Call Handler - Relief

Job summary The RoleThis is a permanent position working a minimum of 20 hoursper week.Reporting to the Call Centre Manager, as a Relief- Call Handler, you'll join the team working in our Care Co-ordination Centre at our Shrewsbury office.Our Requirements (Call Handler - Relief)Proven call handling or phone-based customer service experienceAn excellent telephone manner, with strong communication andinterpersonal skillsDiscretion and integrity with the ability to handle confidential information.Good standard ofcomputer literacyAbility to prioritise and work on your own initiative, and as part of ateam.Flexible, reliable, self-motivated, andresourcefulAlthoughnot essential, previous experience in a similar role within a healthcareenvironment, call centre or similar would be an advantage but is not essentialas full training will be provided.This is a flexible rolewith no fixed rota as you will provide cover for staff absence (mainly annualleave).
Rotas are set 2 weeksin advance and you will be expected to cover shifts on Weekdays, Bank Holidaysand occasional overnight shifts.
Main duties of the job Your focus will be to coordinate and facilitate the care of patients being admitted to hospital from Medical Practices and our own Clinicians.
You will help achieve this by:Acting as a single point of contact for Clinicians accessing emergency secondary care Making outbound calls and handling incoming calls from patients, health care professionals and services, fast tracking to the appropriate health care professionals or services Arranging outpatient appointments and hospital admissions Working directly with health care professionals and patients over the phone, via email and electronic fax Accurately entering patient data into our systems Providing administrative support to colleagues and clinicians How to ApplyAll applications for this vacancy are to be submitted online.
For your application to be considered, please submit your CV and a covering letterto outlining how you meet the requirements of the Job Description and Person Specification for this role (attached below).Please note that shortlisting of applications andinterviews for this role will take place while the advert is live; the advertwill close once the successful candidate is found.
Candidates are thereforeencouraged to submit applications as soon as possible.
About us We care about our team of over 200 colleagues.
We strive to provide quality patient care, a working community with integrity and kindness, and are committed to continually developing our staff.
Our vision and values of Community, Quality, Kindness, Integrity, and Development are at the heart of all that we do, enabling us to achieve the best outcomes for patients and for our colleagues.The PackageYou will be provided with full training, and will benefit from: Employed on a permanent contract with a minimum of 20 hours per week, with additional hours often available.NHS pension schemePaycare healthcare benefits for all staff and dependantsAccess to national discounts including the Blue Light Card and Health Service DiscountsCareer development opportunities25 days annual leave plus bank holidays pro rata, rising to 27 days pro rata after 5 years, and 29 days pro rata after 10 years service.Company sick payPay rate of £ per hour with a 30% uplift when working between 8pm and 6am on weekdays and Saturday shifts as well as a 60% uplift on Sundays and Bank HolidaysCycle to work schemeDue to the volumes of applications, if you havent been contacted by30th November 2024, unfortunately you have been unsuccessful on this occasion.
Job description Job responsibilities JOB SUMMARYThis role is an amalgam of the CCC co-ordinator and Call handling role, therefore the duties will be a composite of these two roles.
The two activities will be carried out simultaneously.You will be supporting a clinically lead team whose main role is to coordinate and facilitate the care of patients being admitted to hospital from their GP surgeries and also act as a single point of contact for GPs accessing emergency secondary care.
You will be dealing directly with health care professionals and patients over the phone, via email and electronic fax.
You will be responsible for dealing with confidential patient information and ensuring all information entered into our systems is accurate.You will receive incoming calls promptly and efficiently from Patients, Health Care Professionals and services, processing onto Shropdocs operational and clinical application (internal computerized database) or other as appropriate, in accordance with laid down guidelines, fast tracking to the appropriate health care professional or service.
To carry out general administration dutiesThe role has no fixed pattern as you will be expected to provide absence cover, with a minimum of two weeks notice.
It will involve a mix of in-hours and out of hours shifts (including some overnights) and a mix of weekdays, weekends including bank holidays.3.
KEY TASKS AND RESPONSIBILITIES1.
To receive incoming calls promptly and efficiently from Patients, Health Care professionals and services, process onto Shropdocs operational and clinical application (internal computerised database) or other as appropriate, in accordance with laid down guidelines, fast tracking to the appropriate health care professional or service.2.
To ensure all calls are input into our Clinical software in a precise and timely manner.3.
To arrange and send all the relevant paperwork to healthcare providers in a timely manner.4.
To ensure that all associated administration is completed including scanning/photocopying.5.
To book patient transport using the appropriate service, enabling patients calls with ambulance if emergency transport is required as defined by our 999 trigger list.6.
To support clinicians in liaising with the various medical, social and transport services toensure the delivery of agreed care.7.
To conference call with healthcare providers where relevant to provide the most appropriate patient care.8.
To ensure that you remain up-to-date and familiar with all non-clinical CCC and Call handling protocols and processes on the Shropdoc Hub, reading regular updates and keeping up to date with Bluestream training modules.9.
To make outbound calls to patients to arrange outpatient appointments.10.
To update information on all of Shropdocs databases / systems ensuring clear and concise notes are made for handover purposes.11.
Arrange and administrate care plans for patients undergoing long term treatment.12.
To enter appointments in relevant clinics.13.
To receive incoming calls from lone workers, recording information and escalating risks in accordance with laid down guidelines.14.
To search for correct demographics using Summary Care record, verify patients details and update records if required.15.
To ensure that all prescriptions are faxed or emailed to the appropriate chemist, entered on to relevant spreadsheet and filed during shift.
Obtaining a clinician signature before faxing.16.
To attend and participate in training and Mandatory Training sessions as directed17.
To attend and participate in Operational Team Meetings.18.
To maintain a constant and continuous interest in Health and Safety matters applicable to Shropdoc activities, and strive to ensure that all staff avoid risks, and discourage irresponsible behaviour.
Ensuring that in the event of incident/accident these are reported to the appropriate bodies/personnel and in the appropriate accident books.19.
To actively participate in the training and mentoring of current team and any new members of staff.20.
To be fully aware and able to implement all or any contingency plans as required.21.
To liaise with patients and the wider Primary Health Care Team as required to ensure the efficient management of patient care.22.
To undertake any duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service.23.
To ensure that general housekeeping duties are carried out on each shift.24.
In line with other posts may be subject to change according to service needs, in consultation with the post holder.
Person Specification Skills/Abilities Essential Excellent communication and interpersonal skills Ability to manage high volumes of workload Ability to deal sensitively with confidential information with complete discretion and integrity Strong customer service skills Excellent keyboard skills Desirable Previous experience in a similar role or environment Qualifications Essential Good standard of education ( 5 GCSEs or equivalent including Maths and English) ECDL or equivalent experience Desirable Further education Experience Essential Experience of working with patients or the public Good verbal skills Desirable Previous experience in a similar role or environment Other Attributes and general requirements Essential Empathetic, self-starter, proactive, calm, strong work ethic, thorough and organized.
Commitment to promoting high standards in patient care Enthusiastic and self-motivated Confident Willingness to accept responsibility Demonstrate initiative in handling unforeseen events Enthusiastic and self-motivated Team Player Creative approach to problem solving Flexible towards new working practices Ability to work unsocial and irregular hours including Bank holidays Flexibility to cover sickness and holidays of other team members Able to work as part of a team Flexible in approach to new development and changing needs of the Service Ability to attend work on a regular basis and meet the requirements of the role with any reasonable adjustments which have been notified and arrangements made under the Equality Act Maintaining a professional image at all times Desirable Understanding of and demonstrable commitment to equality and diversity in employment and service delivery Demonstrate initiative in handling unforeseen events