Contact Centre Agent

Job description

Job responsibilities

Job Title: Contact Centre Agent

Team: Contact Centre

Base Location: Unit 2, Bradley

Line Manager: Contact Centre Ops Team Manager

Staff Group: Non Clinical Contact Centre

DBS Level Check: Basic Check

Job Purpose:

To support the safe and effective flow of patients within the Contact Centre Operations.

To be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations.

They will be a key member of the Contact Centre team and will contribute to the delivery of a quality service and the maintenance of quality standards.

KEY PRINCIPLES

1. To make and receive telephone calls in a polite and professional manner in keeping with the image of Local Care Direct.
2. To deal with the callers query, to include transferring to another department or manager if necessary.
3. To comfort call patients to support safe management of queues.
4. Ensuring that polices and protocols are carried out as set down by LCD.
5. To liaise with and book patients into Local Care Directs Primary Care and OOH Centres via system one, using appointment diaries across West Yorkshire.
6. Any other administration/computer work relevant to the operational running of the Service.
7. To be an active member of the Contact Centre Team, assisting in the provision and maintenance of the quality, standards and professional image of the service.
8. To maintain confidentiality of information given.
9. To be flexible in working arrangements in order to meet the needs of the service.
10. To be flexible to changes in service needs and undertake additional training as and when necessary.

COMMUNICATIONS & RELATIONSHIPS

Communicate effectively with patients, colleagues, Doctors, Nurses, Managers, Ambulance Control staff and other Health Care Professionals to ensure calls are dealt with, with the necessary level of urgency, within an appropriate time scale.

PATIENT CARE

To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.

To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.

CONFIDENTIALITY

To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.

TRAINING

To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.

INFECTION PREVENTION AND CONTROL

Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.

SAFEGUARDING

Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

Person Specification

Qualifications

Essential

• Level 2 English & Maths (GCSE Grade C / 4 or equivalent)

Personal Attributes

Essential

• Ability to attend work regularly out of hours
• Flexible and adaptable to change
• Approachable & positive
• Ability to work alone and also as part of a team

Desirable

• Stays calm under-pressure

Experience

Essential

• Experience of working in a busy, telephone based environment. Experience of dealing with confidential information and record keeping.

Desirable

• Working in a 24/7 environment.
• Working in an environment where safeguarding is important.
• Working in a health related environment

Skills

Essential

• Highly developed communication skills verbal, written and telephone. Ability to understand the need for, and to follow, systems and processes. Good computer skills.
• High levels of accuracy, attention to detail and time management skills. Ability to problem solve and deal with challenging situations.

Desirable

• Health and safety principles.
• Recognise and suggest areas for service improvement.

Knowledge

Essential

• Fluent in English language
• Good knowledge of Microsoft Office

Desirable

• Safeguarding
• Conflict resolution strategies
• Knowledge of SystmOne.
• Local Care Direct Services

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Local Care Direct

Address

Local Care Direct

Longbow Close

Bradley

Huddersfield

HD2 1GQ

Employer's website

https://www.localcaredirect.org/ (Opens in a new tab)