Call Centre Advisor

6 months ago

Leeds, United Kingdom EMED Group Full time

We have a fantastic opportunity for a contact centre advisor and controller to join our out of hours team based in Leeds (LS10 1AD)

The Out of Hours Call Centre provides Call and Control support for multiple contact centres and contracts within the business covering non-emergency patient transport, Secure Mental Health transport and Medical Courier services.

As a member of the Out of Hours Team, the Contact Centre Agent and Controller will provide a friendly, efficient, and health care professional focused booking service for non-emergency patient transport along with a specialist booking service for Mental Health Patients, with specific priory to the contract you are dedicated to in hours dependant on shift.

This role is working 4 on, 4 off on a 5-week rolling rota consisting of 3 sets of day shifts followed by 2 sets of night shifts. The shift times are as follows - 07:00-19:00, 08:00-20:00 and 19:00-07:00, 20:00-08:00.

**Role Responsibilities**
- Responsible for tasking appropriate resources to meet patient and contractual obligations in addition to established performance targets.
- Take control and handover from dispatch at contract defined times and manage the efficient dispatch of all contracts.
- Take bookings from patients, hospitals, and GPs as appropriate. Use the phonetic alphabet to confirm details and ensure correct and accurate capture of data.
- Ensure appropriate liaison with other agencies such as GPs, Nursing Homes.
- Ensure risk management is applied to all journeys to ensure the safety of the crew and patients, especially on specialist transfers that require specifically qualified crew and vehicles.
- Provide information on prices for ad-hoc journeys to clinics, GPs surgeries, out of area journeys, and private individuals, ensuring confirmation is gained from the bill payer prior to confirmation of the booking.
- Deal promptly, professionally, and efficiently with all telephone calls received taking appropriate action on own initiative where required.
- Carry out general administrative duties as directed.
- Display a high level of Customer Care when dealing with hospitals, patients, and relatives.
- Ensure compliance with patient care and safety protocols and guidelines.
- Ensure incidents and near misses are reported promptly in accordance with the business's risk management procedures.

**Some of the benefits you can expect**:

- Full training to fulfil the role
- Paid Holiday
- Auto enrolment into the NEST Pension scheme
- Wage Stream
- Free Uniform
- Discounted High Street benefits (including access to a Blue Light Card)
- Access to our employee assistance programmes for wellbeing support
- Permanent contract on a 4 on 4 off shift pattern
- Night shift enhancement (will be discussed at interview)

**About Us**

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots. Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

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