Call Centre Operative
5 months ago
**Are you looking for a challenging yet rewarding role as part of a supportive, person-centred organisation? An opportunity to unlock your potential in a fast-growing, and exciting environment?**
**If you are a dynamic, hard-working and flexible professional with excellent communication and administration skills, we’d love to give you the opportunity to impress us with your knowledge, experience and abilities.**
Psychiatry-UK is all about our people and we embrace and celebrate diversity within our workforce.
**The Company**
Psychiatry-UK LLP is the leading provider of online mental health services in the United Kingdom, made up of a large chamber of consultant psychiatrists, prescribers and non-clinical support services, assessing and treating 2000+ patients each month within the NHS and private sector across all age groups.
**Job Summary**
We are seeking highly motivated and committed individuals with a positive mental attitude, who can meet tight deadlines and who are comfortable working in a fast-paced, demanding environment requiring skills of autonomy and initiative.
You will join our busy, virtual Contact Centre and be available to work 32+ hours a week over flexible hours from your secure home office environment using our bespoke patient database.
A high level of emotional intelligence and professionalism are a must.
**Description of Duties & Examples of Activity**
Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
- Handle complex patient needs with empathy and integrity.
- Providing appropriate responses and advice to patients.
- Liaising with the clinical team and other health professionals.
- Ensuring a high level of customer care is always provided.
- Escalating calls when required or in case of emergency e.g. arranging ambulance dispatch or police welfare checks.
- Logging all calls and updating information using our secure, patient database.
- Arranging and scheduling appointments within our bespoke system.
- Act as the point of contact for internal and external clients.
- Provide cover for colleagues when and where necessary.
- Prioritise workload with consideration to issues arising and responding to shifting priorities appropriately.
- Actively participate in regular supervision with the line manager.
- Participate in audits, performance monitoring and meet objectives.
- Completing all mandatory training.
You will be an excellent written and verbal communicator with a high degree of literacy, above-average IT skills, and be conversant with Microsoft Office software, readily adaptable to fast-paced changes in service. You will routinely liaise with patients, psychiatrists, NHS and private organisations and multidisciplinary agencies including GPs, CMHTs and The Police.
Essential previous work experience:
- working in a mental health service
- call centre/contact centre
Experience of working for the NHS or private medical services would be a distinct advantage.
**Other Information**
The role is home-based but you may be required to attend various meeting locations occasionally.
This is a temporary employed position on a fixed-term basis for twelve months. The possibility of the contract being renewed will be based on the needs of the business at the time as well as the post holder's performance and attendance.
We will provide a comprehensive training package to equip you with the knowledge and skills to be able to succeed in this role, as well as ongoing peer support and regular on to ones. You will also have access to further training and learning resources to support your continued personal development.
IT equipment will be provided.
**You will need a fast, reliable, private internet connection to work with Psychiatry-UK, at least 15Mbps**
Hours of work are 8-hour shifts between core business hours of 8am - 8pm weekdays and 9am - 5pm occasional weekends on a shift rota basis.
There is an additional work-from-home bonus offered of £1000 pa pro-rata.
This role is initially a 12-month fixed term contract with potential to be extended or made permanent, dependant on performance, attendance and the requirements of the business.
**Confidentiality**
The post holder must ensure that personal information is accurate, up to date, always kept secure and confidential in compliance with relevant legislation and the common law duty of confidentiality. The post holder must follow record-keeping guidelines to ensure compliance with the Freedom of Information Act.
**Valuing Diversity & Human Rights**
No person should receive less favourable treatment on the grounds of sex, sexual orientation, marital/partnership status, race, religion, age, creed, colour, ethnic origin, disability, part-time working status and real or suspected HIV/AIDS status and must not be placed at a disadvantage by conditions or requirements which
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