Hrgo are seeking temporary CallEast Advisors, in Hellesdon, Norwich. The Commercial Services Contact Centre provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line, Message handling for Community Nursing and Midwifery Services.
The role of the Call Handler will be to answer operational calls that come into the contact centre. The call handler will provide accurate assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with other Service providers, as appropriate. The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations. The call centre has a 24-hour function, and it is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, in accordance with allocated rostered duties.
Form part of a team who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts.
Receive and record telephone calls from a range of people/personnel including hospital staff, other Health Service professionals and other Emergency Services.
Provide advice to clients as directed by clinical triage protocols and procedures.
Ensure that the clinical triage process for each call received is factual and recorded accurately, to the fullest extent possible.
Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor.
To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.
To take charge of an incoming call, managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
You will need to have English and Maths GCSE grade D or above. Literate to Trust tested level and ability to communicate clearly. Good geographical knowledge of Norfolk & Suffolk
Excellent verbal communication skills. Shift Pattern - 24/7, 365 role with a mixture of days, lates & nights in a rota, full training is provided. If you feel you have the relevant experience, then please apply with an up-to-date CV. If you have not been contacted within a week, you should assume that you have been unsuccessful at this time.
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