Job Introduction
We are looking for a telephonist to join the team in our Care Coordination Centre (CCC), based in Oldham Rochdale & Bury. As a telephonist with HCRG Care Group , you'll join the team who are focused on delivering impeccable customer service to our staff and service users.
We are looking for full time telephonist with plenty of customer service experience, who have a friendly and approachable telephone manner to ensure our staff and service users feel the difference. The CCC operates a 5 day service from 9- 5 pm
Main Responsibility
- Dealing with high number of telephone calls into the Service always ensuring efficient and sensitive communication.
- Respond to enquiries from patients to book their appointments
- To show excellent customer service skills when answering telephone calls that are received into the CCC
- To be able to follow guidelines/protocols and work with clinical colleagues to ensure patients are directed to the correct services in a timely fashion.
- To prioritise the level of need of referrals and highlight any urgent referrals to the suitable available health professionals.
- Collating and sending information and appointment letters to patients in respect of booked appointments.
- Perform clerical tasks including data input
- Carry out general clerical duties, e.g., filing, in the department office as required
- To be responsible for the processing and recording of confidential patient information and accurate coding of data.
- Maintain confidentiality of records, safe storage and archiving in accordance with HCRG policies and procedure guidelines
- To communicate professionally and effectively both written and verbally with senior management, clinicians and colleagues internally and in external organisations.
- Regular use of databases and IT packages e.g., Word, Powerpoint, Excel and Outlook to produce word documentation, presentations and spreadsheets.
- Participate in, review and evaluate personal learning and training activities via the Personal Development Review process
- Comply with HCRG policies and national legislation regarding confidentiality of patient information, the Data Protection Act 1998 and Health and safety law
- The post holder will be required to undertake any other duties, which may reasonably be required
- This list of duties is not intended to be exhaustive, but indicates the main areas of work and may be subject to change after consultation with the post-holder to meet the changing needs of the service
The Ideal Candidate
Essential
- Experience of telephone enquiry work
- Experience of working with hospital IT Systems
- Good customer care and interpersonal skills
- You will also have the ability to work as part of a team as well as carry out individual projects.
- Able to provide and receive clear and concise information by telephone and in other forms to colleagues and other staff
- Able to plan own work and meet agreed targets
- The ideal candidate will also have a flexible approach to work, reliable, caring and have the ability to remain calm in challenging situations.
Desirable
- Experience working in call centre ECDL or equivalent
- Experience of communicating with clients or patients.
You will also need to be confident using IT systems and be able to demonstrate working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel.
Package Description
As a telephonist you’ll be part of our dynamic team at Oldham Rochdale & Bury . You will feel valued as a telephonist within HCRG Care Group, receiving access to exclusive rewards and benefits including:
- £20,319.00 with group pension
- Free tea, coffee and milk at your base location
- Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
- Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates
- Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
- Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise
- An open, just culture where you’re encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year
- The pride of working for an organisation committed to the highest clinical and quality standards: with a number of our rated services holding “good” or “outstanding” ratings from the Care Quality Commission
About the Company
We change lives by transforming health and care.
Established in 2006 we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do.
We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We’re a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.
While it doesn’t happen often, sometimes a role is very popular, and we’ll need to close it earlier than the date we’ve shown here. If you’re keen to join our team, we’d love to hear from you so please apply as soon as you can.
As you’d expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.
Finally, we need to let you know that the company you’ll work for is part of HCRG Care Group Holdings Limited and by applying for this job we’ll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.
