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Service Advisor- Peterborough
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**Job Title**: Service Advisor Call Handler Responsible to: Team Manager Head of Service Contract: South West England Dental Contract Location/Base: Home Based (2 weeks initial onsite Training) Peterborough - Within 1hr commute of any HUC Location Hours per Week: Service Hours are 0800 2200 (Shift patterns reflect this) Key Relationships: Patients, carers, and members of the public Clinical and Non-Clinical staff located in the Integrated Urgent Care Service (IUCS) Managers and Staff at all levels within the companys group Other IUCS/ NHS111 Providers along with healthcare and allied organizations Overall Purpose of the Role: The Post Holder will be responsible for answering inbound calls from members of the public in need of advice by directing them to the most appropriate service ensuring that all calls are answered promptly, accurately, and professionally in line with the approved training and Performance Standards Principle Responsibilities will Include: Working with the Team Manager Answering inbound calls from members of the public in need of advice by directing them to the most appropriate service Ensuring that all calls are answered promptly, accurately, and professionally in line with the Performance Standards Participating in the monthly call audit process Support the Team Manager to ensure the efficiency and effectiveness of functions; meeting all national and local quality standards and key performance indicators Ensure that calls received are answered promptly and in line with local and national standards Ensure that calls which are received are assessed to ensure that patients and other professionals are directed to the most appropriate service Deliver high quality, safe and effective care over the telephone in accordance with your training and local procedures Communicate effectively with callers in a variety of situations or about areas of concern Quickly and accurately record patient details, symptoms and enquiries using in house Database Use advanced communication, negotiation, and probing skills across a wide range of calls including emotive circumstances or caller aggression Maintain an up-to-date awareness of current policies Meet performance targets Actively contribute to service improvement within the organization Participate fully in meetings with your Team Manager and in an annual performance review and to identify areas of professional development Follow all relevant operational policies, procedures, processes and guidelines are fit for purpose; escalating any changes required to the Team Manager. Develop and maintain close working relationships with a range of local Partnerships and stakeholders. Ensure that good governance remains central at all times, reviewing processes, controls, and frameworks to support operational delivery Develop and maintain robust and professional relationships both internally and externally Identifies and resolves operational challenges in partnership with others and operates a system that to deliver exemplar service standards Perform any other duties as may from time to time be required
