Calleast Advisor

RSR are currently recruiting for** CallEast Advisor**

The role of the Call Handler will be to answer operational calls that come into the contact centre. The call handler will provide accurate assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with otherService providers, as appropriate.

The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations. The call centre has a 24 hour function and it is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.

The Commercial Services Contact Centre provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line, Message handling for Community Nursing and Midwifery Services.

**Location**:Norwich

**Contract**: 3 months

**Work hours**: Full time - Shifts

**Salary**: £11.45 PAYE per hour - £13.96 Umbrella per hour

**Vacancies**:2

**Main duties and responsibilities**
- Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Receive and record telephone calls from a range of people/personnel including hospital staff; other Health Service professionals and other Emergency Services. This will also cover other clients and contracts that the contact centre handles
- Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the Contact Centre in maintaining business continuity.
- To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate. To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.
- To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
- Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
- Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel. Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
- To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.
- To provide the caller with pre-arrival instructions, utilising and complying with, clinical triage protocols. Dealing with distressed patients and relatives, including traumatic situations such as death. Receive record or pass information from callers booking members of staff absent from work and returning fit for duty.
- To promote and enhance the image of the Trust at all times in accordance with Trust policies and procedures, promoting good relations with the public, patients and other health care professionals through effective communication skills.
- During frequent intense periods of demand, prioritise tasks and undertake numerous tasks simultaneously, to ensure effective service delivery. To ensure high priority is given to the safety and well-being of all staff during the course of their duties, and to ensure appropriate action is taken. Report any incidents of concern to the Contact Centre Supervisor.
- Promptly refer any issues/concerns outside the scope of the post holder’s responsibilities to the Contact Centre Supervisor. Working knowledge of the Trust’s Major Incident Procedures, Trust’s Policy and Procedures and the relevant Contact Centre procedural documents.
- Undertake professional development plans and/or appraisals in order facilitate Continuous Dispatch Education to maintain the Medical Priority Dispatch qualification. To undertake and participate with any training required for the post holder to fully carry out their duties, including mandatory updates/refresher training. This includes mandatory practical CPR training and examination. Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act and Trust Caldicott Guardianship principles.
- The Call Handler is responsible for the guidance, support and supervision of new staff during their t