Job summary
Shropdoc Putting Patients at the Heart of Everything We
Do.
We are a values-driven organisation where people genuinely matter. Guided by our core values of Quality, Kindness, Integrity, Community and Development, we foster a supportive culture built on strong teamwork and continuous learning. Our employees are encouraged to grow, develop their skills, and take pride in making a meaningful difference every day.
Main duties of the job
The Role Call Handler
As a Call Handler, you will play a vital role in
coordinating and facilitating patient care, supporting clinicians and
healthcare professionals to ensure patients receive timely and appropriate
treatment.
Your responsibilities will include:
Acting as a single point of contact for
clinicians accessing emergency secondary care
Handling incoming calls and making outbound
calls to patients, healthcare professionals, and partner services
Fast-tracking referrals to the most appropriate
services
Arranging outpatient appointments and hospital
admissions
Communicating with patients and professionals
via telephone, email, and electronic fax
Accurately recording patient information on our
clinical systems
Providing administrative support to clinicians
and colleagues as required
This is a varied and rewarding role that directly
contributes to high-quality patient care.
About us
About Us:
Shropdoc is a trusted, not-for-profit healthcare provider delivering exceptional primary care services across England and Wales. We work closely with the NHS to provide Powys Out of Hours GP care, urgent care triage, home visits, and operate medical practices in Powys improving access to healthcare for rural communities.
Working closely with NHS partners and other health and care organisations, we ensure patients receive safe, responsive, and high-quality care when their GP practice is closed or when urgent support is required.
Our mission is simple: to keep the patient at the heart of all that we do. We are committed to excellence in patient care, accessibility, and safety, while fostering a working environment built on integrity, kindness, and collaboration. Our values Community, Quality, Kindness, Integrity, and Development guide everything we do and underpin our commitment to supporting and developing our staff.
Job description
Job responsibilities
KEYTASKS &RESPONSIBILITIES
Workflow
Receive
incoming calls promptly and efficiently from Patients, Health Care
professionals and services, process into Shropdocs operational and clinical
software or other as appropriate, fast tracking to the appropriate health care
professional or service.
Arrange
and send all the relevant paperwork to healthcare providers in a timely manner.
Ensure
all associated administration is completed including scanning.
Book
patient transport using the appropriate service, enabling patients calls with
the ambulance service if emergency transport is required as defined by our
999-trigger list.
Support
clinicians in liaising with the various medical, social and transport services
to ensure the delivery of agreed care.
Conference
call with healthcare providers where relevant to provide the most appropriate
patient care.
Make
outbound calls to patients to arrange outpatient appointments.
Update
information on all of Shropdoc's databases/systems ensuring clear and concise
notes are made for handover purposes.
Book
appointments in relevant clinics on Careflow.
Receive
incoming calls from lone workers, recording information and escalating risks in
line with
processes.
Ensure
any hard copy prescriptions are emailed to the appropriate pharmacy, entered on
to the relevant spreadsheet and filed during shift. Obtaining a clinician
signature before sending.
To
liaise with patients and the wider Primary Health Care Team as required to
ensure the efficient management of patient care.
Training
Remain
up-to-date and familiar with all non-clinical Care Co-ordination and Call
handling processes and protocols on the Shropdoc Portal, reading regular
updates.
To
actively participate in the coaching and mentoring of current team and any new
members of staff.
To
attend and participate in Training sessions as required.
Keep
up to date with mandatory Bluestream training.
Disaster
recovery
To
be fully aware and able to implement all or any contingency plans e.g.
Contingency Power App, Email, Manualand Evacuation processes as
required.
To
maintain knowledge and a working understanding of Telephony, electronic systems
and software utilized within the call centre.
Attend
any disaster recovery meetings or training as required.
General
Compliant
use of the Smartcard is required, using the Summary care records to update
demographics and search for NHS numbers on every shift.
Provide
support to Team leader and other workstreams when required.
To
maintain a constant and continuous interest in Health and Safety matters
applicable to Shropdoc activities, and strive to ensure that all staff avoid
risks, and discourage irresponsible behaviour. Ensuring that in the event of
incident/accident these are reported to the appropriate bodies/personnel and
shift logged.
To
ensure that general housekeeping duties are carried out on each shift.
To
undertake any duties of a similar nature consistent with the responsibilities
of the post in order to provide a quality service.
In
line with other posts may be subject to change according to service needs, in
consultation with the post holder.
Attend
and participate in Operational Team Meetings.
Job description
Job responsibilities
KEYTASKS &RESPONSIBILITIES
Workflow
Receive
incoming calls promptly and efficiently from Patients, Health Care
professionals and services, process into Shropdocs operational and clinical
software or other as appropriate, fast tracking to the appropriate health care
professional or service.
