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Call Centre Operative Full Time

at Solihull Healthcare Partnership London in London (Published at 11-06-2021)

Solihull Healthcare Partnership is a primary care network formed of 7 different GP practices. We provide quality care to over 55,000 patients in the Solihull area.

Our Call Centre Operatives / Care Navigators are the first point of contact for patients contacting our Practices. This is a busy role which involves dealing with patient enquiries via telephone in our call centre and also at our practice receptions.

Duties include:

  • Providing clear concise information to patients and understand the importance of discretion and confidentiality.
  • After appropriate training employ a variety of questioning techniques in order to develop a full picture of the nature of the patient?s problem.
  • Identify potentially serious problems and bring those to the immediate attentions of the correct clinician; i.e. on call GP; triage Nurse Practitioner.
  • For less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen, and the appropriate professional to see them.
  • Building strong relationships with all direct team members, clinicians and recognise healthcare professionals in the practice as a scarce resource to be used appropriately.
  • Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice.
  • Be able to distinguish real priorities from cases of unnecessary panic, be able to reassure and manage these situations. Demonstrate assertiveness without being domineering and have ability to gain the confidence of the caller (project confidence and sensitivity).

What you will need to be successful in the role:

  • Experience of working in a busy call centre would be ideal
  • Excellent communication skills
  • Experience of working in a busy office environment
  • Excellent customer service skills
  • Ability to remain calm under pressure
  • Good IT skills and accurate data entry

You will also need to be flexible to work from our different practices, which are with close proximity to each other.

If this sounds like you, we would love to hear from you.

Job Types: Full-time, Part-time, Permanent

Salary: From £9.23 per hour

Benefits:

  • Store discounts

Education:

  • GCSE or equivalent (preferred)

Experience:

  • customer service: 2 years (preferred)


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