Call Handler

Description:

Successful candidates will be trained to have the skills to deal with the variety of patient calls in a compassionate, professional way. They will also use your strong customer service skills to deal with complex, sensitive, and sometimes distressing information to ensure the right level of appropriate care for all patients' is provided.

You do not need any experience in healthcare as full comprehensive training will be provided, however you do need to be dedicated to patient care and be able to work the shift patterns allocated.

Main Duties of the 111 Call Handler:
 

• To answer inbound calls quickly and efficiently.
• To deliver high quality, safe and clinically effective advice and instruction over the telephone.
• To support patients to manage their own condition at home, where clinically appropriate.
• To liaise effectively between callers and third parties in critical situations.
• To ensure that all patient contact is conducted appropriately with an emphasis on the provision of clear, evidence-based advice and signposting to an appropriate service.
• To use advanced listening, probing and facilitative skills across a wide range of calls, some of which can be challenging due to emotive circumstances.
• To use complex communication skills to negotiate.
• To actively communicate with fellow staff to assist service delivery.
• To meet daily key performance indicators (KPIs) and targets.
• To keep immediate and accurate records of service user enquiries.