111 Call Handler
4 weeks ago
111 Call HandlernLocation:
WakefieldnHourly Rate:
Pre 12 week - Weekdays £11.44, Evenings and Saturdays £14.07, Sundays,and Bank Holidays £17.61.nPost 12 week - Weekdays £11.62, Evenings and Saturdays £15.72, Sundays and Bank Holidays £19.68.nHours:
24 hours or 30 hours per week - mixed rota pattern covering 24/7, please be aware 70% of the rostered hours will be out of hours (after 8pm and weekends).nLength of the contract:
Temporary to Permanent (12-week probation via agency)nGI Group are seeking to appoint several 111 Call Handlers to our client based in Wakefield. This is an exciting opportunity to join one of Yorkshires most successful Integrated Urgent Care Providers and become a part of a highly skilled and dynamic team with lots of opportunities to train and develop.nAs a 111 Call Handler you will be highly trained to assess and advise patients to provide the best care and outcome - no two calls will be the same. This is an incredibly rewarding role that allows you to really make a difference to patients' lives.nSuccessful candidates will be trained to have the skills to deal with the variety of patient calls in a compassionate, professional way. They will also use their strong customer service skills to deal with complex, sensitive, and sometimes distressing information to ensure the right level of appropriate care for all patients' is provided.nYou do not need any experience in healthcare as full comprehensive training will be provided, however you do need to be dedicated to patient care and be able to work the shift patterns allocated.nMain Duties of the 111 Call Handler:nTo answer inbound calls quickly and efficiently.nTo deliver high quality, safe and clinically effective advice and instruction over the telephone.nTo support patients to manage their own condition at home, where clinically appropriate.nTo liaise effectively between callers and third parties in critical situations.nTo ensure that all patient contact is conducted appropriately with an emphasis on the provision of clear, evidence-based advice and signposting to an appropriate service.nTo use advanced listening, probing and facilitative skills across a wide range of calls, some of which can be challenging due to emotive circumstances.nTo use complex communication skills to negotiate.nTo actively communicate with fellow staff to assist service delivery.nTo meet daily key performance indicators (KPIs) and targets.nTo keep immediate and accurate records of service user enquiries.nRole Criteria:nExcellent telephone manner and strong communication skills.nCustomer service skills and experience.nIT literate with the ability to confidently use a computer and move quickly between applications.nAbility to deal with confidential/sensitive and sometimes distressing information.nAbility to work under pressure to satisfy demand.nAbility to prioritise workload.nMinimum of 3 GCSEs at Grade C or above or equivalent, including English.nActive Team Player.nA valid driving license.nHealth care experience (desirable but not essential)
Hiring Contact: Laura Vieira
Agency: GI Group
If you would like any further information about any vacancies before applying, please feel free to contact
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