We are recruiting Call Handlers to work for our client.
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. This 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.
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 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.
Main duties:Dealing with calls promptly and efficiently, following the correct process and ensure callers are directed to the most appropriate urgent care service provision. This includes direct booking of appointments within the Integrated Urgent Care Service (IUCS), wider services and other healthcare providers. Provide excellent service and high-quality care to all patients, carers and healthcare professionals in accordance with your training and internal processes.Communicate effectively with all callers, often in critical and emotional situations regarding areas of urgent medical concern, employing strong negotiation and questioning skills.Remain empathetic, sensitive, respectful and calm, and maintain patient confidentiality.Quickly and accurately record patient details, symptoms and enquiries using specialist computer software.Meet and maintain both quality and performance targets, working with leaders and coaches to embrace opportunities to improve personal performance.Participate fully in meetings with your Team Leader and in regular performance reviews to identify areas of
- A good general education, to a minimum of GCSE level
- Local geographical knowledge
- 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.
This is a temporary position until the 31 May 2021. There are various hours and shift patterns available with an hourly rate of £8.93 plus enhancementsPlease apply with an up to date CV.