Job summary
We are looking for call
centre operatives who have a drive and passion to make a difference to peoples
lives, to be able to work well as part of a team and have good problem solving
and excellent interpersonal skills with an empathetic nature. You will possess
excellent communication and IT skills and have a professional telephone manner
and the ability to remain calm under pressure.
As well as the call
handing service and associated administration duties there is a requirement to
deliver driving duties, and any task associated with this duty due to business
need. You will be required to carry out the driving duties in a safe and legal
manner ensuring that the vehicle is driven along with the passengers in full
compliance with the full driving regulations and codes, principally the Road
traffic Act and the Highway Code.
For insurance purposes,
no person under the age of 25 or over the age of 25 but holding a full licence
for less than 3 years will be permitted to drive a Badger vehicle.
Main duties of the job
As a representative of Badger, you will ensure that and exceptional end to end service is provided.
To provide a call handling service and associated administration duties as well as this, there may be the requirement to deliver driving duties, and any task associated with this duty due to business need.
Required to chauffeur multi-purpose clinicians to and from home visits within the Badger operating area. This is an essential service not an emergency service therefore CCOs do not have special priorities over other road users.
CCOs must ensure that all driving duties as required, are carried out in a safe and legal manner ensuring that the vehicle is driven along with the passengers in full compliance with the full driving regulations and codes, principally the Road traffic Act and the Highway Code.
As part of the role a full licence will be required, and a clean licence is preferred.
About us
Badger Group is a social enterprise that works with key stakeholders including NHS Trusts, local authorities, local Councillors & MPs and GPs to deliver best patient care.
Job description
Job responsibilities
Call Handler duties and Driver duties
To arrive at the call centre at the start of the shift time.
To ensure that the allocated shift car is checked, prepared and serviceable for home visit consultations. Once the shift has ended to ensure vehicle is sanitised, cleaned, and all paperwork/waste is disposed in line with process. Any observations made regarding vehicles need to be reported to the Duty Team Leader and form OPS-F-006 is filled in.
Ensure that all necessary medical equipment and supplies are checked at the beginning of each shift.
This includes checking the volume of prescriptions, doctor equipment, paperwork and envelopes for the relevant doctors / nurses bag.
Also ensuring that 1 x Case 1 and 1 x Case 2 drug cassettes (yellow or green tagged only) are collected from the CCO office at Aston Bourne Road and the drug cassette number is recorded in the correct log.
Closing and opening buildings during operational hours and ensuring that all keys and passes are signed out/in
To take telephone calls from patients and accurately record all essential information on the Adastra system.
On receipt of patient call, search patient records in line with DPA guidelines, checking patient details and maintaining patient confidentiality. Ensure we are working within BADGER and CCG contract KPIs and legislative requirements by following call centre SOPs.
If an emergency or life-threatening circumstance is identified, the call is referred to 999 for appropriate service.
Always maintaining confidentiality, particularly patient confidentiality and Data Protection Act when obtaining, recording and sharing data.
Ensure appropriate and relevant information is captured dependent on healthcare needs.
Advise the Team Leader of any problems and take appropriate action as directed.
Contribute to the continuous improvement of service provision in Badger communicating service user feedback to the Team Leaders, taking part in active pilots and schemes.
To ensure the premises are always kept clean and any issues are reported to the Team leader.
If a home visit is to be performed to ensure that all home visits, subject to the priority of those calls are carried out immediately and efficiently; in adherence to home visiting guidelines, using the quickest and safest routes available, whilst adhering to all speed limits and other restrictions.
Enter information into the Toughbook, at the visiting clinicians request. If the computer system fails and the home visiting team needs to take details over the mobile telephone, the CCO must take notes in a legible script.
Be pro-active where possible in identifying any potential danger/problems when clinicians are visiting patients homes and report these back to base.
To provide emergency Receptionist cover at Primary Care Centers
To perform any other relevant duties dictated by the service's changing needs or operational demand.
The post holder will be required to comply with the duties placed on employees of the Badger Group as set out in the Health and Safety at Work Policy and related procedures.
The post holder has a legal obligation to make positive efforts to maintain their own personal safety and that of others by taking reasonable care, carrying out requirements of the law and following recognised codes of practice
Job description
Job responsibilities
Call Handler duties and Driver duties
To arrive at the call centre at the start of the shift time.
To ensure that the allocated shift car is checked, prepared and serviceable for home visit consultations. Once the shift has ended to ensure vehicle is sanitised, cleaned, and all paperwork/waste is disposed in line with process. Any observations made regarding vehicles need to be reported to the Duty Team Leader and form OPS-F-006 is filled in.
Ensure that all necessary medical equipment and supplies are checked at the beginning of each shift.
This includes checking the volume of prescriptions, doctor equipment, paperwork and envelopes for the relevant doctors / nurses bag.
Also ensuring that 1 x Case 1 and 1 x Case 2 drug cassettes (yellow or green tagged only) are collected from the CCO office at Aston Bourne Road and the drug cassette number is recorded in the correct log.
Closing and opening buildings during operational hours and ensuring that all keys and passes are signed out/in
To take telephone calls from patients and accurately record all essential information on the Adastra system.
On receipt of patient call, search patient records in line with DPA guidelines, checking patient details and maintaining patient confidentiality. Ensure we are working within BADGER and CCG contract KPIs and legislative requirements by following call centre SOPs.
If an emergency or life-threatening circumstance is identified, the call is referred to 999 for appropriate service.
Always maintaining confidentiality, particularly patient confidentiality and Data Protection Act when obtaining, recording and sharing data.
Ensure appropriate and relevant information is captured dependent on healthcare needs.
Advise the Team Leader of any problems and take appropriate action as directed.
Contribute to the continuous improvement of service provision in Badger communicating service user feedback to the Team Leaders, taking part in active pilots and schemes.
To ensure the premises are always kept clean and any issues are reported to the Team leader.
If a home visit is to be performed to ensure that all home visits, subject to the priority of those calls are carried out immediately and efficiently; in adherence to home visiting guidelines, using the quickest and safest routes available, whilst adhering to all speed limits and other restrictions.
Enter information into the Toughbook, at the visiting clinicians request. If the computer system fails and the home visiting team needs to take details over the mobile telephone, the CCO must take notes in a legible script.
Be pro-active where possible in identifying any potential danger/problems when clinicians are visiting patients homes and report these back to base.
To provide emergency Receptionist cover at Primary Care Centers
To perform any other relevant duties dictated by the service's changing needs or operational demand.
The post holder will be required to comply with the duties placed on employees of the Badger Group as set out in the Health and Safety at Work Policy and related procedures.
The post holder has a legal obligation to make positive efforts to maintain their own personal safety and that of others by taking reasonable care, carrying out requirements of the law and following recognised codes of practice
Person Specification
Qualifications
Essential
- GCSE 5-9 (A*-C) Including English and Maths
-
- Good Level of verbal and written English.
-
- Full UK Driving licence with no more than 6 points
Experience
Essential
- Ability to work under pressure.
-
- Good verbal skills
-
- Previous call handling experience
-
- Good Organisational & administration skills.
Person Specification
Qualifications
Essential
- GCSE 5-9 (A*-C) Including English and Maths
-
- Good Level of verbal and written English.
-
- Full UK Driving licence with no more than 6 points
Experience
Essential
- Ability to work under pressure.
-
- Good verbal skills
-
- Previous call handling experience
-
- Good Organisational & administration skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
