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TelephonistinGravesendinGravesendPUBLISHED THU 5 DEC 2024

 PERMANENT 

Downs Way Medical PracticeFollow Downs Way Medical Practice

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.
Regular practice meetings provide an opportunity to contribute to practice improvements and stay informed about changes.
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.
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.
Regular practice meetings provide an opportunity to contribute to practice improvements and stay informed about changes.

Useful skills for a Telephonist:
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.
 


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