Arrange
and send all the relevant paperwork to healthcare providers in a timely manner.
Ensure
all associated administration is completed including scanning.
Book
patient transport using the appropriate service, enabling patients calls with
the ambulance service if emergency transport is required as defined by our
999-trigger list.
Support
clinicians in liaising with the various medical, social and transport services
to ensure the delivery of agreed care.
Conference
call with healthcare providers where relevant to provide the most appropriate
patient care.
Make
outbound calls to patients to arrange outpatient appointments.
Update
information on all of Shropdoc's databases/systems ensuring clear and concise
notes are made for handover purposes.
Book
appointments in relevant clinics on Careflow.
Receive
incoming calls from lone workers, recording information and escalating risks in
line with
processes.
Ensure
any hard copy prescriptions are emailed to the appropriate pharmacy, entered on
to the relevant spreadsheet and filed during shift. Obtaining a clinician
signature before sending.
To
liaise with patients and the wider Primary Health Care Team as required to
ensure the efficient management of patient care.
Training
Remain
up-to-date and familiar with all non-clinical Care Co-ordination and Call
handling processes and protocols on the Shropdoc Portal, reading regular
updates.
To
actively participate in the coaching and mentoring of current team and any new
members of staff.
To
attend and participate in Training sessions as required.
Keep
up to date with mandatory Bluestream training.
Disaster
recovery
To
be fully aware and able to implement all or any contingency plans e.g.
Contingency Power App, Email, Manualand Evacuation processes as
required.
To
maintain knowledge and a working understanding of Telephony, electronic systems
and software utilized within the call centre.
Attend
any disaster recovery meetings or training as required.
General
Compliant
use of the Smartcard is required, using the Summary care records to update
demographics and search for NHS numbers on every shift.
Provide
support to Team leader and other workstreams when required.
To
maintain a constant and continuous interest in Health and Safety matters
applicable to Shropdoc activities, and strive to ensure that all staff avoid
risks, and discourage irresponsible behaviour. Ensuring that in the event of
incident/accident these are reported to the appropriate bodies/personnel and
shift logged.
To
ensure that general housekeeping duties are carried out on each shift.
To
undertake any duties of a similar nature consistent with the responsibilities
of the post in order to provide a quality service.
In
line with other posts may be subject to change according to service needs, in
consultation with the post holder.
Attend
and participate in Operational Team Meetings.
Person Specification
Qualifications
Essential
- Good standard of general education.
- Excellent communication and liaison skills, with wide range of personnel.
- Good keyboard skills (ECDL or equivalent)
Personal Attributes
Essential
- High degree of discretion and integrity.
- Empathetic, self-starter, proactive, calm, strong work ethic, thorough and organised.
- Enthusiastic and self-motivated.
- Willingness to accept responsibility.
- Creative approach to problem solving.
- Must be flexible towards new working practices.
Desirable
- Able to demonstrate initiative in handling unforeseen events.
Experience
Essential
- Strong Customer Service skills.
- Experience of working with patients or the public.
- Good communication and organisational skills.
- An understanding of GDPR as dealing with confidential and sensitive information.
- Ability to work under pressure, meeting tight deadlines when required.
- Capable of using own initiative and working as part of a team.
Desirable
- Previous Experience in a similar role or environment, would be an advantage.
Other
Essential
- Must be committed to living our Values (Quality, Integrity, Kindness, Development, Community).
- Must be able to be flexible for operational business need.
- Flexibility to cover sickness and holidays of other team members.
Person Specification
Qualifications
Essential
- Good standard of general education.
- Excellent communication and liaison skills, with wide range of personnel.
- Good keyboard skills (ECDL or equivalent)
Personal Attributes
Essential
- High degree of discretion and integrity.
- Empathetic, self-starter, proactive, calm, strong work ethic, thorough and organised.
- Enthusiastic and self-motivated.
- Willingness to accept responsibility.
- Creative approach to problem solving.
- Must be flexible towards new working practices.
Desirable
- Able to demonstrate initiative in handling unforeseen events.
Experience
Essential
- Strong Customer Service skills.
- Experience of working with patients or the public.
- Good communication and organisational skills.
- An understanding of GDPR as dealing with confidential and sensitive information.
- Ability to work under pressure, meeting tight deadlines when required.
- Capable of using own initiative and working as part of a team.
Desirable
- Previous Experience in a similar role or environment, would be an advantage.
Other
Essential
- Must be committed to living our Values (Quality, Integrity, Kindness, Development, Community).
- Must be able to be flexible for operational business need.
- Flexibility to cover sickness and holidays of other team members.
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.
