First Contact Advisor - Immediate Start

To apply for this position, please send us your CV and a covering letter to Demonstrate why you're the perfect candidate! Please also confirm how many hours a week you are applying for as detailed below.

Work Location: Fully Remote

Hourly Rate: £11.44ph

Hours of Operation: Between 8am and 8pm

Rota Pattern: Currently, applicants must be available for a range of both morning and afternoon shifts (8:00am - 1:30pm and 1:00pm - 6:30pm). Hours are subject to change based on service requirements.

Hours: Ad hoc (15 hours per week / 3 days per week, at least one of the days must be a Monday or Friday)

About Us

LineIn provides remote call handling and triage services to a large number of GP practices across the UK.

We are growing rapidly, and despite the challenges of remote working, we are a well supported, diverse and vibrant team.

Our main aim is to support GP practices with the unprecedented demand in healthcare and to give patients greater access to their healthcare.

About You

As an experienced call handler, you will play a critical role in answering a high level of patient calls on behalf of GP practices across the UK.

You will be the first person the patients will come into contact with for their non clinical and clinical queries including mental and physical health. you will be able to work effectively in a fast paced environment, handling large volumes of telephone calls, some of which may be challenging and emotive.

You will need a good listening ear and attention to detail, with the ability to use your effective communication style to control a situation. You will need to be able to identify if a call is urgent and respond accordingly.

With previous experience of working within healthcare and of using computerised systems, you will accurately process patient calls using a patient triage tool that uses Artificial Intelligence (AI) to obtain accurate and relevant information which is then passed onto GP practice teams to be handled efficiently.

We are passionate about enhancing the quality of our service and we work hard to attract and select the right colleagues for our organisation. Our goal is to employ those who share our passion for providing first class care while remaining committed to our vision and values.

We offer a full training program to all successful candidates to provide you with the necessary skills to assess the needs of the patients and to give the best possible care.

Responsibilities

• Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
• Work across various sites to cover any absence or sickness.
• Provide consistent availability according to the contract timeframe to be assigned shifts as the business needs allow.
• Promote and encourage patients to use the online self help tool.
• Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
• Compliance and awareness of company policies and practices.
• Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act.
• Advise the team leader of any problems and take appropriate action as directed.
• Contribute to the continuous improvement of service provision by communicating service user feedback to the team leader where appropriate.
• Deliver quality customer service with patience and empathy.
• Communicate effectively with other members of the LineIn team.
• To undertake and engage with personal development, education, training and meetings.
• To participate in own development, self-review and appraisal, identifying areas of need for personal development in order to meet with service requirements.
• To perform any other relevant duties that may be dictated by the changing needs of the service.

Skills and Experience

• At least 1 years call handling experience preferably in an environment such as NHS 111 or GP surgery
• Experience of using standard computerised systems

Desirable

• At least 1 years call handling experience dealing with members of the general public.
• Knowledge of medical terms/and or anatomy
• Experience of using EMIS and / or SystmOne
• EXperience of working with Google Workspace
• Experience of working rotating shifts

Benefits

• 100% remote working role.
• One week ‘nesting’ period with experienced colleagues to help and support you through your first live calls.
• Training and development, with further opportunities for career development.
• 25 days paid holiday + bank holidays per annum pro-rata.
• Annual salary reviews.
• Pension scheme.

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..

Job Types: Part-time, Zero hours contract

Pay: £11.44 per hour

Expected hours: 15 per week

Benefits:

• Work from home

Schedule:

• Monday to Friday

Experience:

• Using Computerised Systems: 1 year (required)
• EMIS: 1 year (preferred)
• Call Handling: 1 year (required)
• Patient Contact: 1 year (required)

Work Location: Remote