accurate data collection and that appointments are booked with the appropriate clinician
- Provide patients with accurate information on appointments systems and processes
- Update existing patient information onto the clinical system
- Identify and escalate issues appropriately
- Route calls to the appropriate resource
- Signpost patients accordingly
- Develop care navigation skills
- Meet targets set on call handling and eConsult response times
- Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
Confidentiality:
As per both Government legislation and Practice Policies ensure that all confidentiality, data protection and information governance policies and guidelines are followed and strictly adhered to, reporting any infringements to the Operations Office immediately.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety policy.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, by carrying out his / her responsibilities with regards to the Practice’s Equal Opportunities Policy.
Personal / Professional Development:
The post-holder will participate in any training programme implemented by the Practice as part of this employment.
Quality:
The post-holder will strive to maintain quality within the Practice.
Communication / Information:
The post-holder should recognise the importance of effective communication within the practice and management team.
Any other delegated duties considered appropriate to the post.
This job description is not intended to be exhaustive, but to indicate the main areas of responsibility.
It may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties. Suggestions and discussions are welcome.
Policies and Procedures - the duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Practice, which may be amended from time to time.
The business operates between the hours of 0700 – 2100 hours Monday to Friday (0800 – 1700
Saturday), with possible requirement for some future evening and weekend working as the business develops.
Job Types: Part-time, Permanent
Part-time hours: 28.5 - 33 per week
Salary: £10.90 per hour
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Schedule:
- Day shift
- Monday to Friday
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: In person
Application deadline: 05/06/2023
