Job summary
We have an exciting
opportunity for customer focused individuals to join our dynamic Stockport
based operational team who deliver an exceptional service to our patients. As a
Dental Call Handler, you will be the first point of contact for patients,
patient relatives/ carers and health care professionals accessing our two
dental Services GM and CWWM which covers the locality areas form Greater
Manchester to Cheshire, Wirral, Warrington and Merseyside.
We have permanent
part-time opportunities offering 10 to 20 hours per week. Typical shift
patterns will include 08:00-13:00, 13:00-18:00, 18:00-22:00 across 7 days. You
will be required to work a weekend shift, but this can be alternate weeks, overtime
opportunities are always available. Rate of pay £12.00 to £14.40 depending on shift
Main duties of the job
As a Call Handler
for Mastercall Healthcare Dental Services you will be the first point of
contact for healthcare professionals, patients or patient relatives/carers
accessing our services.
About us
Mastercall Healthcare is an award-winning social enterprise
organisation providing NHS services accredited by the Social Enterprise Mark.
With 28 years as an innovative, highly performing organisation we are
passionate about providing the very best patient care at the very best place
for the patient.
Our Social Value ethos commits us to ensuring the very best
use of the public purse, maximising the return on investment of our
commissioners, and supporting the NHS deliver affordable, effective, safe
patient centred services.
Our Organisational Development Enabler Strategy will
support Mastercalls ambition of being the local employer of choice. We will
ensure that our staff are respected, supported and developed to achieve their
optimum potential which, in turn, will ensure our standing as a high quality,
safe provider of innovative urgent and primary care services and provide them
with a great place to work.
Employee benefits include:
Living wage employer
NHS pension scheme
Employee Assistance programme Sage Benefits
Wage stream
NHS blue light card/ discount schemes
Flexible and homeworking
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and
with option to purchase additional leave.
Wellbeing schemes and more ...
Job description
Job responsibilities
Duties and
Responsibilities
This non-exclusive
list of duties, which follows, represents the range of tasks which may be
required to be undertaken routinely or periodically.
The role will
involve:
Acting as the first
point of contact for the patients, healthcare professionals and patient
relatives/carers accessing the services.
Collecting and
recording confidential patient information using the computerised system.
Using effective
questioning skills to establish the nature of the call.
Using knowledge
gained from our bespoke training to prioritise patient calls according to their
clinical needs including identifying callers requiring an immediate emergency
response.
Booking and
confirming patient appointments.
Passing calls to
relevant external agencies in accordance with internal processes.
Identifying patients who
require support through language/text type services
Dealing with sensitive
calls in a calm and empathetic manner.
Competently using of the
telephone system to receive and transfer calls internally and to partner
organisations.
Working in accordance with
IG principles and within the Caldicott protocol and legislative requirements.
Maintaining an up to date of all Mastercall
policies and procedures.
Upholding and promoting Dignity in Care for
colleagues and patients alike
Undertaking any other duties that are within
your skills and capabilities
Job description
Job responsibilities
Duties and
Responsibilities
This non-exclusive
list of duties, which follows, represents the range of tasks which may be
required to be undertaken routinely or periodically.
The role will
involve:
Acting as the first
point of contact for the patients, healthcare professionals and patient
relatives/carers accessing the services.
Collecting and
recording confidential patient information using the computerised system.
Using effective
questioning skills to establish the nature of the call.
Using knowledge
gained from our bespoke training to prioritise patient calls according to their
clinical needs including identifying callers requiring an immediate emergency
response.
Booking and
confirming patient appointments.
Passing calls to
relevant external agencies in accordance with internal processes.
Identifying patients who
require support through language/text type services
Dealing with sensitive
calls in a calm and empathetic manner.
Competently using of the
telephone system to receive and transfer calls internally and to partner
organisations.
Working in accordance with
IG principles and within the Caldicott protocol and legislative requirements.
Maintaining an up to date of all Mastercall
policies and procedures.
Upholding and promoting Dignity in Care for
colleagues and patients alike
Undertaking any other duties that are within
your skills and capabilities
Person Specification
General Qualities
Essential
- Motivated and a team player
- Positive attitude
- Strong problem solving skills
- Reliable and responsible
Qualifications
Essential
- Educated to GCSE Standard Maths & English
Experience
Essential
- Previous customer service experience
- Experience in working with the general public
- Fluent in the use of Microsoft Office and email
- Excellent communication skills both written and verbal.
Desirable
- Previous call centre and/or NHS experience
- Knowledge of Adastra/EMIS computer systems
Person Specification
General Qualities
Essential
- Motivated and a team player
- Positive attitude
- Strong problem solving skills
- Reliable and responsible
Qualifications
Essential
- Educated to GCSE Standard Maths & English
Experience
Essential
- Previous customer service experience
- Experience in working with the general public
- Fluent in the use of Microsoft Office and email
- Excellent communication skills both written and verbal.
Desirable
- Previous call centre and/or NHS experience
- Knowledge of Adastra/EMIS computer systems
