Remote GP Receptionist / Patient Call Handler

Hours of Operation: Between 8am and 8pm, Monday to Friday

Rota Pattern: Applicants must be available for a range of both morning and afternoon shifts, and long days that will be between the hours of operation. Hours are subject to change based on service requirements.

Hours: 35 hours per week. Shifts will include a mixture of morning and afternoon shifts between 8am and 6.30pm, and will include some long days.

About Us

LineIn provides remote call handling and triage services to a large number of GP practices across the UK. We are growing rapidly, and despite the challenges of remote working, we are a well-supported, diverse and vibrant team. Our main aim is to support GP practices with the unprecedented demand in healthcare and to give patients greater access to their healthcare. We are passionate about enhancing the quality of our service and we work hard to attract and select the right colleagues for our organisation. Our goal is to employ those who share our passion for providing first-class care while remaining committed to our vision and values.

We offer a full training program to all successful candidates to provide you with the necessary skills to assess the needs of the patients and to give the best possible care.

About You

LineIn are looking for experienced and hardworking individuals to provide primary care support to patients by answering a high level of inbound calls for multiple GP surgeries across the UK. You will be the first point of contact for patients, some of whom may be distressed, anxious, and at times aggravated and difficult. You will need a good listening ear and be able to reassure and deal with patients professionally using effective communication skills while gathering essential patient information accurately and in a timely manner.

You will be highly dedicated and committed to providing excellent customer service to our patients, and due to the high pressure and challenging nature of the role, remain composed and resilient at all times. You will need to be able to identify if a call is urgent and respond accordingly.

With recent experience of working within healthcare and of using EMIS and/or SystmOne, you will accurately process patient calls using a patient triage tool that uses Artificial Intelligence (AI) to obtain accurate and relevant information which is then passed onto GP practice teams to be handled efficiently.

Responsibilities

• Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
• Work a variety of shifts covering a 12 hour rota to ensure effective service delivery.
• Promote and encourage patients to use the online self-help tool.
• Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
• Compliance and awareness of company policies and practices.
• Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act.
• Advise the Duty Shift Leader of any problems and take appropriate action as directed.
• Contribute to the continuous improvement of service provision by communicating service user feedback to the Duty Shift Leader where appropriate.
• Deliver quality customer service with patience and empathy.
• Communicate effectively with other members of the LineIn team.
• To undertake and engage with personal development, education, training and meetings.
• To participate in own development, self-review and appraisal, identifying areas of need for personal development in order to meet with service requirements.
• To perform any other relevant duties that may be dictated by the changing needs of the service.

Requirements

Person Specification

Knowledge & Experience

• At least 1 year call handling experience.
• At least 2 years patient-facing experience within healthcare.
• At least 2 years recent experience of using EMIS OR SystmOne gained within the last 2 years.
• Knowledge of medical terms and/or anatomy.
• Experience of working with Google Workspace.
• Experience of working rotating shifts.

Skills And Capabilities

• Ability to communicate effectively: orally and aurally.
• Ability to work well and to contribute to the team within a remote environment.
• Fast typing and accurate data entry skills while simultaneously handling a patient call. Minimum 40 wpm.
• Maintain patient confidentiality at all times in compliance with Data Protection Legislation.
• Ability to work to defined policies, procedures, practice and instructions.

Behaviours and Characteristics

• Empathy and compassion.
• Resilience with the ability to remain calm whilst working under pressure.
• Cultural sensitivity.
• Commitment to providing a service that meets the demanding needs of the patients.
• Reliability and trustworthiness.
• Ability to work on own initiative.
• Demonstrates tact and diplomacy.
• Friendly and warm persona, wants to help and support others.
• Self-motivated.
• Flexible and adaptable to the varying demands and changing circumstances and priorities of the services.
• Reliable - cares about attendance and punctuality.
• Demonstrates a positive and flexible approach in line with the changing nature of the service delivery model.
• Demonstrates commitment and recognition to the core values and beliefs of an employee of LineIn.

Benefits

Pay & Benefits: £11.44 per hour

Performance related yearly bonus.

20 days per year + bank holidays.