Call Handler

5 months ago

Shrewsbury, United Kingdom EMED Group Full time

We have a fantastic opportunity for bank Call Handlers to join our team based in Shrewsbury.

Bank positions are zero hour contracts which gives you flexibility to support the needs of the service based on your availability.

**The role**

As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone call.

You’ll work in our contact centre, as part of a wider team, answering incoming enquiry calls from patients as well as healthcare providers such as hospitals, clinics and GP surgeries to arrange non-emergency patient transport. This is an essential service EMED supports the NHS with and includes journeys from a patient’s home to medical appointments and patient transfers between hospitals and healthcare settings.

Using our in-house IT systems, you’ll carry out screening as part of the eligibility criteria prior to booking transport. You’ll record patient details carefully and accurately, taking their individual circumstances and needs into consideration. You may be dealing with requests for same day transport or a future date. You’ll need good listening and communication skills to talk to people from different backgrounds and know how to show consideration, empathy and respect for patients. You’ll need good planning and organisational skills, as you’ll also be responsible for confirming patient journeys, by making outgoing calls to service users before their booked journey takes place.

From time to time, a patient may not be eligible for the patient transport service, so you may have to deliver a more difficult message and direct them to other more suitable transport options. Being used to handling those types of situations and working in a calm and professional manner is essential.

**Key Responsibilities**
- 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 of when to use these skills to assist and support all service users and work colleagues
- Being the first point of contact for service users for questions or enquiries about patient transport.
- Being able to transfer or refer callers to an alternative appropriate option, if you’re not able to answer or help directly.
- Keep up to date with changes in policies and procedures.
- Undertake all necessary training.
- To support, assist and supervise less experienced staff when necessary.
- Undertake any other duties and responsibilities related to this role.

**Must have skills and experience**
- Good standard of literacy, numeracy, and IT skills
- Customer service experience preferably obtained in a call centre/phone based role
- Willingness to develop existing skills
- Ability to work to deadlines
- Good verbal and written communication skills
- Organised and logical
- Ability to prioritise workload
- Able to work as part of a team as well as independently
- Flexible approach to working hours
- Respect for confidentiality and the ability to handle sensitive issues appropriately
- Enthusiastic and motivated
- Punctual and reliable
- Ability to display a positive attitude
- Diplomatic and professional

**About Us**

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots. Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom Absolute Personnel Full time

    **Call Handler** **Shrewsbury** **£12.70 per hour** **Full time, Monday to Friday.** **Office based.** My client in Shrewsbury requires a Call Handler. The post holder is accountable to the Senior Social Worker you will be the main point of contact following First Point of Contact (FPOC) for public and agency contact regarding concerns about the...

  • Call Handler

    5 months ago

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

    **E-zec are looking for full time call handlers to join their team in Shrewsbury.** **We have two shift patterns available -** - ** Monday to Friday with occasional weekend working**: - ** 4 on, 4 off (12 hour days)** **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their...

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for full-time Call Handlers to join our team based in Shrewsbury. **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone call. You’ll work in our contact centre, as part of a wider team, answering incoming enquiry calls...

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for Call Handlers to join our team based in Shrewsbury. This is a full time role working Monday to Friday covering various shifts between 08.00 and 20.00. Part time will also be considered. The role As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their...

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for full time Call Handlers to join our team based in Shrewsbury. We have three shift patterns available - Monday to Friday - 1000 - 1800 - 1300 - 2100 - 1400 - 2200 **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone...

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for full-time Call Handlers to join our team based in Shrewsbury. This role is working full time Monday to Friday - various hours available which will be discussed at interview. **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very...

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for full time Call Handlers to join our team based in Shrewsbury. We have two shift patterns available - 12 hour shifts - 4 on, 4 off - Monday to Friday - 1400-2200 **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone...

  • Call Handler

    6 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for full-time Call Handlers to join our team based in Shrewsbury. **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone call. You’ll work in our contact centre, as part of a wider team, answering incoming enquiry calls...

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for bank Call Handlers to join our team based in Shrewsbury. Bank positions are zero hour contracts which gives you flexibility to support the needs of the service based on your availability. **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from...

  • Internal Mpft Applicants Only Call Handler Team

    5 months ago

    Shrewsbury, United Kingdom Midlands Partnership University NHS Foundation Trust Full time

    We are looking for a highly motivated, capable and proactive individual to develop and lead the Mental Health Call Handler (Access) services in Shropshire, Telford & Wrekin. The post holder will be responsible for the day to day operational management of our centralised call handling team which includes supporting staff development, HR issues, recruitment,...

