Job Description

Here at Priory Medical Group we can offer you:

• Certainty and security in your employment within one of the UK’s biggest Healthcare Provider.

• Fulfilling and rewarding work that really matters, you really make a difference!

• An environment where we all act with kindness and compassion towards colleagues at all times

• An opportunity to develop call handling and customer service skills (supported by your colleagues) in your career that will last a lifetime.

What is an Administrator in our clinical coding and data quality team?

• We think the purpose of this job is pretty simple … to provide ‘the best’ customer service … every day … every patient!

• As a Call Handler based in our Patient Central team, you are the voice of our Practice as you will be the first person many of our patients will come into contact with when booking their appointments.
• Not only do our patients need you to have a friendly telephone-smile and a reassuring demeanor … you will need this in bucket loads!

• You should be comfortable (and enjoy) working in a call Centre environment and we look for people with a warm, friendly, and approachable personality with a reassuring smile radiating in your telephone voice and manner.

• Follow a call guide to make the most appropriate appointment for the patient i.e. GP, Nurse, a range of allied health care professionals and Health Care Assistant roles.
• Ensuring calls are handled efficiently working towards the targets within the team and making a real difference to the patient experience

• Various administration duties generated by patient calls and any other administration work associated to the Patient Central team. To follow accurately and efficiently administrative processes and procedures

Job title: Patient Central Administrator (Call Handler)

Working hours: 37.5 Hours a week

We can be flexible on the number of hours/working days between Monday to Friday, 08:00 -18:00

Salary: £17,764.50 pro rata salary + Company Pension

Providing a fair share of cover:

Because our patients rely on the team to access the care they need, and because we as colleagues must be able to rely on one another, you will be required on occasion to work additional hours and/or days as necessitated by service needs. This is typically to cover planned / unplanned absence in the team. You will be expected to work a fair share of these additional hours as your colleagues in the team. Additional hours needing cover (cover ROTA) are displayed 4 weeks in advance and all team members are required at first instance to participate and to take a fair share. This also helps our staff feel comfortable and to ‘have a say’ in what cover they provide. You should be aware, additional hours maybe allocated to you on occasion if the cover ROTA is not complete.

Required Knowledge, Skills, and Abilities

Proven Team Player with pride in how you interact with colleagues and contribute to a positive enjoyable working environment. Professional pride in the quality of your work and relationship with customers / internal colleagues. Proven ability to adapt and react positively to change – we are constantly improving and evolving our ways of working. Excellent track record in a target driven customer service environment. Proven ‘first class communication skills’. Proven ability to comply and work to processes and procedures. Competent in the use of PCs and IT systems. Ability to adhere to strict confidentiality policies. Absolute discretion with regards to patients and colleagues. Proven background as an in-bound call handler in a healthcare environment.