Are you a caring, motivated individual with a professional, courteous manner? We're looking for a Call Handler to join us at our Head Office in Carlisle, where you'll play a key role in connecting patients with the care they need.
As a Call Handler, you'll use your excellent communication skills to ensure patients receive the right advice, in the right place, at the right time. You'll manage calls with empathy and efficiency, working to provide timely, effective support.
* Location: Head Office, Carlisle
* Hours: Minimum 15 hours per week, Monday to Friday, between 8 am - 7 pm
* Training: Full induction and ongoing support provided
Application Deadline: 28 November 2024
Please note: We may close applications early once we've received a sufficient number, so apply soon!
Main duties of the job
The post holder will be the initial point of contact for patients and professionals telephoning to request Primary Medical care Out of Hours. The Control Room operates 24/7; this role is primarily for the out of hours services.
Job responsibilities
This list of duties and responsibilities, which follows, represents the broad range of tasks which may be required to be undertaken either routinely or periodically. This list is not exhaustive and the role may include additional duties which are not listed here.
1. To deal with calls from the public/health professionals in a prompt and professional manner. Calls are randomly audited with feedback provided on a monthly basis.
2. To co-ordinate information from incoming calls in order to alert the necessary medical personnel/services to meet the patients' needs.
3. To follow advice, guidance, and requests from the Supervisor on shift to ensure the smooth running of the service across the county.
4. To follow in-house protocols and procedures to match patient symptoms/criteria with available services.
5. Ensure you log into the relevant Control Room Dashboard online guide for reference on shift.
6. To maintain knowledge and meet training requirements for any new services or changes to current service provision.
7. To liaise with a wide range of internal personnel and outside agencies e.g., Clinicians, Pharmacy, NWAS call centres, District Nurses, and Paramedics.
8. To ensure the CHoC guide and all relevant I.T. systems for the Controller role are logged into and uploaded.
9. To ensure control room equipment is fully functional at all times, reporting any problems to the Control Room Supervisor.
10. To use a variety of computerised systems to record patient details.
11. To keep up to date with all changes in the processing of patient details through the various systems dependent on need.
12. Regularly log onto your CHoC email account and familiarise yourself with the CHoC website.
13. To log onto the CHoC.North email account when required on shift.
14. To be flexible and adaptable with regards to shifts and support your team in rota cover particularly over busy periods.
15. To adhere to all CHOC Policies and Procedures.
16. Participate and ensure own ongoing development, maintaining compliance for mandatory training.
17. To meet the OOH Controller Competence Matrix within your induction period.
18. Training can be given to enable the post holder to progress into other roles.
19. To maintain a high level of confidentiality and comply with the Data Protection Act.
20. To carry out any other reasonable duties in departments/locations as and when required.
21. Undertake any other activities deemed appropriate and necessary by the organisation.
Person Specification
Experience
* Experience of working with various I.T. systems.
* Confidence in adapting to new systems.
* Previous experience working within the NHS.
* Previous experience in a similar role.
Qualifications
* GCSE English and Maths (or equivalent).
* IT or system training qualifications.
* NVQ Business Administration.
Other requirements
* Willingness to undertake further training especially in the systems and services required for this role.
* Desire to continue learning new skills.
Personal Attributes
* Positive and good team player.
* Confident.
* Be able to manage and adapt to change.
* Well organised with good time keeping.
* Flexible with the ability to work at late notice and support your team.
* Ability to build rapport and effective relationships at all levels.
* Ability to step up in a busy and demanding environment.
Skills and Aptitudes
* Excellent oral and written communication skills, including exceptional telephone manner.
* Friendly, helpful, and can-do approach.
* Close attention to detail and ability to log information accurately and in a timely manner.
* Excellent organisational skills.
* Ability to use your own initiative to complete tasks requiring action without being asked.
* Ability to problem solve.
* Desire to continue learning.
* Able to work under pressure and keep calm.
* Able to maintain a high level of confidentiality.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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