Overnight Call Handler

Integrated Care System; Stockport; On-site; GBP 15,000 - 23,000; Part time

Job summary

A leading healthcare service in Stockport is looking for a part-time Overnight Call Handler. This role involves managing inbound calls, providing patient reception services, and collaborating with the operational team to ensure efficient service delivery. Ideal candidates will have strong communication skills, a team-oriented mindset, and previous experience in healthcare or call centres.

Benefits

Generous holiday entitlement

Long service enhancements

Purchase additional leave option

Qualifications

• Competent in using Microsoft Office applications and email.
• Previous call centre and/or NHS experience.
• Knowledge of confidentiality and data protection.

Responsibilities

• Handle all incoming calls professionally and record appropriate information.
• Greet patients and visitors at reception.
• Maintain professional levels of contact with all callers.

Skills

Excellent communication skills

Attention to detail

Ability to work as part of a team

Education

Educated to GCSE Standard Maths & English

Tools

Microsoft Office

Adastra

Job description

We have apermanent opportunity for a part time Overnight Call Handler. This is an excitingopportunity for a customer focused individual to join our dynamic Stockportbased operational team who deliver exceptional service to our patients.

We work on a two week rota and have the following set shiftsavailable.

Week 1

Monday 23.00- 08.00

Week 2

Monday 23.00- 08.00

Thursday 23.00-8.00

Friday 23.00- 08.00

Rate of pay £16.07 per hour

You must have right to work in the UK as we are unable to offer graduate or visa sponsorship and no visa extension can be offered for this role.

Main duties of the job

The main responsibilities of the post-holder will beworking on overnight shifts to effectively handle all incoming calls fromdifferent work streams in a professional and polite manner. Call handling willinvolve collecting and recording appropriate information in Adastra.

The post-holder is also required to work on reception,welcoming patients and visitors into our centre. You will undertake other general admin dutiesin line with our policies and procedures and you will work in collaborationwith the other call handlers and Shift Leads to ensure efficient operation ofthe call centre services.

About us

Mastercall Healthcare has over 28 years experience as aninnovative, highly performing, award-winning Social Enterprise organisation.

We are passionate about providing the very best patient careat the very best place for the patient.

Our Social Value ethos commits us to ensuring the very bestuse of the public pound, maximising the return on investment of ourcommissioners, and supporting the NHS deliver affordable, effective, safepatient centred services.

Our purpose is to ensure that we deliver safe, high quality,patient centred services that support people to live and age well. We are hereto support our community and our health and social care partners. We provide arange of highly effective urgent primary care services that support hospitaladmission avoidance and early supported discharge from hospital whereclinically safe and appropriate.

Employee benefits include:

Living Wage Employer

Competitive rates of pay

Generous holiday entitlement, long service enhancements andthe option to purchase additional l eave

Job responsibilities

Systems/General

To be the first point of contact on the overnight for the patient orcarer/relative, establishing the nature of the call, identifying theappropriate assistance required from information given by the caller.

On receipt of the patient call, search computerised patient records,checking patient details and demographics and amending when required, usingeffective questioning skills and respecting patient confidentiality, workingwithin the Caldicott protocol and legislative requirements.

Identify callers requiring immediate emergency response and refer toappropriate clinical guidelines including identifying an LTE (Life ThreateningEmergency) and ambulance requirements.

Ensure accurate and legible documentation at all times - whetherhandwritten or computer produced - relating to patient journeys, cancellations,alterations or amendments to bookings etc

Maintaining professional levels of contact with all callers and employingconflict resolution skills where necessary

Use excellent communication skills when liaising with internal andexternal stakeholders always ensuring a professional approach. Demonstrates Mastercall values to ensureevery call is managed with care, compassion

Greeting patients and visitors at reception, book patients in andmaintain appropriate records.

To be responsible for ensuring the reception area is kept tidy andpresentable at all times.

Escalate concerns to a Shift Lead or member of the clinical team if youhave a concern regarding a patients condition.

Deal with queries regarding prescriptions

The post holder is required to be competent in the use of the telephonesystem and be able to transfer calls internally and to partner organisations.

Organisational/ Policies and Procedures

Work inaccordance with IG principles

To keep upto date of all Mastercall policies and procedures.

To upholdand promote Dignity in Care for colleagues and patients alike

Undertakeany other duties that are within your skills and capabilities

Person Specification

Experience

• Experience in working with the public
• Competent in the use of Microsoft Office applications and email
• Excellent communication skills both written and verbal.
• Displays ability to pay attention to detail and record information accurately
• Ability to meet deadlines, and use initiative
• Previous call centre and/or NHS experience
• Knowledge of Adastra/EMIS computer systems
• Knowledge and awareness of confidentiality and data protection
• Experience of working overnights

Qualifications

• Educated to GCSE Standard Maths & English

General Qualities

• Ability to work as part of a team
• Positive attitude, motivated enthusiastic and displays the Mastercall values