Call Handler - Relief

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.

3. 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 Shropdocs 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.

Person Specification

Skills/Abilities

Essential

• Excellent communication and interpersonal skills
• Ability to manage high volumes of workload
• Ability to deal sensitively with confidential information with complete discretion and integrity
• Strong customer service skills
• Excellent keyboard skills

Desirable

• Previous experience in a similar role or environment

Qualifications

Essential

• Good standard of education (e.g. 5 GCSEs or equivalent including Maths and English)
• ECDL or equivalent experience

Desirable

• Further education

Experience

Essential

• Experience of working with patients or the public
• Good verbal skills

Desirable

• Previous experience in a similar role or environment

Other Attributes and general requirements

Essential

• Empathetic, self-starter, proactive, calm, strong work ethic, thorough and organized.
• Commitment to promoting high standards in patient care
• Enthusiastic and self-motivated
• Confident
• Willingness to accept responsibility
• Demonstrate initiative in handling unforeseen events
• Enthusiastic and self-motivated
• Team Player
• Creative approach to problem solving
• Flexible towards new working practices
• Ability to work unsocial and irregular hours including Bank holidays
• Flexibility to cover sickness and holidays of other team members
• Able to work as part of a team
• Flexible in approach to new development and changing needs of the Service
• Ability to attend work on a regular basis and meet the requirements of the role with any reasonable adjustments which have been notified and arrangements made under the Equality Act
• Maintaining a professional image at all times

Desirable

• Understanding of and demonstrable commitment to equality and diversity in employment and service delivery
• Demonstrate initiative in handling unforeseen events

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

Shropshire Doctors Co-operative Limited ‘Shropdoc’

Address

Unit A

3 Longbow Close

Shrewsbury

Shropshire

SY1 3GZ

Employer's website

https://shropdoc.org.uk (Opens in a new tab)