Telephonist inGravesend inGravesend PUBLISHED THU 5 DEC 2024

PERMANENT

Downs Way Medical Practice rMFmhq5C

Centralized phone system allows for focused work on telephone inquiries, enhancing efficiency.

Opportunity to play a crucial role in patient communication and support, ensuring timely access to medical information.

Limited face-to-face interactions create a less stressful work environment for those who prefer back-office roles.

Job involves diverse tasks such as answering queries, taking appointment requests, and conveying test results, keeping the work interesting.

Emphasis on teamwork fosters a collaborative atmosphere among staff, enhancing workplace relationships.

Access to ongoing training and the chance to learn and implement new procedures as the practice evolves.

The role of Telephonist at Downs Way Medical Practice in Gravesend involves managing all first contact telephone communications for the practice, following the centralisation of the telephone system. Telephonists work as a cohesive team to answer calls, handle appointment requests, address queries, navigate reception, and relay test results and messages from the clinical team. This position is primarily back office based, with minimal face-to-face interaction with patients, and emphasises prompt, clear, and warm communication while maintaining confidentiality.

Key responsibilities include answering incoming calls in accordance with practice protocols, relaying information to relevant personnel, making external calls for message delivery, entering and checking records on a computer, and attending staff meetings when possible. The position requires flexibility, as duties may evolve with practice developments, and collaboration with fellow staff members to ensure smooth operations is essential. Additionally, Telephonists may be required to cover shifts during colleagues' absences and assist with light refreshments.

The telephonists are responsible for all of the first contact telephone work for the practice following the centralisation of the telephone system to release reception staff to deal with patients face to face. The telephonists will work as one team, answering the telephone, taking appointment requests, answering queries, reception navigation and passing on test results and messages to patients on behalf of the clinical team. This is a back office function with very limited face to face contact with patients.

· Telephone calls are answered promptly and clearly and in line with the practice protocol

· Calls are answered clearly, simply and with warmth, conveying accurate information to the caller

· Deal with in-coming calls and pass on the appropriate information to the relevant personnel which will include appointment requests, follow ups, test results to name just a few of the types of enquiry

· Confidentiality is maintained at all times

· Make external calls on behalf of the Practice to patients and external agencies to pass on messages on behalf of the clinical team

· To use the computer to check records, and enter information on the computer as appropriate

· Attend practice staff meetings as requested and whenever possible

· The duties listed above may change in the light of developments within the practice and are subject to review. Implementation of any changes will be by mutual consent.

· To work together with the other staff to ensure the smooth running of the practice

About us
· Telephone calls are answered promptly and clearly and in line with the practice protocol
· Calls are answered clearly, simply and with warmth, conveying accurate information to the caller
· Deal with in-coming calls and pass on the appropriate information to the relevant personnel which will include appointment requests, follow ups, test results to name just a few of the types of enquiry
· Confidentiality is maintained at all times
· Make external calls on behalf of the Practice to patients and external agencies to pass on messages on behalf of the clinical team
· To use the computer to check records, and enter information on the computer as appropriate
· Attend practice staff meetings as requested and whenever possible
· The duties listed above may change in the light of developments within the practice and are subject to review. Implementation of any changes will be by mutual consent.
· To work together with the other staff to ensure the smooth running of the practice
· To cover other Telephonists’ holidays as per rota.
· To learn and implement new procedures as appropriate

· Along with other members of the team, make tea or coffee.

More information related to this job opportunity, from jobsincare:

Possible interview questions for this job Click to view Start practice interview NEW!

Please wait...this will take a moment...

Useful skills for a Telephonist: Click to view

To work as a Telephonist in the UK, you typically need a combination of technical, interpersonal, and organizational skills. Here are the key skills that are often required for this role:

1. Communication Skills: Strong verbal communication skills are essential since you will be interacting with callers regularly. Clear and polite communication is crucial.

2. Customer Service Skills: Being able to handle inquiries, complaints, and customer requests in a professional and friendly manner is important.

3. Listening Skills: Active listening is critical to understanding the needs of callers and responding appropriately.

4. Organizational Skills: You should be able to manage calls efficiently and prioritize tasks as necessary.

5. Multitasking Abilities: Often, Telephonists need to manage multiple calls or ongoing tasks at once, so the ability to multitask is beneficial.

6. Technical Skills: Familiarity with telephone systems, computer-based call management software, and office equipment is beneficial. Basic IT skills are increasingly important in managing customer information.

7. Problem-Solving Skills: Telephonists often need to resolve issues on the spot, requiring quick thinking and effective problem-solving abilities.

8. Attention to Detail: Ensuring accurate information is taken and recorded correctly is vital for effective communication.

9. Patience and Empathy: Dealing with frustrated or upset callers requires patience and the ability to empathize with their situation.

10. Time Management: Managing your time effectively is important, particularly during busy periods when call volume may be high.

11. Teamwork: Being able to work effectively with colleagues to improve the overall service is important in many telephonist roles.

Similar Telephonist roles

TelephonistinGreater London

TelephonistinGravesend

inGravesend

51.4070549 0.3523621 Gravesend, Kent

in Gravesend click to show distance

Click to enable the interactive map at this job's location

Locations are approximate. Learn more