Job summary
We are looking for Call Centre Operative staff
members 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.
Requirements
For
insurance purposes, you will need to be aged 25 and over with a minimum of
one years driving experience in a manual car to be able to drive a Badger
Vehicle.
Full UK Driving licence with no more than 6
points
Successful Candidates would need to be able to
commit to classroom-based and live training at the call centre for 3 weeks from
13th November 3rd December 2025
Schedule: Monday to Friday from 5pm to 9pm
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.
To take telephone
calls from [patients in a professional and courteous manner]
To record all
essential information accurately
To prioritise
calls that will be passed to 999
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
Birmingham
and District GP Emergency Room (Badger) Ltd is a not-for-profit social
enterprise healthcare co-operative which includes, as part of its group of
companies, Badger Medical Ltd, Badger Healthcare Ltd and Sett Support
Partnership plc. Badger consists of Board Leadership; Clinical; Finance;
Workforce & HR; Quality & Performance; Operations; IT and Business
Development departments.
Badger was
established in 1996 by local doctors who joined together to initially provide
an improved out-of-hours service for their patients. Today Badger has opted-in
GP members in 60+ practices and provides 24/7 message handling, urgent primary
care and GP out of hours service to a patient base of 1.3 million. We run the
Urgent Treatment Services at Solihull and Erdington Stockland Green, with face
to face and 24/7 remote clinical assessment services operating from Bourne Road
in Aston. Our head offices are at Glover Street, near the city centre. Badger was recognised with an Outstanding rating following our Care
Quality Commission (CQC) inspection in March 2024.
Job description
Job responsibilities
Call Handler duties and Driver duties
1.
To arrive at the call centre at the start of the
shift time.
2.
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.
3.
Ensure that all necessary medical equipment and
supplies are checked at the beginning of each shift.
4.
This includes checking the volume of
prescriptions, doctor equipment, paperwork and envelopes for the relevant
doctors / nurses bag.
5.
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.
6.
Closing and opening buildings during operational
hours and ensuring that all keys and passes are signed out/in
7.
To take telephone calls from patients and
accurately record all essential information on the Adastra system.
8.
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.
9.
If an emergency or life-threatening circumstance
is identified, the call is referred to 999 for appropriate service.
10. Always maintaining confidentiality, particularly patient confidentiality
and Data Protection Act when obtaining, recording and sharing data.
11. Ensure appropriate and relevant information is captured dependent on
healthcare needs.
12. Advise the Team Leader of any problems and take appropriate action as
directed.
13. 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.
14. To ensure the premises are always kept clean and any issues are reported
to the Team leader.
15. 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.
16. 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.
17. Be pro-active where possible in identifying any potential
danger/problems when clinicians are visiting patients homes and report these
back to base.
18. To provide emergency Receptionist cover at Primary Care Centers
19. 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
Health & Safety
Job description
Job responsibilities
Call Handler duties and Driver duties
1.
To arrive at the call centre at the start of the
shift time.
2.
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.
3.
Ensure that all necessary medical equipment and
supplies are checked at the beginning of each shift.
4.
This includes checking the volume of
prescriptions, doctor equipment, paperwork and envelopes for the relevant
doctors / nurses bag.
5.
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.
6.
Closing and opening buildings during operational
hours and ensuring that all keys and passes are signed out/in
7.
To take telephone calls from patients and
accurately record all essential information on the Adastra system.
8.
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.
9.
If an emergency or life-threatening circumstance
is identified, the call is referred to 999 for appropriate service.
10. Always maintaining confidentiality, particularly patient confidentiality
and Data Protection Act when obtaining, recording and sharing data.
11. Ensure appropriate and relevant information is captured dependent on
healthcare needs.
12. Advise the Team Leader of any problems and take appropriate action as
directed.
13. 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.
14. To ensure the premises are always kept clean and any issues are reported
to the Team leader.
15. 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.
16. 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.
17. Be pro-active where possible in identifying any potential
danger/problems when clinicians are visiting patients homes and report these
back to base.
18. To provide emergency Receptionist cover at Primary Care Centers
19. 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
Health & Safety
Person Specification
Driving
Essential
- For insurance purposes, you will need to be aged 25 and over with a minimum of one years driving experience in a manual car to be able to drive a Badger Vehicle.
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
Driving
Essential
- For insurance purposes, you will need to be aged 25 and over with a minimum of one years driving experience in a manual car to be able to drive a Badger Vehicle.
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.
