Calleeast Advisor

We are after a dynamic, fun, hardworking individuals to join our team within the CALLEEAST Call Handler & Dispatcher on our Virtual Wards Contract.

CallEEAST 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.

Please note that although we are part of the Ambulance Service, this position is NOT for a 999 Call Handler.

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.

Virtual wards (also known as hospital at home) allow patients to get the care they need at home safely and conveniently, rather than being in hospital. The NHS is increasingly introducing virtual wards to support people at the place they call home, including care homes.

Just as in hospital, people on a virtual ward are cared for by a multidisciplinary team who can provide a range of tests and treatments. This could include blood tests, prescribing medication or administering fluids through an intravenous drip.

Patients are reviewed daily by the clinical team and the ‘ward round’ may involve a home visit or take place through video technology. Many virtual wards use technology like apps, wearables and other medical devices enabling clinical staff to easily check in and monitor the person’s recovery.

This role will entail monitoring the Virtual Wards software, contacting and triaging patients, escalating medical concerns and liaising with the day Virtual Ward Team (as well as other responsibilities).

It is a requirement of the job that staff will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.

This role is overnight ONLY - Shifts are on a rotational pattern and run from 8pm to 8am.

**Other duties/responsibilities include**:
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.