Relief Call Handler – 25 hrs per week
This is a permanent position working a minimum of 25 hours per week, with additional hours often available.
The closing date for applications is Sunday 26th January 2025
Shropdoc is a not-for-profit company established in 1996. We provide 24/7 urgent primary care services for patients across Powys, Shropshire, Telford and Wrekin. This includes out of hours GP services, care coordination, single point of access in Shropshire, and an oncology advice line. Our Primary Care Centres offer support to patients who have pre-booked appointment times to avoid unnecessary waiting, and are mostly located within hospitals around the Shropshire, Telford and Wrekin, and Powys areas.
The Role
Reporting to the Call Centre Manager, as a Relief Call Handler you’ll join the team working on a rota at our Shrewsbury office, whose focus is to coordinate and facilitate the care of patients being admitted to hospital from Medical Practices and our own Clinicians.
This is a dual role where, as a despatcher, you will be responsible for the smooth running and efficiency of the ‘Patient Pathway’ in ensuring that all Home Visits and Base Appointments are undertaken in a timely manner and in accordance with laid down procedures and timescales.
Additionally, as part of the Care Co-ordination centre, 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. You will also act as a single point of contact for GP’s accessing emergency secondary care.
You will help achieve this support for Clinicians 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.
· Managing appointment books for patient face to face appointments at our hospital sites.
· Managing the dispatch of home visit requests to the appropriate clinician/car.
The Package
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.
You will be provided with full training, and will benefit from:
· NHS pension scheme
· Paycare healthcare benefits for all staff and dependents
· Access to national discounts including the Blue Light Card and Health Service Discounts
· Career development opportunities
· 25 days annual leave plus bank holidays pro rata, rising to 27 days pro rata after 5 years’ service, and 29 days pro rata after 10 years
· Company sick pay
· Pay rate of £12.09 with a 30% uplift (equating to £15.71) when working between 8pm and 6am on weekdays and for Saturday shifts, as well as a 60% uplift equating to £19.34 on Sundays and Bank Holidays.
· Cycle to work scheme.
The 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.
Our Requirements
· Proven call handling or phone-based customer service experience
· An excellent telephone manner, with strong communication and interpersonal skills
· Discretion and integrity with the ability to handle confidential information.
· Good standard of computer literacy.
· Ability to prioritise and work on your own initiative, and as part of a team.
· Flexible, reliable, self-motivated, and resourceful
Although not essential, experience gained in either a healthcare setting, call centre or perhaps in a hospitality environment, would be advantageous.
How to Apply
If you are looking for a rewarding job opportunity, we want to hear from you!
A full application pack is available to download from our website ( - please click 'Download Application Form' link ).
Applications forms and covering letter should be submitted to recruitment@shropdoc.nhs.uk.
At Shropdoc, we are committed to an inclusive workplace where all individuals, including those with disabilities, are valued. We encourage applications from candidates with disabilities and are dedicated to providing the support and adjustments needed for success in the role.
Shropdoc is committed to safeguarding and promoting the welfare of our patients and expects all staff, contractors and volunteers to share this commitment. Candidates will undergo thorough onboarding and safeguarding checks including checks with the Disclosure and Barring Service.
We want to encourage individuals from all backgrounds, experiences and beliefs, who share our mission of ‘‘keep the patient at the heart of all that we do” to work with us.