Job summary
We are recruiting highly motivated and committed individuals who are interested in being at the forefront of developing pioneering projects to help transform British mental healthcare.
Our service is increasingly sought after by patients seeking fast access, high-quality mental health assessment and treatment, both privately and via the NHS Right to Choose scheme. We are recruiting highly focused, suitably experienced candidates to help us meet these demands.
Main duties of the job
Your primary duties will be to answer and respond to a high volume of incoming calls in a courteous, efficient and effective way, process referrals to our service, arrange appointments, collate medical information, create patient records, update confidential electronic notes and closely liaise with patients, clinical and administrative colleagues and partner agencies by email and telephone.
You will join our busy, virtual Contact Centre and be available to work 32+ hours a week over flexible hours from your secure home office environment using our bespoke patient database.
A high level of emotional intelligence and professionalism are a must.
The role is home-based but you may be required to attend various meeting locations occasionally.
The post holder will be expected to register with the DBS Update Service at their own cost to keep their DBS certificate current. Psychiatry-UK will apply for the original DBS certificate on their behalf.
This is a temporary employed position on a fixed-term basis for twelve months. The possibility of the contract being renewed will be based on the needs of the business at the time as well as the post holder's performance and attendance.
You will need a fast, reliable, private internet connection to work with Psychiatry-UK, at least 15Mbps
Hours of work are 8-hour shifts between core business hours of 8am - 8pm weekdays and 9am - 5pm occasional weekends on a shift rota basis.
About us
Founded in 2012, Psychiatry-UK has become the largest specialist psychiatry service in the UK. Through innovation, forward thinking and determination, we are helping to shape the future of British mental healthcare, enabling rapid access to high-quality specialist medical diagnosis and treatment online, and onward referral to accredited and medically managed counselling and coaching services.
Why work with us?
Our workplace culture is person-centred, supportive and neurodivergent friendly. In addition to comprehensive training and mentor support/CPD, we offer the following benefits:
Competitive/generous salary.
Additional work-from-home bonus of £1000 per annum (pro-rata).
Holiday Allowance.
Family discount.
Employee Assistance Programme (EAP)
Strong social network with online events; some face to face events.
Equality
P-UK is strongly committed to valuing and promoting equality, diversity and inclusion in all of our activities. We welcome and celebrate the diversity of our team and our patients, and are committed to offering equal opportunities and access for all people and groups in society.
Job description
Job responsibilities
As a Call Handler / Contact Centre Support Team Assistant at Psychiatry-UK your responsibilities will include:
- Answering inbound calls and emails from patients, members of the public and healthcare professionals.
- Handle complex patient needs with empathy and integrity.
- Providing appropriate responses and advice to patients.
- Liaising with the clinical team and other health professionals.
- Ensuring a high level of customer care is always provided.
- Escalating calls when required or in case of emergency e.g. arranging ambulance dispatch or police welfare checks.
- Logging all calls and updating information using our secure, patient database.
- Arranging and scheduling appointments within our bespoke system.
- Act as the point of contact for internal and external clients.
- Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
- Provide cover for colleagues when and where necessary.
- Prioritise workload with consideration to issues arising and responding to shifting priorities appropriately.
- Actively participate in regular supervision with the line manager.
- Participate in audits, performance monitoring and meet objectives.
- Completing all mandatory training.
Job description
Job responsibilities
As a Call Handler / Contact Centre Support Team Assistant at Psychiatry-UK your responsibilities will include:
- Answering inbound calls and emails from patients, members of the public and healthcare professionals.
- Handle complex patient needs with empathy and integrity.
- Providing appropriate responses and advice to patients.
- Liaising with the clinical team and other health professionals.
- Ensuring a high level of customer care is always provided.
- Escalating calls when required or in case of emergency e.g. arranging ambulance dispatch or police welfare checks.
- Logging all calls and updating information using our secure, patient database.
- Arranging and scheduling appointments within our bespoke system.
- Act as the point of contact for internal and external clients.
- Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
- Provide cover for colleagues when and where necessary.
- Prioritise workload with consideration to issues arising and responding to shifting priorities appropriately.
- Actively participate in regular supervision with the line manager.
- Participate in audits, performance monitoring and meet objectives.
- Completing all mandatory training.
Person Specification
Experience
Essential
- Strong front of house skills with proven customer service .
- Experience working in a psychiatric and/or private hospital setting.
Desirable
- At least one year in a healthcare assistant/support worker role is preferable.
Qualifications
Essential
- GSCE grade C in English and Maths.
Desirable
- A-Levels grade C in English and Maths.
- Qualification in Healthcare.
Other
Essential
- Strong Microsoft Office skills including Excel and PowerPoint.
- Excellent written and verbal communication skills.
- Attention to detail.
- Friendly, approachable, and supportive.
- Knowledge of office management.
- Excellent time management skills and the ability to prioritize work.
- Problem-solving skills.
- Strong organisational skills with the ability to multi-task.
- You will need a fast, reliable, private internet connection to work with Psychiatry-UK, at least 15Mbps
Person Specification
Experience
Essential
- Strong front of house skills with proven customer service .
- Experience working in a psychiatric and/or private hospital setting.
Desirable
- At least one year in a healthcare assistant/support worker role is preferable.
Qualifications
Essential
- GSCE grade C in English and Maths.
Desirable
- A-Levels grade C in English and Maths.
- Qualification in Healthcare.
Other
Essential
- Strong Microsoft Office skills including Excel and PowerPoint.
- Excellent written and verbal communication skills.
- Attention to detail.
- Friendly, approachable, and supportive.
- Knowledge of office management.
- Excellent time management skills and the ability to prioritize work.
- Problem-solving skills.
- Strong organisational skills with the ability to multi-task.
- You will need a fast, reliable, private internet connection to work with Psychiatry-UK, at least 15Mbps
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.
