Shropshire Doctors Co-operative Limited ‘Shropdoc’

Call Handler

This job is now closed

Job summary

The Role

Call Handler (to cover absence, sickness)

Reporting to the Call Centre Manager, as a Call Handler you'll join the team working on a rota at our Shrewsbury office, whose focus is to coordinate and facilitate the care of patients being admitted to hospital from Medical Practices and our own Clinicians.

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

Employed on a permanent contract with a minimum of 37.5 hours guaranteed per week, with additional hours often available.
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 £11.01 per hour with a 30% uplift (equating to £14.31 per hour) when working between 8pm and 6am on weekdays and Saturday shifts as well as a 60% uplift (equating to £17.61 per hour) on Sundays and Bank Holidays
Cycle to work scheme

Main duties of the job

You will help achieve this support for Clinicians 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

Our Requirements Call Handler

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, experience gained in either a healthcare setting, call centre or perhaps in a hospitality environment, would be advantageous.

About us

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.

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.

This role has no fixed rota pattern as you will be expected to provide absence cover, with a minimum of two weeks notice. It will involve a mix of in hours, out of hours and occasional overnight shifts over a mix of weekdays, weekends including bank holidays.

Date posted

13 February 2024

Pay scheme

Other

Salary

£11.01 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

E0081-24-0008

Job locations

Unit A

3 Longbow Close

Shrewsbury

Shropshire

SY1 3GZ

Job description

Job responsibilities

JOB SUMMARY

This role is an amalgam of the CCC co-ordinator and Call handling role, therefore the duties will be a composite of these two roles. The two activities will be carried out simultaneously.

You will be supporting a clinically lead team whose main role is to coordinate and facilitate the care of patients being admitted to hospital from their GP surgeries and also act as a single point of contact for GPs accessing emergency secondary care. You will be dealing directly with health care professionals and patients over the phone, via email and electronic fax. You will be responsible for dealing with confidential patient information and ensuring all information entered into our systems is accurate.

You will receive incoming calls promptly and efficiently from Patients, Health Care Professionals and services, processing onto Shropdocs operational and clinical application (internal computerized database) or other as appropriate, in accordance with laid down guidelines, fast tracking to the appropriate health care professional or service. To carry out general administration duties

The role has no fixed pattern as you will be expected to provide absence cover, with a minimum of two weeks notice. It will involve a mix of in-hours and out of hours shifts (including some overnights) and a mix of weekdays, weekends including bank holidays.

KEY TASKS AND RESPONSIBILITIES

1. To receive incoming calls promptly and efficiently from Patients, Health Care professionals and services, process onto Shropdocs operational and clinical application (internal computerised database) or other as appropriate, in accordance with laid down guidelines, fast tracking to the appropriate health care professional or service.

2. To ensure all calls are input into our Clinical software in a precise and timely manner.

3. To arrange and send all the relevant paperwork to healthcare providers in a timely manner.

4. To ensure that all associated administration is completed including scanning/photocopying.

5. To book patient transport using the appropriate service, enabling patients calls with ambulance if emergency transport is required as defined by our 999 trigger list.

6. To support clinicians in liaising with the various medical, social and transport services to ensure the delivery of agreed care.

7. To conference call with healthcare providers where relevant to provide the most appropriate patient care.

8. To ensure that you remain up-to-date and familiar with all non-clinical CCC and Call handling protocols and processes on the Shropdoc Hub, reading regular updates and keeping up to date with Bluestream training modules.

9. To make outbound calls to patients to arrange outpatient appointments.

10. To update information on all of Shropdoc's databases / systems ensuring clear and concise notes are made for handover purposes.

11. Arrange and administrate care plans for patients undergoing long term treatment.

12. To enter appointments in relevant clinics.

13. To receive incoming calls from lone workers, recording information and escalating risks in accordance with laid down guidelines.

14. To search for correct demographics using Summary Care record, verify patients details and update records if required.

15. To ensure that all prescriptions are faxed or emailed to the appropriate chemist, entered on to relevant spreadsheet and filed during shift. Obtaining a clinician signature before faxing.

16. To attend and participate in training and Mandatory Training sessions as directed

17. To attend and participate in Operational Team Meetings.

18 To maintain a constant and continuous interest in Health and Safety matters applicable to Shropdoc activities, and strive to ensure that all staff avoid risks, and discourage irresponsible behaviour. Ensuring that in the event of incident/accident these are reported to the appropriate bodies/personnel and in the appropriate accident books.

19. To actively participate in the training and mentoring of current team and any new members of staff.

20. To be fully aware and able to implement all or any contingency plans as required.

21. To liaise with patients and the wider Primary Health Care Team as required to ensure the efficient management of patient care.

22. To undertake any duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service.

23. To ensure that general housekeeping duties are carried out on each shift.

24. In line with other posts may be subject to change according to service needs, in consultation with the post holder.