Help Desk Operator
3 days ago
**Contact Centre and Facilities Help Desk Operator**
**Job Summary**
The post will support a combined team focussing on responding to calls into the Trust from groups including service users/carers/stakeholders/staff/visitors/GPs etc. The post-holder responsibilities include:
- triage all patient calls coming into the Trust
- rescheduling service user appointments at the request of the service user or on behalf of the Trust
- acting as a point of entry for GP queries.
- Support staff with low level IT enquiries
- Support staff in logging requests for Facilities on the MICAD portal
**Location**: South West London
**Job Type**: Temporary
**Duration of booking**: Expected to last 2-3 months with possible extension
**Proposed start date**: ASAP
**Pay Rates**:£12.50 per hour Umbrella or £11 per hour PAYE inclusive of holiday
**Hours / Working Days**:37.5 hours per week / Monday to Friday, 9am - 5pm
**Sector**: Healthcare
**Based**:Office / Hospital
**Skills Knowledge and Experience**
- Front line customer service experience
- Use of databases, inputting data and reference
- To be conversant in operating IT systems
- Increased organisational skills and ability to prioritise
- Excellent communication and interpersonal skills
- Knowledge of our business and how it supports patient care
- Confident telephone manner
- Ability to liaise with professional staff at all levels and external agencies
- Ability to show initiative, sensitivity, diplomacy and understanding
- Working knowledge of confidentiality issues
- Ability to resolve and escalate
**Key Result Areas**
**Administrative**
- To be responsible for ensuring the data on the required electronic patient care record or Local Authority systems, if required, is accurate and up to date. To address and alert teams to errors and problems as they arise.
- To ensure that all callers are welcomed in in a courteous and efficient manner.
- To ensure that all telephone enquiries to teams are handled politely and sympathetically, ensuring that all messages are passed on to the appropriate person in a timely and accurate manner which may often involve dealing with difficult and distressed patientson the phone
- To demonstrate initiative, diplomacy and tact when dealing with urgent service user calls to the team (often at a point of crisis from other professionals)
- To maintain the need for confidentiality of service users and professional information
- To implement Trust and team policies/procedures and propose changes to practices if necessary.
- Use a range of software packages to log, maintain and update requests/issues and updates.
**Telephony**
- Be trained in customer care and brief interventions and be able to direct client calls to the duty teams, A&E and related services where necessary.
- Be trained in the operation of the MICAD Facilities portal.
- Be trained in providing staff with low level IT support.
- Support the IT Service Desk in instances of high demand.
- Ensure that calls are answered promptly, meeting the service SLA.
- Be trained to use the NetCall Telephony system and follow the guidelines on using busy codes.
- Seek advice and support with regard to escalating concerns about an individual user. To be conversant with and follow the Trust’s procedures in respect of Emergency 4333, Fire, Major Incidents and Alarms.
- To be familiar with all duty lists for 'on-call’ staff.
- To be responsible for operating the internal and external paging systems.
- To be aware of the geographical locations throughout the Trust
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