Calleeast Advisor

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

The role of the Advisor 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.