Job summary
The Role
This 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.
1. Our Requirements (Call Handler - Relief)
2. Proven call handling or phone-based customer service experience
3. An excellent telephone manner, with strong communication andinterpersonal skills
4. Discretion and integrity with the ability to handle confidential information.
5. Good standard ofcomputer literacy
6. Ability to prioritise and work on your own initiative, and as part of ateam.
7. Flexible, reliable, self-motivated, andresourceful
Althoughnot 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:
8. Acting as a single point of contact for Clinicians accessing emergency secondary care
9. Making outbound calls and handling incoming calls from patients, health care professionals and services, fast tracking to the appropriate health care professionals or services
10. Arranging outpatient appointments and hospital admissions
11. Working directly with health care professionals and patients over the phone, via email and electronic fax
12. Accurately entering patient data into our systems
13. Providing administrative support to colleagues and clinicians
How to Apply
All applications for this vacancy are to be submitted online. For your application to be considered, please submit your C V and a covering letter to 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 Package
You will be provided with full training, and will benefit from:
14. Employed on a permanent contract with a minimum of 20 hours per week, with additional hours often available.
15. NHS pension scheme
16. Paycare healthcare benefits for all staff and dependants
17. Access to national discounts including the Blue Light Card and Health Service Discounts
18. Career development opportunities
19. 25 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.
20. Company sick pay
21. Pay 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 Holidays
22. Cycle to work scheme
Due 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 SUMMARY
This 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 duties
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.
3. KEY TASKS AND RESPONSIBILITIES
1. 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 to
ensure 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 directed
17. 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
23. Excellent communication and interpersonal skills
24. Ability to manage high volumes of workload
25. Ability to deal sensitively with confidential information with complete discretion and integrity
26. Strong customer service skills
27. Excellent keyboard skills
Desirable
28. Previous experience in a similar role or environment
Qualifications
Essential
29. Good standard of education ( 5 GCSEs or equivalent including Maths and English)
30. ECDL or equivalent experience
Desirable
31. Further education
Experience
Essential
32. Experience of working with patients or the public
33. Good verbal skills
Desirable
34. Previous experience in a similar role or environment
Other Attributes and general requirements
Essential
35. Empathetic, self-starter, proactive, calm, strong work ethic, thorough and organized.
36. Commitment to promoting high standards in patient care
37. Enthusiastic and self-motivated
38. Confident
39. Willingness to accept responsibility
40. Demonstrate initiative in handling unforeseen events
41. Enthusiastic and self-motivated
42. Team Player
43. Creative approach to problem solving
44. Flexible towards new working practices
45. Ability to work unsocial and irregular hours including Bank holidays
46. Flexibility to cover sickness and holidays of other team members
47. Able to work as part of a team
48. Flexible in approach to new development and changing needs of the Service
49. 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
50. Maintaining a professional image at all times
Desirable
51. Understanding of and demonstrable commitment to equality and diversity in employment and service delivery
52. Demonstrate initiative in handling unforeseen events