Contact Centre Call Handler

2 weeks ago

Birmingham, United Kingdom HealthHarmonie Full time

**Job Title: Contact Centre Call Handler**

**Contract Type: Permanent**

**Hours: Part Time - 24 hours per week**

**Shift Pattern: Monday to Thursdays (1600 PM - 2000 PM) & Saturdays (0900 AM to 1700 PM)**

**Location: Edgbaston, Birmingham (B15 3BU)**

**Salary: £9.74**

HealthHarmonie Ltd is a fast-paced, growing organisation that operates from the vibrant city centre of Birmingham. Established in 2003, the company has grown with the ever-changing healthcare industry and developed its presence across the UK. We work in partnership with several NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home.

By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK. Whether this be joining us in a clinical role or an administration role your presence in HealthHarmonie is vital. All of our roles require you to have an innovative thought process, a willingness to learn new skills and the want to be in charge of your own career by taking ownership of the role you are completing.

**Role & Responsibilities**
- Making volume outbound calls to book patient medical appointments
- Handling volume inbound calls from patients into the contact centre
- Confirming patient attendance 48 hours prior to patient appointment
- Monitoring the number of patients who do not attend appointments
- Sending patient reports to GP’s
- Making sure patients are booked in for the correct length appointment slot
- Reporting and communicating with clinicians and senior managers.
- Basic volume administration work

As the main point of contact and voice of the business, you will play a very crucial role in shaping patients’ experience, ensuring that they feel treated with respect, dignity and empathy. Even though this is not a sales role, the role may be challenging at times as it requires diplomacy and the ability to stay focused and flexible in a high pressure, targeted call centre environment.

This role is office based in a COVID secure building.

**About you**

**Knowledge, Qualifications, Skills and Expertise Required**
- Attention to detail to avoid error
- Excellent organisational ability
- Experience with Microsoft packages and company databases
- Quick to learn new skills and systems
- Previous experience working in an administrative/telephone-based role
- Be able to provide high-quality customer service
- Previous experience working to targets

**Knowledge, Qualifications, Skills and Expertise Desirable**
- An understanding of a Healthcare setting would be an advantage, but full training will be given

**Benefits**
- Ongoing Support and Training
- Excellent Career Progressions - with many members of our management team having been promoted from within the company with salary expectations up to £22,000 pa
- Pension Scheme
- NHS Employee Discounts
- Annual Salary Review
- 20 days annual leave + 1 day additional per year of service (not including your 8 days bank holiday)
- Flexible working

**Expectations**

Your first 2 weeks with us will involve a comprehensive training programme which will provide you with the skills to be successful in the role. This training is a vital part to the start of your career with us and you will need to commit to full attendance during this time.

**Diversity**

Keywords: Healthcare, Call Centre, NHS, Patients, Administration, Telephone Booking, Flexibility, Medicine, Targets, Training, Development,

**(Office Based)

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