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 £12.60 to £14.83 depending on shift
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
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 has over 28 years experience as an
innovative, highly performing, award-winning Social Enterprise 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 pound, maximising the return on investment of our
commissioners, and supporting the NHS deliver affordable, effective, safe
patient 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 here
to support our community and our health and social care partners. We provide a
range of highly effective urgent primary care services that support hospital
admission avoidance and early supported discharge from hospital where
clinically safe and appropriate.
Employee benefits include:
Living Wage Employer
NHS Pension Scheme
NHS Blue light card/Discount scheme
Flexible working
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and
the option to purchase additional l eave
Wellbeing schemes
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
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
Qualifications
Essential
- Educated to GCSE Standard Maths & English
General Qualities
Essential
- Motivated and a team player
- Positive attitude
- Strong problem solving skills
- Reliable and responsible
Person Specification
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
Qualifications
Essential
- Educated to GCSE Standard Maths & English
General Qualities
Essential
- Motivated and a team player
- Positive attitude
- Strong problem solving skills
- Reliable and responsible
