177074 Call Handler - GP Practice Protected Learning Time MB

The Role

• Are you interested in urgent care?
• Do you enjoy working as part of a team?
• Are you interested in regular secure hours of work?

If so, NHS Lanarkshire would be keen to hear from you as we are recruiting Primary Care Call Handlers to our evolving Acute and Urgent Care cover to support General Practice Protected Learning Time (PLT).  The cover is required between 1400-1800hours for 33 weeks per annum to support PLT in each locality in Lanarkshire (x 10). 

The role will require the Call Handler to:

• Be the first point of contact to the PLT service receiving all incoming calls diverted from GP Practices during PLT sessions and have well developed interpersonal skills in customer care.
• Screen Calls following a specific protocol for PLT service and direct patients as appropriate to PLT Salaried GPs
• Book patients into Patient Management System for GP triage calls, face to face consultations or home visits
• Resolve disputed appointment times and/or offer new appointments and re-arrange existing appointments with patients.
• Provide a range of administrative and clerical support to support the effective operation and delivery of PLT sessions through good organisational and planning skills.
• Ability to prioritise work and work on own initiative whilst under pressure.
• Provide patients with information and assistance as appropriate.
• Manage rota for GP and admin sessions for the PLT service
• Preparation of orders for stationery, supplies and sundries to ensure adequate stock levels e.g. raise purchase orders via PECOS.
• Daily input to databases and/or clinical information systems as appropriate.
• Report equipment, building, fabric repairs and damages to the appropriate supervisor/department
• Proficient IT Skills including working knowledge of Microsoft packages.
• Excellent communication skills – written and verbal - ensuring confidentiality, diplomacy and discretion are maintained at all times.
• Car driver with a full, valid UK/EU/EEA licence to be able to travel between sites identified across all 10 localities in Lanarkshire.

You will have relevant and demonstrable experience and be able to evidence against the role requirements.

NHS Lanarkshire

Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire!

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.

We proudly serve a population of 655,000 across rural and urban communities in in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

What we'll need you to bring

• Formal administrative/ secretarial qualification e.g. SVQ 3 or equivalent    
• Well developed interpersonal skills in customer care.
• Excellent communication skills.
• Good organisational and planning skills.
• Understanding of a range of procedures and processes.
• Ability to prioritise work and work on own initiative whilst under pressure.
• Proficient I.T. skills that include a working knowledge of Microsoft packages.
• Ensuring confidentiality, diplomacy and discretion are maintained at all times.

It would be great if you also have

• Experience of using GP Practice Patient Management System
• Experience of rota management
• Experience of making patient appointments for clinical triage, assessment or review with medical team 

Contract type

Permanent 

Full time 

4 hours

Please note this is a part time post and the salary for this position will be pro-rata.

Location and Working Pattern

This role will be based NHS Lanarkshire wide.

The working pattern for this role: 1400-1800hours (1 session per week over 33 week period)

Looking to find out more?

If you’re looking to find out a bit more, then we would love to hear from you!

Please contact Babs Gemmell, Service Manager - PCIP on Babs.Gemmell@lanarkshire.scot.nhs.uk

For enquiries regarding the application form or recruitment process, please contact Marion Bisset, Recruitment Administrator on marion.bisset@lanarkshire.scot.nhs.uk (Please remember to include the job title and reference number in your email)

Why NHS Lanarkshire?

Join us and you will discover a supportive environment where you will have the chance to add to your skills and further your career.

Some of NHS Lanarkshire’s benefits include:

• A minimum of 27 days annual leave increasing with length of service

• A minimum of 8 days of public holidays

• Membership of NHS Pension Scheme, with life insurance benefits (for more information on the NHS Pension Scheme visit the Scottish Public Pension)

• Paid sick leave increasing with length of service

• Occupational health services

• Employee Counselling services

• Work-life Balance policies and procedures

NHS Lanarkshire have a range of support services on topics that can impact both on your working and personal life including occupational health, spiritual care and independent counselling. This support can be accessed using the links on this page.

Further Information

For more information on the role, please refer to the Job Description. If you’re looking for more information on the recruitment process, organisation or the services we provide, please refer to our information pack, or our recruitment webpage.