Call Handler - Bournemouth, United Kingdom - E-zec Medical Transport Services Ltd

E-zec Medical Transport Services Ltd

Verified Company

Bournemouth, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This is a full time position (37.5 hours per week across 5 days). The hours will be 10.00 to 18.00 and 08.00 to 16.00 on alternate weeks and will include weekends.

As a Call Handler you'll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone call.

You'll work in our contact centre, as part of a wider team, answering incoming enquiry calls from patients as well as healthcare providers such as hospitals, clinics and GP surgeries to arrange non-emergency patient transport.

This is an essential service E-zec supports the NHS with and includes journeys from a patient's home to medical appointments and patient transfers between hospitals and healthcare settings.

Using our in-house IT systems, you'll carry out screening as part of the eligibility criteria prior to booking transport. You'll record patient details carefully and accurately, taking their individual circumstances and needs into consideration. You may be dealing with requests for same day transport or a future date.

You'll need good listening and communication skills to talk to people from different backgrounds and know how to show consideration, empathy and respect for patients.

You'll need good planning and organisational skills, as you'll also be responsible for confirming patient journeys, by making outgoing calls to service users before their booked journey takes place.

From time to time, a patient may not be eligible for the patient transport service, so you may have to deliver a more difficult message and direct them to other more suitable transport options.

Being used to handling those types of situations and working in a calm and professional manner is essential.

Key Responsibilities:

Booking discharges and transfers from hospital, often under time critical circumstances
Booking regular journeys for renal and oncology patients
Contacting service users hrs prior to travel to confirm the journey
Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multidisciplinary team to ensure a successful journey for all services users
Being aware of safeguarding practises and having the knowledge of when to use these skills to assist and support all service users and work colleagues
Being the first point of contact for service users for questions or enquiries about patient transport.
Being able to transfer or refer callers to an alternative appropriate option, if you're not able to answer or help directly.
Keep up to date with changes in policies and procedures.
Undertake all necessary training.
To support, assist and supervise less experienced staff when necessary.
Undertake any other duties and responsibilities related to this role.

Must have skills and experience:

Good standard of literacy, numeracy, and IT skills
GCSE English or equivalent
Customer service experience
Willingness to develop existing skills
Ability to work to deadlines
Good verbal and written communication skills
Organised and logical
Ability to prioritise workload
Able to work as part of a team as well as independently
Flexible approach to working hours
Respect for confidentiality and the ability to handle sensitive issues appropriately
Enthusiastic and motivated
Punctual and reliable
Ability to display a positive attitude
Diplomatic and professional