Call Operator

5 months ago

Wolverhampton, United Kingdom The Royal Wolverhampton NHS Trust Full time

We are looking to recruit a Call Operator to work within our Call Handling Centre based at the Science Park who will receive and respond to incoming calls from hospitals, GP’s, health professionals and patients.

You will be expected to promote a professional attitude offering an efficient and confidential service and will be liaising with a wide range of clinical staff over the telephone, face to face and via mail.

You will have excellent communication skills and a flexible approach to working as part of a team focused on ensuring the needs of patients and referrers are met.

The role involves referencing of, a number of electronic systems and you will demonstrate a high level of accuracy and attention to detail to ensure data quality standards are adhered to. Familiarity and experience of windows software packages is essential to the role.

Shifts will be on a rotational basis 24 hours per day, including weekends and bank holidays.

The post holder provides a comprehensive, effective, accurate and timely service to GP’s, hospital staff and other healthcare professionals, patients and their representatives.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We’re passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as“Good”by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.

To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude

Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.

To respond to incoming calls without delay

To receive, respond to and maintain evidence of all enquiries.

To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.

To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.

To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.

To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.

To communicate patient appointments and information in a timely and agreed manner.

To collate and circulate scheduled daily reports and any ad hoc reports as requested.

To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.

To support new staff within the team as part of the induction process.

To provide cover and support to community receptionists including cover of Walk-in Centre reception. (across a number of locations within Wolverhampton)

To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Leader and / or Locality Support Service Manager

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