Call HandlerNHS

Job summary

We are looking for a highly organised, flexible individual with experience together with the following skills:

• Call handling or phone-based customer service experience.
• An excellent telephone manner, with strong communication and interpersonal skills.
• Good geographical knowledge of the Powys area is desirable.
• Ability to prioritise, work on your own initiative, and as part of a team.
• Discretion and integrity with the ability to handle confidential information.
• Experience of working across multiple computer platforms and using data systems.
• Good working knowledge of Microsoft Office.

Although not essential, as full training will be provided, experience gained in a healthcare setting, call centre or hospitality environment would be advantageous.

Main duties of the job

The Role Call Handler

As a Call Handler, you will coordinate and facilitate the care of patients being admitted to hospital from Health Care Professionals, GP Practices and our own 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 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.

What We Offer:

Competitive salary and benefits package: Benefits include access to the NHS Pension Scheme, cycle to work scheme, Generous holiday allowance, sick pay, Employee Assistance health programme (Paycare).

A supportive and inclusive work environment: Join a team that values collaboration, innovation, and personal growth.

Work-life balance: We understand the importance of work-life balance and will discuss hours with the successful candidate.

Job description

KEY TASKS AND RESPONSIBILITIES

Workflow:

• Receive incoming calls promptly and efficiently from Patients, Health Care professionals and services, process into Shropdocs operational and clinical software or other as appropriate, fast tracking to the appropriate health care professional or service.
• Arrange and send all the relevant paperwork to healthcare providers in a timely manner.
• Ensure all associated administration is completed including scanning.
• Book patient transport using the appropriate service, enabling patients calls with the ambulance service if emergency transport is required as defined by our 999-trigger list.
• Support clinicians in liaising with the various medical, social and transport services to ensure the delivery of agreed care.
• Conference call with healthcare providers where relevant to provide the most appropriate patient care.
• Make outbound calls to patients to arrange outpatient appointments.
• Update information on all of Shropdocs databases/systems ensuring clear and concise notes are made for handover purposes.
• Book appointments in relevant clinics on Careflow.
• Receive incoming calls from lone workers, recording information and escalating risks in line with processes.
• Ensure any hard copy prescriptions are emailed to the appropriate pharmacy, entered on to the relevant spreadsheet and filed during shift. Obtaining a clinician signature before sending.
• To liaise with patients and the wider Primary Health Care Team as required to ensure the efficient management of patient care.

Training:

• Remain up-to-date and familiar with all non-clinical Care Co-ordination and Call handling processes and protocols on the Shropdoc Portal, reading regular updates.
• To actively participate in the coaching and mentoring of current team and any new members of staff.
• To attend and participate in Training sessions as required.
• Keep up to date with mandatory Bluestream training.

Disaster recovery:

• To be fully aware and able to implement all or any contingency plans e.g. Email, Manual and Evacuation processes as required.
• To maintain knowledge and a working understanding of Telephony, electronic systems and software utilized within the call centre.
• Attend any disaster recovery meetings or training as required.

General:

• Compliant use of the Smartcard is required, using the Summary care records to update demographics and search for NHS numbers on every shift.
• Provide support to Team leader and other workstreams when required.
• 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 shift logged.
• To ensure that general housekeeping duties are carried out on each shift.
• To undertake any duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service.
• In line with other posts may be subject to change according to service needs, in consultation with the post holder.
• Attend and participate in Operational Team Meetings.

About us

About us: Shropdoc is a not-for-prot company established in 1996. Our core services include Out of Hours (OOH) GP care, urgent care triage, home visiting, and face-to-face clinical services. We work collaboratively with NHS partners and other health and care organisations to ensure patients receive safe, responsive, and high-quality care when their usual GP practice is closed or when urgent support is needed.

Shropdocs mission is to keep the patient at the heart of all that we do. We aim to achieve excellence in the care we offer to our patients, providing a safe and high-quality service that is easily accessible. 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.

How to Apply:

A full application pack is available to download from our website (www.jobs.shropdoc.org.uk). Application forms can be digitally completed via this link: https://shropdoc.credentially.io/

Please note that the shortlisting of candidates will take place throughout the duration of advert being live. Shropdoc reserves the right to close the advert early if the successful candidate is selected.