Emergency Call Handler

Norfolk - Norwich
£9.09 - £18 per Hour
Job Reference

Our client requires an Emergency call handler to work full time in Norwich, NR6 5NA.

The shifts vary over a 24 hour period, your rota will be given to you on your first day. Due to the shifts varying pay does too, the pay details are below.

* £9.09 an hour Monday to Friday.
* £12.67 an hour Saturday
* £16.41 an hour Sunday and Bank holidays

Please note, the pay may be changing to a higher rate of pay for weekend and holiday shifts.

The role involves answering operational calls that come into the HEOC, prioritising calls using the triage software system and entering information into the computer aided dispatch system. You will also be responsible for providing pre-arrival advice to callers where appropriate.

You must be available to work weekends and bank holidays (including Christmas day and Easter).

You must ensure the timely and accurate answering and recording of all calls and requests, especially when emergency resources are requested such as urgent doctors requests and routine calls. You may find yourself answering calls from hospital staff and other healthcare professionals who require information on a previous caller or patient.

Confidentiality is important within this role, all records of caller information must be stored safely and shared only to the relevant healthcare professionals/departments. The callers will need to be given post dispatch and pre-arrival instructions which you will be responsible for providing. This will include life saving instructions relating to CPR, maternity, airway management, diabetic information and much more.

You may be working under targets, such as call responsiveness and speed. Training will be provided within your first few days and you will need to undertake professional development plans throughout your time working. You will also be training new staff members once you are fully competent yourself.

You may be required to deal with questions from the media at times, or questions from hospital staff and other medical professionals.

Prioritising calls is a massive part of the role, emergency calls must be answered and dealt with promptly whilst non emergency calls can go on hold.

When it comes to uniform, you must make sure you are looking smart and professional at all times.

Below are things you will need to be aware of on a day to day basis.

* To deal with all calls calmly and work under high pressure
* Be polite over the phone at all times
* Deal with highly emotional, aggressive, abusive or threatening callers
* To communicate with callers relatives and offer them support
* To provide instructions to callers over the phone
* Dealing with distressed patients

This job advert states what qualities are essential for the role, below are the more desirable skills/qualifications.

* First aid/First person on scene qualification
* Previous experience in clinical/ health care environment

If you are interested in this role, please do not hesitate to apply online or email matthew.smith@hrgo.co.uk.

Thank you.


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