Wellbeing Call Handler

**Job Title**:Wellbeing Call Handler
**Location**: Hybrid - Homebased and Sheffield office
**Salary**:£20,779 + 25% uplift for unsociable hours
**Contract Type**:Permanent
**Working Hours**: Full time, 37 hours
**Shift Pattern**: Monday - Friday with 1 Saturday every 8 weeks on a rota basis and 1 late night until 10pm.

**Role Summary**

The Wellbeing Call Handler is a multiskilled blended role, responsible for the day to day servicing of all telephone lines accessing the 24/7 support line within Workplace Wellbeing, and the associated processes required to fulfil the needs of these services.

These services include but are not limited to Employee Assistance Programmes, and 24/7 Occupational Health Helplines for Optima Health, all of which are confidential in nature. The role holder will be required to take calls from customer employees; and coordinate with internal clinical colleagues and external third parties in ensuring appropriate solutions / services are delivered.

The role holder will be handling incoming calls from customer employee's who are likely to be distressed; therefore, this role requires emotional resilience as well as excellent interpersonal skills.

This role involves weekend and late working on a shift basis to ensure our services are able to run 24/7 365 days a year. The role holder will be working as part of a wider team to ensure contractual SLA's and KPI's are achieved, and that service excellence is delivered to all clients accessing our services.

**Main Duties and Responsibilities**
- Answer incoming calls across the 24/7 Helpline in a professional and sensitive manner.
- Follow guidelines to ensure all calls are answered in a concise and confidential manner, ensuring all information taken from calls is accurately logged on the system and, where necessary, warm transferred or referred on appropriately for action.
- Using predefined criteria, identify clients at risk to themselves or others and work with Employee Assistance Advisors and Clinical leads to ensure that all necessary steps are taken protect the caller and others from harm
- Ensure all clients contact requiring further support are allocated to the appropriate service eg.
- EAP - Counselling, Legal or Debt
- Chemist On Call
- Sharps Line
- Sickness Absence Management Line
- Ensure all clients requiring clinical assessment are scheduled with clinicians within the associated KPI's, making outbound calls where necessary to employee and line managers to book and arrange appointments
- Trauma Support - Liaise with internal and/or external clinical resource to stand up “on site support” at client locations within 24hrs as requested. Ensuring all information recorded correctly to correctly invoice clients.
- Manage EAP clinical requests / recommendations for non standard services (CBT/ EMDR), liaising with customer organisations for Authorisation and sourcing from the approved external associate network.
- Provide quotes to managers for bespoke Mental Health services such as Psychological assessments, Mediation, Neuro diversity, CBT/EMDR, assigning PO and clinicians. Ensure all reports referred for clinical oversight prior to release to client.
- Ensure all approval requests from clinicians for additional sessions are approved by clinical leads prior to seeking authorisation from Customer Organisation.
- Dealing with practitioner queries, setting up diaries and liaising with Clinical Performance Managers
- Closing client records ensuring client case notes are updated.
- Financial Controls - ensuring all associate invoices are verified and attached to associated PO's prior to submission for payment.
- Resourcing and maintaining associate resource pool - complete the onboarding process for external counsellors ensuring all controls associated with IR35 are completed.
- Correctly log all activities and notes within the case management system ensuring it is up to date at all times.
- Manage complaints in line with Optima Health's complaint handling process.
- Lead by example and be an inspirational role model for the Optima Health values - One Team, Take Responsibility, Deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop

**Experience, skills and knowledge required for the role**
- Previous demonstrable experience in a customer service position and or administrative or preferably in an office environment.
- Experience of working with people in distress, for example in a healthcare or charity setting or previous experience working in an EAP is desirable but not essential
- Emotional resilience and self-awareness, able to deal with stressful situations including distressing calls; able to recognise own needs for support and take appropriate actions as needed
- Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances.
- Excellent organisation and prioritisation skills - with the ability to demonstrate a clear attention to deta