Emergency Call Taker

2 months ago

Newport, Newport, United Kingdom Isle of Wight NHS Trust Full time
About the Role

We are seeking a skilled and compassionate Emergency Call Taker to join our team at the Isle of Wight NHS Trust. As a key member of our Integrated Urgent Care Team, you will play a vital role in providing efficient management of calls from patients and healthcare professionals with emergency, urgent, and non-urgent healthcare needs.

Key Responsibilities
  • To work as an integral part of the Integrated Urgent Care Team, actively contributing to service improvements where appropriate.
  • To have knowledge of facts, principles, processes, and general concepts to carry out a range of duties.
  • To receive requests for assistance, treatment, or care from the public, healthcare practitioners, and/or other professionals.
  • To interact with individuals using telecommunications, answering calls in an efficient and courteous manner using organisational standards and protocols.
  • To triage patient calls using the appropriate Clinical Decision Support System (CDSS).
  • To accurately record, check, or amend details on the call logging computer system.
  • To communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services.
  • To deal with direct requests for assistance, care, or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.
About Us

The Isle of Wight NHS Trust serves a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

Person Specification
  • Essential:
    • Educated to GCSE grade C or equivalent in a minimum of 3 subjects to include English.
    • Significant experience of working with the general public.
    • Excellent keyboard and computer skills with a good knowledge of Microsoft Office applications.
  • Desirable:
    • Previous experience of working in a contact centre.
    • Previous experience of working in a team liaising with multiple stakeholders.
    • Previous competency-based training in a relevant field.

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