999 Call Handlers - Coronavirus Calls
999 Non-Emergency Call Handler - Coronavirus Calls
Job Type: Temporary
Duration of temporary booking: This is a temporary ongoing role with no end date specified at this stage
Start date: ASAP
Training details: 1 week, Monday to Friday 9am to 5pm. Candidates must be free and available to attend all 5 days.
Working days and hours: Monday to Sunday working shifts between 8am to 8pm (working 5 shifts per week, 37.5 hours per week)
Please note, you may be required to work Bank Holidays and Unsociable hours. Unsociable hours may see you working 8 hour or 10 hour shifts.
Essential: Candidates must be flexibility to work Monday to Sunday between 8am to 8pm
Mon - Fridays - £10 umbrella per hour
Our client is looking for candidates with strong customer service and administration experience to deliver an efficient appointments service for face to face consultations in accordance with agreed protocols.
- Dealing with a high volume of inbound non-emergency related calls from the public regarding the Coronavirus
- Providing appropriate advise to care for patients
- Act as a first point of contact for Health Care Professionals (HCPs)
- Make transport booking arrangements
- Obtain additional information in order to ascertain to the incident deployed to
- Provide screening for the bookings received, whilst following the Health Care Professional booking process
- Take non-emergency bookings from Health Care Professionals (HCPs), Nurses and Hospitals for patient transfers
- Ensure the patient journeys are booked within the required guidelines
- Contribute to the overall service delivery model, ensuring all details are received and captured on the support computer software to ensure that patients are prioritised appropriately and directed to the correct end point
- To keep accurate records of non-emergency 999 call enquiries to the service
- To adhere to, and maintain an up to date, knowledge local policies and procedures
- Support the implementation of new policies and procedures as required
- To work co-operatively within the organisation, sharing and utilising areas of knowledge and skills
- To display effective keyboard and work processing skills by actively participating in continuous quality improvement measures including self-review
- To support line management through undertaking additional delegated administrative tasks when required to support effective service delivery, e.g. entering information onto existing databases.
- To provide simple non-emergency information advice in line with NHS policies and approved sources
- Previous 999 Call Handler experience (highly desirable)
- Previous customer service and administration experience
- Experience dealing with a high volume of inbound calls
- Previous experience working in a medical and healthcare environment (advantageous)
- The skill and ability to deal with non-emergency inbound 999 calls
- Skill and experience to remain calm in often crisis situations
- Ability to deal effectively with difficult and stressed individuals and customers
- Ability to work a range of out of hours and unsocial shifts including evening, nights, weekends and Bank Holidays on a temporary full-time basis
Please Note: Candidates must have a current in date enhanced DBS in place in order to commence employment. If you do not currently hold an in date enhanced DBS, this may be applied for during your application process.
- Call Centre
- Customer Service
- Decision Support
- Call Logging
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