CallEast Advisor

RSR are currently recruiting forCallEast Advisor

Job Description:

The role of the Call Handler will be to answer operational calls that come into the contact centre. The call handler will provide accurate assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with otherService providers, as appropriate.

The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations. The call centre has a 24 hour function and it is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.

The Commercial Services Contact Centre provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line , Message handling for Community Nursing and Midwifery Services.

Location: Norwich

Contract: 3 months

Work hours: Full time Shifts

Salary: GBP11.45 PAYE per hour - GBP13.96 Umbrella per hour

Vacancies: 2

Main duties and responsibilities

• Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Receive and record telephone calls from a range of people/personnel including hospital staff; other Health Service professionals and other Emergency Services. This will also cover other clients and contracts that the contact centre handles
• Provide advice to clients as directed by clinical triage protocols and procedures. This will involve following a set process when applying the clinical triage software. Ensure that the clinical triage process for each call received is factual and recorded accurately, to the fullest extent possible.
• Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the Contact Centre in maintaining business continuity.
• To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate. To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.
• To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
• Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
• Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel. Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
• To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.
• To provide the caller with pre-arrival instructions, utilising and complying with, clinical triage protocols. Dealing with distressed patients and relatives, including traumatic situations such as death. Receive record or pass information from callers booking members of staff absent from work and returning fit for duty.
• To promote and enhance the image of the Trust at all times in accordance with Trust policies and procedures, promoting good relations with the public, patients and other health care professionals through effective communication skills.
• During frequent intense periods of demand, prioritise tasks and undertake numerous tasks simultaneously, to ensure effective service delivery. To ensure high priority is given to the safety and well-being of all staff during the course of their duties, and to ensure appropriate action is taken. Report any incidents of concern to the Contact Centre Supervisor.
• Promptly refer any issues/concerns outside the scope of the post holder s responsibilities to the Contact Centre Supervisor. Working knowledge of the Trust s Major Incident Procedures, Trust s Policy and Procedures and the relevant Contact Centre procedural documents.
• Undertake professional development plans and/or appraisals in order facilitate Continuous Dispatch Education to maintain the Medical Priority Dispatch qualification. To undertake and participate with any training required for the post holder to fully carry out their duties, including mandatory updates/refresher training. This includes mandatory practical CPR training and examination. Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act and Trust Caldicott Guardianship principles.
• The Call Handler is responsible for the guidance, support and supervision of new staff during their training period; influencing their development, training, mentoring and coaching them, and also identifying and explaining Contact Centre policies and procedures.
• To undertake duties in relation to major incidents and other incidents in accordance with Trust procedure. Carry out tasks relating to evaluating services e.g. staff questionnaires, audits and equipment trials. To work with other emergency services for the good of the patient and maintain positive working relationships with other health care professionals.

Essential

• English and Maths GCSE grade D or above. Literate to Trust tested level and ability to communicate clearly.
• Keyboard skills. Windows application
• literate.
• Good geographical knowledge of Norfolk & Suffolk
• Excellent verbal communication skills.
• At least 6 months in a role dealing with the general public, face to face or on the telephone.
• Working as part of a team.
• Calm and assertive, flexible, approachable, personable.
• Ability to remain organised and calm when under pressure.
• Ability to concentrate on repetitive tasks and provide excellent
• attention to detail
• Confident
• Enhanced DBS (CRB) clearance
• Strict adherence to eligibility and confidentiality protocols
• Ability to multi-task

Due to the high volume of applications received, if you do not hear from us within 7 working days, I am afraid your application has been unsuccessful.

RSR is a public safety, housing & enterprise security recruitment specialist. We assist public safety & housing employers find the right talent. We assist all employers when they want to source public safety, housing and enterprise security skills and experience.

Please email your CV to if interested.

Red Snapper Recruitment is a member of the Red Snapper Group.

The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.

The Red Snapper Recruitment Group is an equal opportunities employer.