Call Handler - Relief inShrewsbury inShrewsbury PUBLISHED 11 NOV 2024

The Role

This is a permanent position working a minimum of 20 hours per week
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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.

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  Our Requirements (Call Handler - Relief)
  
• 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, previous experience in a similar role within a healthcare environment, call centre or similar would be an advantage but is not essential as full training will be provided.

This is a flexible role with no fixed rota as you will provide cover for staff absence (mainly annual leave).

Rotas are set 2 weeks in advance and you will be expected to cover shifts on Weekdays, Bank Holidays and occasional overnight shifts.

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 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 and interviews for this role will take place while the advert is live; the advert will close once the successful candidate is found. Candidates are therefore encouraged to submit applications as soon as possible
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About us

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.