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Call Handler Full Time

at Local Care Direct Huddersfield in Huddersfield (Published at 29-12-2020)

Description


Call Handler

Local Care Direct


The closing date is 30 December 2020


Job overview



Local Care Direct delivers a range of primary and urgent healthcare services across West Yorkshire. We have fixed term vacancies available for Call Handlers (GP Surgeries Resilience) 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



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



Shifts Available:



Monday weekly 08.00-12.00



Tuesday weekly 08.00-12.00



Wednesday weekly 08.00-12.00



Thursday weekly 08.00-12.00



Friday weekly 08.00-12.00




Main duties of the job



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



They will be responsible for providing call handling and administrative support to the Contact Centre and GP surgeries where LCD has agreed to provide resilience cover.




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.




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 responsibilities



Job Title: GP Surgeries Resilience Call Handler



Reports to:
Duty Team Manager, Lead Duty Manager



Locations
: Contact Centre, Bradley, Huddersfield



Shifts Available:



Monday weekly 08.00-12.00



Tuesday weekly 08.00-12.00



Wednesday weekly 08.00-12.00



Thursday weekly 08.00-12.00



Friday weekly 08.00-12.00



PLEASE NOTE - This vacancy is fixed term until 31st March 2021



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 call handling and administrative support to the Contact Centre and GP surgeries where LCD has agreed to provide resilience cover.



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 handle incoming calls from the GP practices where resilience support has been agreed by LCD and to complete any administrative tasks linked to the call, follow the processes and protocols for the GP resilience service and ensure that each call is directed to the correct endpoint in a safe and efficient manner.



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


  • To work with the LCD triage clinician in respect of delivering the GP Surgeries resilience support

  • Liase with the surgeries where necessary to pass back any calls that do not fit the LCD support criteria

  • Assisting the Duty Manager in passing back cases to surgeries at the end of the out of hours period if required

  • To support the Lead Duty Manager in approving shifts, annual leave etc in RotaMaster as instructed, if required.

  • Ensuring Systmone tasks dealt with in a timely manner.

  • To provide administrative support to other areas of business as required.

8. 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.



9. To maintain confidentiality of information given.



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



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



Relationships



  • Communicate effectively with all external stakeholders, 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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