Comfort Caller

We are recruiting for part of the NHS service for a Comfort Caller.

This position is a fixed term contract for 6 months;

Hours of work are Monday to Friday 18:00-23:00 paid at £8.82 per hour + enhancements for unsociable hours.

Job Summary:

Comfort calling is the communication from non-clinical staff to the patients which creates an awareness of timeframes as well as advising the patient the best course of action if their symptoms worsen. You will need to escalate these patients in the event their health is worsening.
You will use good listening and communication skills to talk to people from all backgrounds, treating callers with empathy and respect. The role will cover a variety of medical related queries and concerns, which can include sensitive and urgent related contacts. From time to time, you may have to communicate with a difficult caller in a calm and professional manner.
As a Comfort Caller, you will facilitate a structured, scripted conversation. ensuring that during times of surge and increased service pressure, patients are still communicated to and given appropriate worsening advice.

You will be responsible for making calls to members of the public and healthcare professionals, such as GPs, nurses, paramedics and pharmacists. Calls will relate to urgent, non-emergency health and dental health issues. A Comfort Callers role is a critical one, responsible for the accurate and efficient on boarding of patients to provide them access to a variety of urgent, often out of hours, heath services.

Key Responsibility Areas

* Deal with calls promptly and efficiently, following the correct process and ensure callers are directed to the most appropriate urgent care service provision.
* Provide excellent service and high-quality care to all patients, carers and healthcare professionals in accordance with your training and internal processes.
* Quickly and accurately record patient details, symptoms and enquiries using specialist computer software.
* Work collaboratively with colleagues, both clinical and non-clinical, who receive the patient information to ensure that calls are dealt with effectively and safely.
* Support Clinicians and wider workforce within the Clinical Assessment Service (CAS) with other reasonable duties as requested by a manager.
* Meet and maintain both quality and performance targets, working with leaders and coaches to embrace opportunities to improve personal performance.
* Attend work on time and be available to take your first call of the day at your shift start time, adhering scheduled breaks and lunches thereafter.

ABOUT YOU
~GCSE level (or equivalent)
~An NVQ in Customer Service Levels 1 or 2 (or equivalent) would be advantageous
~Local Geographical knowledge ~Knowledge of Adastra software package would be advantageous
~Experience of working within a customer facing environment
~Excellent telephone manner ~Experience of a healthcare setting would also be advantageous
~Experience of working in a call centre would also be advantageous.
~Excellent verbal and written communication skills
~Excellent keyboard skills
~Ability to record information accurately and correctly
~Ability to work under own initiative and as a member of a team
~Ability to prioritise work to achieve deadlines.