Call Handler

Job summary Mental Health and Wellbeing Services currently offers GP referred ADHD Diagnostic Assessment's to NHS Patients within the Shropshire, Telford and Wrekin area.
Our business is expanding everyday and we are looking to enhance our administration team with a bank of call handlers to manage the daily demands.
The Call Handler is the first point of contact for patientsrequesting advice by telephone.
They will answer calls, using the softwaresystem to prioritise, and record details of calls, advising patientsappropriately in relation to processes, protocols and response times and actionin the event of urgent requirements.
The Call Handler will work as a member ofthe Administrative Team, under the supervision of the Administrative ServicesManager.
Main duties of the job Answertelephone calls from patients requesting medical advice UseEMIS and Accurx software to record information as required Alertthe appropriate Clinical staff to calls which give cause for concern Liaiseand communicate with other service providers as required to meet the needs ofpatients Liaisecalmly and effectively between caller and third party in criticalsituation/areas of concern Schedule,cancel and rearrange appointments for patients Recordand relay information accurately and in a timely manner Undertakethe training necessary to achieve competence in use of EMIS and Accurx andother computer systems in use.
Helpand assist our patients with completion of paperwork when needed.
Takecard payments via phone Callpatients to obtain feedback when required Undertakeany other administrative duties required of you as asked by the AdministrativeServices Manager within the bounds for his/her competence.
Receptiondesk duties, meet and greet patients attending appointments and collectingprescriptions Clearpost box and distribute as necessary, uploading relevant documents onto thesystem.
Successfullycomplete all mandatory and essential training.
Complywith the Health and Safety at Work Act .
About us The directors of MHWS have dedicated their careers to the wellness of mind and well-being.
With over 30 years' experience of working for the NHS between them, married couple, Dr Wasi Mohamad (Psychiatrist) and Sabeen Mohamad (Psychotherapist) have created this service from a family perspective.
Enjoying life together, with the same goal of helping others, it seemed the sensible step to bring these things together, within their own private practice, whilst still providing support to the NHS.MHWS consists of a team of Doctors, Nurse Prescribers, Clinical Pharmacist, practitioners and Administrators with a range of qualifications and experience with a shared ethos of'helping people at the time of need and make treatment affordable'.
Our range of skills enables us to provide an holistic approach to well-being from our understanding and appreciation of needs to the treatments we offer.We are registered members of the General Medical Council,BABCPClinical and regulated by the Care Quality Commission.
Job description Job responsibilities PURPOSEThe Call Handler is the first point of contact for patientsrequesting advice by telephone.
They will answer calls, using the softwaresystem to prioritise, and record details of calls, advising patientsappropriately in relation to processes, protocols and response times and actionin the event of urgent requirements.
The Call Handler will work as a member ofthe Administrative Team, under the supervision of the Administrative ServicesManager.KEY RESPONSIBILITIESTo answer telephone calls from patientsrequesting medical advice as promptly and efficiently as possible,communicating in a manner which promotes a professional image of the serviceTo use EMIS and Accurx software to recordinformation as required, ensuring that where necessary, call priorities areidentified to facilitate appropriate response times.
To alert the appropriate Clinical staff to callswhich give cause for concern in a timely and professional manner.
To liaise and communicate with other serviceproviders as required to meet the needs of patients and, as appropriate, otherstaff groups.
To liaise calmly and effectively between callerand third party in critical situation/areas of concernSchedule, cancel and rearrange appointments forpatientsTo record and relay information accurately andin a timely manner to the relevant person/and or enter details on a database.
To undertake the training necessary to achievecompetence in use of EMIS and Accurx and other computer systems in use.To help and assist our patients with completionof paperwork when needed.To be mindful of the sensitive nature of themedical information relating to the work of the service, adhering to confidentiality,Information Governance and Data Protection policies and guidelines andrecognise the need for maintaining confidentiality both within and outside theAssociation.
Take card payments via phoneCall patients to obtain feedback when requiredClear post box and distribute as necessaryUndertake and maintain all training andeLearning relevant to the role as required by the business.Undertake any other administrative dutiesrequired of you for the needs of the business and as asked by theAdministrative Services Manager within the bounds for his/her competence.OTHER RESPONSIBILITIESReception desk duties meet and greet patientsattending appointments and collecting prescriptionsClear post box and distribute as necessary,uploading relevant documents onto the system.To recognise the limitations of own knowledge,skills and experience and the importance of always working within the bounds ofhis/her own competence.
To undertake all relevant training to carry outthe duties of the post.
To successfully complete all mandatory andessential training.
To recognise the requirement to undertakeappropriate training to fulfil the requirements of the role.To participate in the Personal DevelopmentReview process, ensuring that training needs are recorded in a Training andDevelopment Plan after discussion with a mentor and/or line manager.
To comply with the Health and Safety at Work Act.
To take responsibility for his/her own healthand safety and that of other persons who may be affected by his/her own acts oromissions.PROFESSIONALSTANDARDSAs an employee youwill have a responsibility to: Maintain consistently high personal andprofessional standards and act in accordance with the relevant professionalcode of conduct.Adhere to principles of dignity at work: treatothers with dignity and respect - we maintain a zero-tolerance approach tounacceptable behaviour at work.Take responsibility for the maintenance andimprovement of personal and professional competence.PERSONSPECIFICATION CALL HANDLERQUALIFICATIONS/EDUCATION Good standard of literacy and numeracy,including GCSE or equivalent in English and Maths Experience of working in a health care settingor a call centre Excellent communication skills both written andverbal Active listening skills Able to prioritise workload Understanding of the importance of maintainingconfidentiality Experience in using EMIS Web (desirable notessential)PERSONAL QUALITIES Clear speaking voice on the telephone Polite and tactful Calm under pressure Abilityto express empathy and to provide reassurance Resourceful and adaptable Reliable Organised Recognises the limits of own knowledge andskills Willing to undergo training to fulfilrequirements of the post Willing and able to work evenings and weekends ifrequiredEnhanced CRB check will be required COMPANY BENEFITSNHS Discount scheme (Blue Light)Pension SchemePrivate Health Care scheme Person Specification Experience Essential Experience in Call Handling/Patient Navigation in a Health Care setting Desirable Experience of Working in Primary Care Experience of Working in a GP Practice Qualifications Essential GSCE grade A to C in English and Maths Desirable Knowledge of EMIS and Acurrx Systems