  • Call Handler

    5 months ago

    Shrewsbury, United Kingdom Severn Fields Medical Practice Full time

    **JOB TITLE: CALL HANDLER / RECEPTIONIST** **REPORTS TO: PRACTICE MANAGER** **Job Summary**: Direct, receive, and assist patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide appropriate assistance to the Practice team, encompassing a wide range of duties to facilitate the smooth...

  • Access Pathway Call Handler

    5 months ago

    Shrewsbury, United Kingdom Midlands Partnership NHS Foundation Trust Full time

    KEY RESPONSIBILITIES Main duties and responsibilities Administrative To be responsible for receiving and processing referrals into the team in accordance with Trust guidelines ensuring efficient and accurate inputting onto Rio and checking other data bases for information. To deal with incoming correspondence for Access by opening, sorting post, prioritising...

  • Access Pathway Call Handler

    6 months ago

    Shrewsbury, United Kingdom Midlands Partnership University NHS Foundation Trust Full time

    Previous applicants need not apply A challenging and rewarding opportunity has arisen with the Shropshire Access Team as we recruit Call Handlers to our expanding Service. We provide an all age 24/7 Mental Health Helpline along with acting as a Single Point of Referral for any person of any age within the Shropshire/Telford and Wrekin area, who wishes to...

  • Nhs Prescription Ordering Direct

    5 months ago

    Shrewsbury, United Kingdom NHS Shropshire, Telford and Wrekin Integrated Care Board Full time

    The post holder must have GCSE grade C or above in English and Maths (or equivalent experience) and previous customer service experience. The post holder must have excellent communication skills and the ability to work independently as well as within a team. Good IT skills and competency in typing/word processing are necessary, a working knowledge of GP...

  • Call Handler

    1 month ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for Call Handlers to join our team based in Shrewsbury. We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service. The shift pattern for this role is 4 on 4 off, 10.00 to 22.00. Please only apply if you can commit to this shift pattern. Some of the...

  • New Business Account Handler

    1 month ago

    Shrewsbury, United Kingdom CV-Library Full time

    Job Description – New Business Account Handler Salary: up to £45,000 (DOE) OTE of £60,000. Location: Shrewsbury but would consider an experienced Account Handler anywhere in the UK. Additional Pay: Strong additional commission for generating business from self-generation activities. Benefits for Account Handler: * Uncapped Commission...

  • Account Handler

    2 weeks ago

    Shrewsbury, Shropshire, United Kingdom Heels & Brogues Group Limited Full time €45,000

    Job Description New Business Account Handler Salary: up to £45,000 (DOE) OTE of £60,000. Location: Shrewsbury but would consider an experienced Account Handler anywhere in the UK. Additional Pay: Strong additional commission for generating business from self-generation activities. Benefits for Account Handler: Uncapped Commission Scheme. 25 paid...

  • Business Account Handler

    4 weeks ago

    Shrewsbury, Shropshire, United Kingdom Heels & Brogues Group Full time €45,000

    Job Description - New Business Account Handler Salary: up to £45,000 (DOE) OTE of £60,000. Location: Shrewsbury but would consider an experienced Account Handler anywhere in the UK. Additional Pay: Strong additional commission for generating business from self-generation activities. Benefits for Account Handler: * Uncapped Commission Scheme. * 25...

  • Cco Call Centre Team Leader

    5 months ago

    Shrewsbury, United Kingdom EMED Group Full time

    We have a fantastic opportunity for a Call Centre Team Leader to join our team based in Shrewsbury. This role is full time (37.5 hours per week), working variable hours, Monday to Friday. **Role Responsibilities** The role of the CCO Call Centre Team Leader is to closely monitor all call taking activities and contract performance throughout the course of...

  • Crht Call Handler/administrator

    6 months ago

    Shrewsbury, United Kingdom Midlands Partnership University NHS Foundation Trust Full time

    The team is based at The Redwoods Centre in Shrewsbury and provides mental health assessment, treatment and support to people in Shropshire. As an integral team in the Urgent Care Pathway we work 24 hours a day, 7 days a week. We work with people who are experiencing a mental health crisis, require extra support alongside their regular support network or who...