Customer Support

Total Assist; Broadland; On-site; GBP 25,000 - 30,000; Full time

Job summary

An emergency call center team in the United Kingdom is seeking a Call Handler to be the first point of contact for telephone callers. You will prioritize emergency calls, ensure accurate call handling, and utilize clinical triage software. The ideal candidate has strong communication skills and the ability to work in a fast-paced, high-stress environment. This role involves working rotating shifts and may include handling calls for different emergency operations centers as needed.

Qualifications

• Experience or ability to work in a fast-paced, high-stress telephone environment is implied by the duties described.
• Ability to follow clinical triage protocols and use clinical triage software and Computer Aided Dispatch systems.
• Ability to communicate effectively with a range of professionals and the general public, and to adapt communication to different needs and situations.

Responsibilities

• Respond to all incoming telephone calls, prioritizing emergency calls.
• Ensure timely and accurate answering of requests for emergency resources.
• Provide advice to clients as directed by clinical triage protocols.

Skills

Effective communication skills

Ability to work in a high-stress environment

Adaptability in communication

Tools

Computer Aided Dispatch

Clinical triage software

Information Communication Technology (ICT)

Job description

Overview

The role forms part of a team of Call Handlers who will 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.

Responsibilities

• 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.
• Where 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. This will involve following 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.
• This is the means of ensuring that 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.
• Utilise 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 systems failures to the Call Handler Team Leader/Duty EOC Officer. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the EOC in maintaining business continuity.
• 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.

Qualifications

• Experience or ability to work in a fast-paced, high-stress telephone environment is implied by the duties described.
• Ability to follow clinical triage protocols and use clinical triage software and Computer Aided Dispatch systems.
• Ability to communicate effectively with a range of professionals and the general public, and to adapt communication to different needs and situations.