111 Call Handler - Coronavirus Calls

Your World Healthcare ,
London, Greater London
More Details
Contract Type: Contract
Salary: £10 per hour

Overview

111 Call Handler - Coronavirus Calls Location: Ladbroke Grove and maybe Southall depending on desk availability Job Type: Temporary Duration of temporary booking: This is a temporary ongoing role with no end date specified at this stage Start date: Monday 9th March 2020 Training details: 1 week, Monday 9th May 2020 to Friday 13th May 2020 9am to 5pm. Candidates must be free and available to attend all 5 days. Working days and hours: Monday to Saturday working shifts between 8am to 8pm (working 5 shifts per week, 37.5 hours per week) Essential: Candidates must be flexibility to work Monday to Saturday between 8am to 8pm Pay Rates: Mon-Friday (Days 6:00am to 20:00pm): £10 umbrella per hour Mon-Friday (Nights 20:00pm to 6:00am): £11 umbrella per hour Saturday: £11 umbrella per hour Job Information Our client is looking for candidates with strong customer service and administration experience to deliver an efficient appointments service for face to face consultations in accordance with agreed protocols. Main Duties Dealing with a high volume of inbound calls from the public regarding the Coronavirus The assessment of patients’ needs supported by local policies and Decision support computer software to ensure that patients are prioritised appropriately and directed to the correct end point. Liaising with other agencies and healthcare providers to ensure patients are appropriately directed. Utilisation of communication skills in management of challenging calls and child protection concerns. To keep accurate records of clinical enquiries to the service. To adhere to, and maintain an up to date, knowledge local policies and procedures. Support the implementation of new policies and procedures as required To work co-operatively within the organisation, sharing and utilising areas of knowledge and skills to enhance patient care. To display effective keyboard and work processing skills by: To perform general administrative duties, when workload Actively participate in continuous quality improvement measures including self-review. To support line management through undertaking additional delegated administrative tasks when required to support effective service delivery, e.g. entering information onto existing databases. To provide simple health information advice in line with NHS policies and approved sources. Essential Requirements Previous customer service and administration experience Experience dealing with a high volume of inbound calls Previous experience working in a medical and healthcare environment The skill and ability to deal with stressful and high pressured inbound 111 emergency calls Skill and experience to remain calm in crisis situations Ability to deal effectively with difficult and stressed individuals and customers Ability to work a range of out of hours and unsocial shifts including evening, nights, weekends and Bank Holidays on a temporary full-time basis

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