Calleeast Advisor
5 months ago
Do you have strong customer service skills and want to work in a fun and friendly environment?
We're looking for a full-time Call Advisor to join our team We offer contact centre services to both private and public sector organisations, such as Bespoke Inbound Call Handling, Patient Transport Eligibility Screening, Virtual Receptionists and more.
All our profits are reinvested into the East of England Ambulance Service NHS Trust so you can come to work knowing what you're doing is supporting NHS innovations and frontline services.
Please note that this is NOT a position within our 999 provision - CallEEAST is a separate department
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 other Service Providers, as appropriate. The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations.
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 as well as some evenings (shifts are on a rotational pattern)
**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.
Please see Job Description for full details of the role.
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Calleeast Advisor
6 months ago
Norwich, United Kingdom East of England Ambulance Service Trust Full timeWe are after a dynamic, fun, hardworking individuals to join our team within the AOC Contact Centre in Norwich, as a CALLEEAST Advisor 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...
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Calleeast Advisor
5 months ago
Norwich, United Kingdom East of England Ambulance Service Trust Full timeWe are after a dynamic, fun, hardworking individuals to join our team within the AOC Contact Centre in Norwich, as a CALLEEAST Call Handler part time (19.5 hr per week) 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...
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Calleeast Advisor
6 months ago
Norwich, United Kingdom East of England Ambulance Service Trust Full timeWe are after a dynamic, fun, hardworking individuals to join our team within the AOC Contact Centre in Norwich, as a CALLEEAST Call Handler 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....
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Calleeast Advisor
6 months ago
Norwich, United Kingdom East of England Ambulance Service Trust Full timeDo you have strong customer service skills and want to work in a fun and friendly environment? We're looking for a full-time Call Advisor to join our team! We offer contact centre services to both private and public sector organisations, such as Bespoke Inbound Call Handling, Patient Transport Eligibility Screening, Virtual Receptionists and more. All our...
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Calleeast Advisor
5 months ago
Norwich, United Kingdom East of England Ambulance Service Trust Full timeWe are after a dynamic, fun, hardworking individuals to join our team within the Contact Centre in Norwich, as aCALLEEAST Call Handler 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...
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Calleeast Advisor
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Norwich, United Kingdom East of England Ambulance Service Trust Full timeWe 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...
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Calleeast Advisor
7 months ago
Norwich, United Kingdom East of England Ambulance Service Full timeBe 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...
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Calleeast Advisor
7 months ago
Norwich, United Kingdom East of England Ambulance Service Full timePlease see Job Description for full details of the role.
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Calleeast Advisor
7 months ago
Norwich, United Kingdom East of England Ambulance Service Trust Full timeDo you have strong customer service skills and want to work in a fun and friendly environment? We're looking for a full-time Call Advisor to join our team! We offer contact centre services to both private and public sector organisations, such as Bespoke Inbound Call Handling, Patient Transport Eligibility Screening, Virtual Receptionists and more. All our...
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Calleeast Advisor
7 months ago
Norwich, United Kingdom East of England Ambulance Service Full timeTo 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...
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CallEEAST Advisor
6 months ago
Norwich, United Kingdom East of England Ambulance Service Full timeGreat healthcare requires great people. That’s why we are doing everything we can to recruit committed, skilled people – and to make sure we support our new and existing employees, so they choose to stay with us. #WeAreEEAST We encourage you to ensure that your application relates to the Person Specification (provided as part of the Job Description or...
