Job summary
We have a
permanent opportunity for a part time Overnight Call Handler. This is an exciting
opportunity for a customer focused individual to join our dynamic Stockport
based operational team who deliver exceptional service to our patients.
We work on a two week rota and have the following set shifts
available.
Week 1
Monday 23.00- 08.00
Week 2
Monday 23.00- 08.00
Thursday 23.00
-8.00
Friday 23.00- 08.00
Rate of pay £16.07 per hour
You must have right to work in the UK as we are unable to offer graduate or visa sponsorship and no visa extension can be offered for this role.
Main duties of the job
The main responsibilities of the post-holder will be
working on overnight shifts to effectively handle all incoming calls from
different work streams in a professional and polite manner. Call handling will
involve collecting and recording appropriate information in Adastra.
The post-holder is also required to work on reception,
welcoming patients and visitors into our centre. You will undertake other general admin duties
in line with our policies and procedures and you will work in collaboration
with the other call handlers and Shift Leads to ensure efficient operation of
the call centre services.
About us
Mastercall Healthcare has over 28 years experience as an
innovative, highly performing, award-winning Social Enterprise organisation.
We are passionate about providing the very best patient care
at the very best place for the patient.
Our Social Value ethos commits us to ensuring the very best
use of the public pound, maximising the return on investment of our
commissioners, and supporting the NHS deliver affordable, effective, safe
patient centred services.
Our purpose is to ensure that we deliver safe, high quality,
patient centred services that support people to live and age well. We are here
to support our community and our health and social care partners. We provide a
range of highly effective urgent primary care services that support hospital
admission avoidance and early supported discharge from hospital where
clinically safe and appropriate.
Employee benefits include:
Living Wage Employer
NHS Pension Scheme
NHS Blue light card/Discount scheme
Flexible working
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and
the option to purchase additional l eave
Wellbeing schemes
Job description
Job responsibilities
Systems/General
To be the first point of contact on the overnight for the patient or
carer/relative, establishing the nature of the call, identifying the
appropriate assistance required from information given by the caller.
On receipt of the patient call, search computerised patient records,
checking patient details and demographics and amending when required, using
effective questioning skills and respecting patient confidentiality, working
within the Caldicott protocol and legislative requirements.
Identify callers requiring immediate emergency response and refer to
appropriate clinical guidelines including identifying an LTE (Life Threatening
Emergency) and ambulance requirements.
Ensure accurate and legible documentation at all times - whether
handwritten or computer produced - relating to patient journeys, cancellations,
alterations or amendments to bookings etc
Maintaining professional levels of contact with all callers and employing
conflict resolution skills where necessary
Use excellent communication skills when liaising with internal and
external stakeholders always ensuring a professional approach. Demonstrates Mastercall values to ensure
every call is managed with care, compassion
Greeting patients and visitors at reception, book patients in and
maintain appropriate records.
To be responsible for ensuring the reception area is kept tidy and
presentable at all times.
Escalate concerns to a Shift Lead or member of the clinical team if you
have a concern regarding a patients condition.
Deal with queries regarding prescriptions
The post holder is required to be competent in the use of the telephone
system and be able to transfer calls internally and to partner organisations.
Organisational/ Policies and Procedures
Work in
accordance with IG principles
To keep up
to date of all Mastercall policies and procedures.
To uphold
and promote Dignity in Care for colleagues and patients alike
Undertake
any other duties that are within your skills and capabilities
Job description
Job responsibilities
Systems/General
To be the first point of contact on the overnight for the patient or
carer/relative, establishing the nature of the call, identifying the
appropriate assistance required from information given by the caller.
On receipt of the patient call, search computerised patient records,
checking patient details and demographics and amending when required, using
effective questioning skills and respecting patient confidentiality, working
within the Caldicott protocol and legislative requirements.
Identify callers requiring immediate emergency response and refer to
appropriate clinical guidelines including identifying an LTE (Life Threatening
Emergency) and ambulance requirements.
Ensure accurate and legible documentation at all times - whether
handwritten or computer produced - relating to patient journeys, cancellations,
alterations or amendments to bookings etc
Maintaining professional levels of contact with all callers and employing
conflict resolution skills where necessary
Use excellent communication skills when liaising with internal and
external stakeholders always ensuring a professional approach. Demonstrates Mastercall values to ensure
every call is managed with care, compassion
Greeting patients and visitors at reception, book patients in and
maintain appropriate records.
To be responsible for ensuring the reception area is kept tidy and
presentable at all times.
Escalate concerns to a Shift Lead or member of the clinical team if you
have a concern regarding a patients condition.
Deal with queries regarding prescriptions
The post holder is required to be competent in the use of the telephone
system and be able to transfer calls internally and to partner organisations.
Organisational/ Policies and Procedures
Work in
accordance with IG principles
To keep up
to date of all Mastercall policies and procedures.
To uphold
and promote Dignity in Care for colleagues and patients alike
Undertake
any other duties that are within your skills and capabilities
Person Specification
Experience
Essential
- Previous customer service experience
- Experience in working with the public
- Competent in the use of Microsoft Office applications and email
- Excellent communication skills both written and verbal.
- Displays ability to pay attention to detail and record information accurately
- Ability to meet deadlines, and use initiative
Desirable
- Previous call centre and/or NHS experience
- Knowledge of Adastra/EMIS computer systems
- Knowledge and awareness of confidentiality and data protection
- Experience of working overnights
Qualifications
Essential
- Educated to GCSE Standard Maths & English
Desirable
- ECDL/IT qualifications
- Customer Service qualification
General Qualities
Essential
- Ability to work as part of a team
- Positive attitude, motivated enthusiastic and displays the Mastercall values
- Strong problem-solving skills
- Reliable and responsible
Person Specification
Experience
Essential
- Previous customer service experience
- Experience in working with the public
- Competent in the use of Microsoft Office applications and email
- Excellent communication skills both written and verbal.
- Displays ability to pay attention to detail and record information accurately
- Ability to meet deadlines, and use initiative
Desirable
- Previous call centre and/or NHS experience
- Knowledge of Adastra/EMIS computer systems
- Knowledge and awareness of confidentiality and data protection
- Experience of working overnights
Qualifications
Essential
- Educated to GCSE Standard Maths & English
Desirable
- ECDL/IT qualifications
- Customer Service qualification
General Qualities
Essential
- Ability to work as part of a team
- Positive attitude, motivated enthusiastic and displays the Mastercall values
- Strong problem-solving skills
- Reliable and responsible
