NHS Contact Centre Call Handler London, England
Job description
Our Patients Need You!
At Penrose Health, our mission is to provide the best healthcare to our patients. We're a friendly team looking for like-minded people who can help us fulfill this mission and make a real difference to our patients' lives!
The job
You will be working with our front-line Call Handlers and Clinical teams to support the delivery of the highest quality primary care service to our patients.
More specifically, NHS Contact Centre Call Handlers will be responsible for precise, appropriate and effective triage of all inbound queries and requests whilst maintaining a professional, friendly and empathetic telephone manner.
Day-to-day responsibilities include dealing with a large volume of calls and written enquires received via email/website.
Details
Location: London Bridge, London SE1 2EL
Hours: Full-Time or Part-Time, minimum 3 days per week – shifts are 0800-1600 and 1030-1830
Salary: £23,000 – £25,000 pa WTE depending on experience
Benefits: Private medical insurance, discounted Gym membership, pension scheme, no shifts on Bank holidays or weekends, social events
About you
Successful candidates will be very good listeners, have strong communication and social skills to enable communication with our diverse range of patients, have attention to detail, the ability to problem solve and learn quickly and remain calm, friendly and empathetic in all circumstances.
The candidate is also expected to have proficient computer and keyboard skills and be comfortable answering calls continuously for long periods of time (with adequate breaks).
Basic knowledge of NHS services, and medical terminology is desirable. Proficiency in a second language may be helpful for this applicant.
Minimum requirements: candidates must be comfortable with computers. Previous experience working in a GP practice or with EMIS is preferred but not required. Experience in customer service fields and second languages may be helpful in your application.
About us
We're a small group of close-knit surgeries in South East London on a mission to deliver the best healthcare to our patients. We use a multidisciplinary approach – bringing together GPs, Nurses, HCAs, Pharmacists, Paramedics, Mental Health Nurses and our non-clinical team to deliver an efficient and effective service with best in class outcomes for patients.
With high levels of patient satisfaction (> 4* on Google at all our sites) and low waiting times, we've been able to grow to over 70,000 patients and we continue to grow at a rapid pace.
We serve our patients across 8 CQC 'Good' rated sites in Lambeth, Southwark and Lewisham, with each site having its own dedicated multidisciplinary team. You'll join one of these site-based teams but you'll be part of the larger Penrose Health family as well!
As part of Team Penrose, you will be covered by our Vitality Private Health Insurance, you'll have the choice of a NOW or NHS pension and you'll benefit from a comprehensive sick pay scheme after your first year with us. We also pay your professional indemnity and you'll have the opportunity for funded professional development in the future.
On top of the employment benefits, we love to have a bit of fun. This year the whole team has gotten involved in a year-long Penrose Cup tournament including a bake-off, a steps challenge, a pub quiz and a fundraising round. We've also enjoyed ice cream from our regular visiting ice cream van, enjoyed surprise gifts and taken some proper time to celebrate the summer (see below). These are just some (but not all) of the things we do to make this a great place to work!
Have a watch of our group-wide Summer Social Aftermovie here: youtu.be/KiKW1VbQUus
Underneath all of this, you will also find a core strength and camaraderie that exists in each of our surgery teams and across the group – we really are a family.
All our team are enthusiastic, friendly and we want to make a real difference to our patients – come and be a part of the team!
