Call Handler - Relief

Call Handler – Relief

This is a permanent position working a minimum of 20 hours per week

The closing date for applications is 30th November 2024.

 

Shropdoc is a not-for-profit company established in 1996. We provide 24/7 urgent primary care services for patients across Powys, Shropshire, Telford and Wrekin. This includes out of hours GP services, care coordination, single point of access in Shropshire, and an oncology advice line. Our Primary Care Centres offer support to patients who have pre-booked appointment times to avoid unnecessary waiting, and are mostly located within hospitals around the Shropshire, Telford and Wrekin, and Powys areas.

 

The Role – Call Handler (Relief) 

Reporting to the Call Centre Manager, as a Relief - Call Handler, you’ll join the team working in our Care Co-ordination Centre at our Shrewsbury office. Your focus will be to coordinate and facilitate the care of patients being admitted to hospital from Medical Practices and our own Clinicians. You will help achieve this by:

• Acting as a single point of contact for Clinicians accessing emergency secondary care
• Making outbound calls and handling incoming calls from patients, health care professionals and services, fast tracking to the appropriate health care professionals or services
• Arranging outpatient appointments and hospital admissions
• Working directly with health care professionals and patients over the phone, via email and electronic fax
• Accurately entering patient data into our systems
• Providing administrative support to colleagues and clinicians

 

The Package

We care about our team of over 200 colleagues. We strive to provide quality patient care, a working community with integrity and kindness, and are committed to continually developing our staff. Our vision and values of Community, Quality, Kindness, Integrity, and Development are at the heart of all that we do, enabling us to achieve the best outcomes for patients and for our colleagues.

 

You will be provided with full training, and will benefit from:

• Employed on a permanent contract working a minimum of 20 hours per week
• NHS pension scheme
• Paycare healthcare benefits for all staff and dependants
• Access to national discounts including the Blue Light Card and Health Service Discounts
• Career development opportunities
• 25 days annual leave plus bank holidays pro rata, rising to 27 days pro rata after 5 years’ service, and 29 days pro rata after 10 years.
• Company sick pay 

• Pay rate of £12.09 ph with a 30% uplift 8pm - 6am Weekdays and Saturday shifts and 60% uplift Sundays and Bank Holidays
• Cycle to work scheme.

This is a flexible role with no fixed rota as you will provide cover for staff absence (mainly annual leave).

Rota’s are set 2 weeks in advance and you will be expected to cover shifts on Weekdays, Bank Holidays and occasional overnight shifts.

Our Requirements – Call Handler (Relief)

• Proven call handling or phone-based customer service experience
• An excellent telephone manner, with strong communication and interpersonal skills
• Discretion and integrity with the ability to handle confidential information.
• Good standard of computer literacy
• Ability to prioritise and work on your own initiative, and as part of a team.
• Flexible, reliable, self-motivated, and resourceful

Although not essential, previous experience in a similar role within a healthcare environment, call centre or similar would be an advantage but is not essential as full training will be provided.

 

How to Apply

For your application to be considered, please submit your CV and a covering letter outlining how you meet the requirements of the Job Description and Person Specification for this role to human.resources@shropdoc.nhs.uk.  For details of the Job Description and Person Specification, please follow the link below entitled ‘Download Full Description’. Your CV must include qualifications and employment history up to 5 years to be considered. 

Shropdoc is passionate about inclusion and diversity, welcoming applications from individuals of diverse backgrounds.

Shortlisting of applications and interviews for this role will take place while the advert is live; the advert will close once the successful candidate is found. Candidates are therefore encouraged to submit CVs as soon as possible. 

We are unable to respond to all applications, so if you have not had a response from us by the time the job advert closes, please assume you have been unsuccessful and we wish you well in your continued job search.

Closing date for this vacancy is 30th November 2024.