Call Handler

5 days ago

Bournemouth, United Kingdom E-zec Medical Transport Services Ltd Full time

E-zec are now looking to recruit a permanent Call Taker, working 40 hours per week to be based in our contact centre in Dorset, for more information please see details below.

**Job Overview**:
Working as a Call Taker you will answer incoming calls from customers, hospitals, G.P surgeries and clinics to take orders for transportation of patients to and from appointments.

You have to record patients' details carefully and accurately. You might be dealing with requests for transport for the same day, the following day or for a few weeks ahead.

**Key Responsibilities and Duties**:
Client

Booking discharges and transfers from hospital, often under time critical circumstances

Booking regular journeys for renal and oncology patients

Contacting service users 24 -48 hrs prior to travel to confirm the journey

Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for All services users

Being aware of safeguarding practises and having the knowledge and skills when to use to assist and support all service users and work colleagues

Being the first point of contact for service users when having questions/enquiries about transport. Being able to answer them or refer them to the alternative appropriate option.

Personal

Comply with health and safety arrangements ensuring that you do not undertake any task or action which would knowingly cause risk to yourself others or the company. This will included dynamic risk assessments. Where reasonably practicable to prevent others from taking such risks.

Identify and report actual or potential hazards/risks in the working environment in accordance with company policy

Maintain confidentiality with regards to payments, budgets and conversations that are held in the head office.

Principal responsibilities

Keep up to date with changes in policies and procedures and to undertake all necessary training.

To support assist and supervise less experience staff when necessary.

Undertake any other duties and responsibilities commensurate with role.

Training

Undertake all training that is required for the role.

Ensure that on-line training is accessed.

Ensure that any training issues are raised to your line manager

Person Specification

**Essential**:
Good basic educational background

GCSE English or equivalent

Customer Service experience

Computer literacy and keyboard skills

Willingness to develop computer skills

Working to deadlines

Good verbal and written communication skills

Ability to prioritise

Able to work independently and as a team member

Flexible approach to working hours

Respect for confidentiality

Ability to deal with sensitive issues appropriately

Enthusiastic and motivated

Punctual & Reliable

Positive attitude

Organised & logical

Diplomatic & Professional

**Desirable**:
ECDL

IT Qualification’s

NVQ Level 2 in Call Handling or Administration

NHS Experience

Knowledge of PAS/EPR

Call Centre or Switchboard experience

Experience of Access Database/Excel spreadsheets

Ability to plan and coordinate work

Innovative

Evidence of interacting with a wide range of people

Good sense of humour

Smart appearance

In return we are offering;
You will receive full training to fulfil the role and uniform

£9.27 per hour including a 30 minute paid break

Auto enrolment into the NEST pension scheme

224 hours of annual leave entitlement

Eligibility for a Blue Light Card

As an equal opportunities employer, E-zec are committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

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