Call Handler

Hours: We are happy to consider both part time and full time hours and can discuss specific arrangements at interview. When applying, please specify number of hours you would like to work.

For more information please see our Job Description: JD – Call Handler

Living Well Partnership is made up of 8 GP surgeries working innovatively to change the way we deliver great patient care and fast, effective patient communication.

Overall Aim of role:

To support patients in receiving the best possible care and experience of Living Well Partnership by delivering a high-quality, responsive and professional call handling service; projecting a compassionate, positive and friendly image to patients and all other callers.

Answer inbound calls within agreed metrics and use sound judgement, knowledge and decision making to direct patients to the appropriate service or healthcare professional in a courteous, efficient and effective way.

Key Responsibilities:

• Work as part of a busy team to receive a high volume of inbound calls to the practice from patients, relatives, carers and other healthcare providers.
• Achieve and exceed agreed Key Performance Indicators (KPIs), for example call wait times.
• Utilise excellent communication and listening skills to obtain information and accurately assess patients’ needs and expectations.
• Appropriately manage patients’ expectations in a calm and courteous manner.
• Use sound judgement and knowledge of processes and care pathways, to ensure that patients are appropriately signposted, advised or triaged on first contact, helping to reduce call volumes and the need for subsequent contact. This may include directing patients outside of General Practice.
• Treat callers with dignity and respect at all times
• Promptly complete any follow up actions after calls such as seeking clinical advice, sending electronic tasks or liaising with third party providers.
• Sensitively and effectively manage potentially emotionally challenging or complex calls and endeavour to defuse difficult situations where possible.
• Ensure all contacts with patients are clearly and accurately documented on the computer system at the time of contact.
• Support elderly patients and those who do not have access to online services to complete an eConsult by providing an outbound call service between 12 – 2pm.
• Direct and support patients to book appointments online where appropriate.
• Utilise AccuRx to send clear and informative text messages to patients.
• Proactively encourage formal feedback from patients about the service they have received, to enable the Partnership to identify learnings to help improve our services.
• Proactively and positively seek solutions to challenges or unfamiliar situations and escalate concerns appropriately.
• Undertake any other additional duties appropriate to the post as requested by the team lead or Senior Team.

What we’re looking for!

We’re looking for candidates who have a genuine drive and enthusiasm for helping people. Previous experience in a call handling or customer service role would be of advantageous but not essential, however this is a patient contact role so a desire to work with members of the public is a must. You’ll thrive while working under pressure and feel great accomplishment in exceeding your call handling targets

What we can offer you!

• 5 weeks holiday pro rata PLUS bank holidays
• NHS pension scheme membership with a 14.38% employer contribution rate
• Employee Wellbeing initiatives
• Cycle to work scheme
• Monthly employee award
• Investment in developing your skills and progression opportunities, across the Partnership
• First consideration for other internal recruitment opportunities

To apply:

• Please email your up to date CV to hiowicb-hsi.livingwell-recruitment@nhs.net
• Please note that main site will be St Lukes, Hedge End but there may be a requirement to attend other sites
• Please be aware that all employees of the Partnership will be expected to have DBS Clearance.

Thank you for your interest and we look forward to hearing from you.

Dave Barclay

Managing Partner (Non-clinical)