Patient Advisor - Phone Hub

An exciting opportunity hasarisen for an experienced call handler to join the Beacon Medical group phonehub team. This role is to support our patients with their medical queries andensure that they are signposted to the correct care first time. Your role as acall handler will be varied and good communication with patients and colleague swill be key.

The phone hub is open Monday to Friday between 08:00 and 18:30, where we operate a morning and an afternoon shift between 08:00 to 13:15 and 13:15 to 18:30. The Phone Hub are part of the unseen hard-working team behind Beacon. The working patterns for the roles will be:

• Role 1 - 21 hours
• Monday 0800-13:15
• Tuesday
• Thursday
• Role 2 - 15.75 hours
• Tuesday
• Thursday
• Friday
• Role 3 15.75 hours
• Tuesday
• Thursday
• Friday

Our focus is on improving services and providing high quality care to our patients whilst supporting thelocal health system to build sustainable integrated services to meet the current and future health and wellbeing needs of the communities we serve.

• Induction programme
• Protected learning time
• Practice internal training events
• Opportunity for CPD
• Regular reviews
• Staff communications group

Please ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.

• The successful applicant willhelp provide support to our patients using their excellent customer service skills and ensure that accurate data inputting and general note keeping information into our clinical system is maintained at all times.
• Our patients have multiple meansof contact into our service, and you will be expected to support them over thephone, face to face and via digital format. The right candidate will preferably have experience in these areas, but full training will be provided.
• Following GDPR guidance, Workwith a fast pace to a high quality, in all areas of our phone hub role.
  
  Knowledge of medical reception work is preferable, being able to follow all practice guidelines, policies & procedures is essential.
• The role is varied and will keepany candidate interested day to day.
• The ideal candidate must have a flexible can do attitude with a passion for excellence and an ability to workwell within a team.

Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, , Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place.

We are a forward thinking partnership always looking for opportunities to improve services for our patients. We have a good reputation for delivering good healthcare, leading at scale and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership and services.

If you join our team; you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.

• Key Responsibilities: To be responsible for your own continuing self-development, undertaking training as appropriate.
• To undertake other duties appropriate to the grading of the post as required.
• Must be able to work flexible hours.
• Tomeet and greet patients, members of the public and visitors to the practice ina friendly and courteous manner
• Offer general assistance to the practice team and project a professional, positive,and friendly image to patients and other visitors, either in person or via the telephone.
• Facilitate effective communication between patients, members the primary health care team,secondary care, and other associated healthcare agencies.
• Liaise with district nurses, midwives, and other professionals within the community teams, on behalf of patients
• Ensurean effective and efficient reception service is provided to patients and anyother visitors to the Practice
• Ensure that excellent customer care is being delivered at all times
• Playan active role in the co-ordination, and review of patient surveys
• Offer solutions and actively listen to patients to resolve issues.
• Dealwith complex and sensitive issues
• Receive specimens for laboratory analysis from patients and advise patients of theirtest results on request
• Arrange patient transport as directed
• Operations: Process telephone requests for appointments, visits, and telephone consultations
• Receive,assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, including signposting patients to the most appropriate appointments using in-house triage guidance.
• Dealwith all general enquiries, explain procedures and make new and follow-up appointments.
• Usingyour own judgment…