111 Call Handler

111 Call Handler

Manpower are recruiting 111 Call Handlers on behalf of our client

Job role

As a Call Advisor, you will be answering inbound calls from members of the public and health care professionals in need of medical advice by directing them to the most appropriate urgent care. This service runs 24/7, 365 days a year.

You will be responsible to ensure that all calls are answered promptly, accurately and professionally in line with the Performance Standards.

Key duties

• Ensure that calls which are received are assessed to ensure that patients and other health care professionals are directed to the most appropriate health care professional or other end disposition.
• Deliver high quality, safe and clinically effective health care over the telephone in accordance with your training and local procedures.
• Communicate effectively with callers in critical situations or about areas of concern.
• Quickly and accurately record patient details, symptoms and enquiries using in house Database.
• Use advanced communication, negotiation and probing skills across a wide range of calls including emotive circumstances or caller aggression.
• Maintain an up to date awareness of current policies e.g. Devon Doctors SharePoint/User Desktop Guidelines
• Meet monthly key performance indicators (KPIs) and targets.
• Participate fully in meetings with your Team Leader and in an annual performance review to identify areas of professional development

Essential requirements

• A good general education, to a minimum of GCSE level (or equivalent)
• Local Geographical knowledge
• Customer facing environment
• Excellent telephone manner
• Excellent verbal and written communication skills
• Excellent keyboard skills

This is an excellent opportunity if you are looking for a career within Customer Service / Health Care Service.

Full 6 weeks training will be provided and you will be required to attend an induction.

You will be required to work 2 weeks of Earlies and 2 weeks of lates a month. You will be required to work 2 weekends a month as well.

The hourly rate is £8.93.

References and an enhanced DBS check is required.

For more information regarding this vacancy please call 01656 657231.