Customer Service

Total Assist; Broadland; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare staffing firm in Broadland is seeking Call Handlers for on-site roles. Responsibilities include responding to emergency and non-emergency calls, ensuring timely communication with clients and emergency services, and following clinical triage protocols. Ideal candidates will have experience in emergency call handling and strong communication skills.

Qualifications

• Experience in emergency call handling or similar is preferred.
• Ability to work in a fast-paced environment.
• Strong communication skills to provide effective client advice.

Responsibilities

• Handle emergency and non-emergency calls.
• Provide advice based on clinical triage protocols.
• Utilize ICT systems for effective communication.

Job description

On site only role.

Responsibilities

• Form part of a team of Call Handlers who normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts.
• Where business continuity requires it, there may be a need to handle calls for one of the Trusts other two EOCs or to relocate to one of them on a temporary basis.
• Respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required. (Where ACD (Automatic Call Distribution) is active, emergency calls may be answered automatically for the user)
• Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software.
• Receive and record telephone calls from a range of personnel including hospital staff, other Health Service professionals and other Emergency Services. When rota's or staffing levels require it, carry out duties within the “out of hours” control, either call handling or dispatching received calls.
• This requirement, like all duties, is subject to the post holder having had appropriate training.
• Provide advice to clients as directed by clinical triage protocols and procedures.
• Follow a set process when applying the clinical triage software.
• Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority.
• Ensure patients receive a response intended to reach them in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated. Utilize Computer Aided Dispatch, clinical triage software and Information Communication Technology (ICT), including telephony, data, email, and fax, to achieve effective communication with clients and EOC/operational staff.
• Ensure ICT systems are used appropriately, and report system failures to the Call Handler Team Leader/Duty EOC Officer. In the event of a systems failure all staff are required to initiate appropriate steps in line with standard operating procedures, to support the EOC in maintaining business continuity.