Call Handler

Local Care Direct
Published
12th January 2021
Location
Local Care Direct, Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Category
Job Type
Job Reference
B0250-21-6848
Department
Contact Centre
Job Location
Huddersfield
Salary
£8.72 per hour in hours & £8.86 per hour out of hours
Working pattern
Various Shifts Available
APPLY HERE
https://beta.jobs.nhs.uk/candidate/jobadvert/B0250-21-6848

Description

Call Handler

Local Care Direct

The closing date is 25 January 2021

Job overview

Local Care Direct delivers a range of primary and urgent healthcare services across West Yorkshire. We have part-time vacancies available for Call Handlers in our Bradley Contact Centre. If you are interested in working in our friendly, flexible organisation then please apply now.

Salary: £8.72 per hour in hours & £8.86 per hour out of hours

Location: Local Care Direct, Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ

Shifts Available (working across a 4 week rolling rota):

Wednesday weekly 12.00-18.00

Thursday weeks 1&3 14.00-22.00

Friday weeks 2&4 18.00-22.00

Friday week 2 08.00-13.00

Sunday weeks 1&3 15.00-21.00

Main duties of the job

The Call Hander is responsible for receiving calls and the accurate input of caller information on to the computer system.

They will be responsible for providing administrative support to the Contact Centre.

Asa key member of the Contact Centre team and will contribute to the delivery of a quality service and the maintenance of quality standards.

About us

A few Benefits of working for Local Care Direct are:

NHS Pensions Scheme

Comprehensive Staff Training programme

Opportunity to pick up additional shifts

Regular salary reviews

Free Flu Jab

Staff Awards

Dedicated friendly teams

Nothing matters to us more than people - The way we treat our patients and the people who work for us; the way we do things and our commitment to keep our promises are what we value most.

We do what we say we will do and we do it well - Local Care Direct is a Social Enterprise organisation providing a wide range of healthcare services in Yorkshire. We are a community owned organisation, independent from the NHS and committed to putting patients first.

Job description

Job Title: Call Handler

Reports to: Duty Team Manager

Location: Local Care Direct, Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ

Shifts Available (working across a 4 week rolling rota):

Wednesday weekly 12.00-18.00

Thursday weeks 1&3 14.00-22.00

Friday weeks 2&4 18.00-22.00

Friday week 2 08.00-13.00

Sunday weeks 1&3 15.00-21.00

Job Summary: The post holder will be responsible for receiving calls and the accurate input of caller information on to the computer system.

The post holder will be responsible for providing administrative support to the Contact Centre.

They will be a key member of the Contact Centre team and will contribute to the delivery of a quality service and the maintenance of quality standards.

Principle Responsibilities

1. To receive incoming telephone calls in a polite and professional manner in keeping with the image of Local Care Direct.

2. To deal with the callers query, to include transferring to another department of manager if necessary.

3. Record accurately the demographic details of the caller, and a brief description of the reason for their call, onto the computer system.

4. To communicate effectively with callers, in order to ensure that they understand the rationale behind the call queue process and system of prioritisation.

5. To provide basic information where nurse triage or health information is not indicated or necessary.

6. To provide administrative support during weekday daytime shifts as follows:

  • Assisting the Duty Manager in passing back cases to surgeries at the end of the out of hours period.
  • To support the Lead Duty Manager in approving shifts, annual leave etc in RotaMaster as instructed, when required.
  • Ensuring Systmone tasks dealt with in a timely manner.
  • Preparing in hours cover sheets.
  • Ensuring all Prescription administration dealt with as per protocol.
  • Ensuring all workstations are fully equipped.
  • To assist with administration around in hours cover i.e. cover sheets, room booking, preparation of in hours calendar.
  • To provide administrative support to other areas of business as required.

7. To be an active member of the Contact Centre Team, assisting in the provision and maintenance of the quality, standards and professional image of the service.

8. To maintain confidentiality of information given.

9. To be flexible in working arrangements and location in order to meet the needs of the service.

10. To be flexible to changes in service needs and undertake additional training as and when necessary.

Relationships

  • Communicate effectively with patients, colleagues, Doctors, Nurses, Managers, Ambulance Control staff and other Health Care Professionals to ensure calls are dealt with, with the necessary level of urgency, within an appropriate time scale.
  • Liaise with all Doctors, Nurses, Management, other Health Care Professionals and Trusts on matters relating to call handling procedures, ensuring that all information is easily understood by presentation in a clear, precise and accurate format.

Person Specification

Qualifications

Desirable

  • NVQ Level 2 in Office Administration.

Experience

Essential

  • Experience of working in a busy, public-facing environment.
  • Experience of dealing with confidential information and record keeping.
  • Experience of working in partnership to carry out a role

Desirable

  • Experience of working in a 24/7 environment.
  • Experience of working in an environment where safeguarding is important.
  • Experience of working in a health related environment.

Skills

Essential

  • Evidence of highly developed communication skills verbal, written and telephone.
  • Evidence of ability to understand the need for, and to follow, systems and processes.
  • Good computer skills.
  • Evidence/Examples of High levels of accuracy, attention to detail and time management skills.
  • Example of ability to problem solve and deal with challenging situations.

Desirable

  • Health and safety principles.
  • Example of ability to recognise and suggest areas for service improvement.

Knowledge

Essential

  • Fluent in English language.
  • Good knowledge of Microsoft Office.

Desirable

  • Knowledge of Safeguarding.
  • Knowledge of Conflict resolution strategies.
  • Knowledge of SystmOne.
  • Knowledge of Local Care Direct Services.

Personal attributes

Essential

  • Ability to attend work regularly out of hours.
  • Flexible, willing to work in areas other than main base and adaptable to change.
  • Ability to work alone and also as part of a team.

Desirable

  • Example showing ability to stay calm under-pressure.

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12th January 2021