Relief Call Handler

2 days ago

Shrewsbury, United Kingdom Shropshire Doctors Co-Operative Limited (Shropdoc) Full time

**Call Handler - **_Permanent position, minimum of _37.5 hours guaranteed per week._

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.

**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 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
- Accurately entering patient data into our systems
- Providing administrative support to colleagues and clinicians

**The Package**

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.

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

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.

**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.

**How to Apply**

Application deadline: 17/03/2024

**Salary**: £11.01 per hour

Expected hours: 37.5 per week

**Benefits**:

- Casual dress
- Cycle to work scheme
- Free parking

Work Location: In person

Application deadline: 17/03/2024

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