Call Handler

The Role Call Handler

As a Call Handler, you will coordinate and facilitate the care of

patients being admitted to hospital from Health Care Professionals, GP

Practices and our own Clinicians by

as a single point of contact for Clinicians accessing emergency secondary

care.

outbound calls and handling incoming calls from patients, health care

professionals and services, fast tracking to the appropriate services.

outpatient appointments and hospital admissions.

directly with health care professionals and patients over the phone, via

email and electronic fax.

entering patient data into our systems.

administrative support to colleagues and clinicians.

Competitive salary and benefits package: Benefits include access to the NHS

Pension Scheme, cycle to work scheme, Generous holiday allowance, sick pay,

Employee Assistance health programme (Paycare).

A supportive and inclusive work environment: Join a team that values

collaboration, innovation, and personal growth.

Work-life balance: We understand the importance of

work-life balance and will discuss hours with the successful candidate.

KEY TASKS AND RESPONSIBILITIES

Workflow

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Receive incoming calls promptly and efficiently from Patients,

Health Care professionals and services, process into Shropdocs operational and

clinical software or other as appropriate, fast tracking to the appropriate

health care professional or service.

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Arrange and send all the relevant paperwork to healthcare

providers in a timely manner.

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Ensure all associated administration is completed including

scanning.

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Book patient transport using the appropriate service, enabling

patients calls with the ambulance service if emergency transport is required

as defined by our 999-trigger list.

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Support clinicians in liaising with the various medical, social

and transport services to ensure the delivery of agreed care.

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Conference call with healthcare providers where relevant to

provide the most appropriate patient care.

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Make outbound calls to patients to arrange outpatient

appointments.

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Update information on all of Shropdocs databases/systems ensuring

clear and concise notes are made for handover purposes.

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Book appointments in relevant clinics on Careflow.

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Receive incoming calls from lone workers, recording information

and escalating risks in line with processes.

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Ensure any hard copy prescriptions are emailed to the appropriate

pharmacy, entered on to the relevant spreadsheet and filed during shift.

Obtaining a clinician signature before sending.

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To liaise with patients and the wider Primary Health Care Team as

required to ensure the efficient management of patient care.

Training

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Remain up-to-date and familiar with all non-clinical Care

Co-ordination and Call handling processes and protocols on the Shropdoc

Portal, reading regular updates.

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To actively participate in the coaching and mentoring of current

team and any new members of staff.

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To attend and participate in Training sessions as required.

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Keep up to date with mandatory Bluestream training.

Disaster recovery

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To be fully aware and able to implement all or any contingency

plans e.g. Email, Manual and Evacuation

processes as required.

-

To maintain knowledge and a working understanding of Telephony,

electronic systems and software utilized within the call centre.

-

Attend any disaster recovery meetings or training as required.

General

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Compliant

use of the Smartcard is required, using the Summary care records to update

demographics and search for NHS numbers on every shift.

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Provide

support to Team leader and other workstreams when required.

-

To

maintain a constant and continuous interest in Health and Safety matters

applicable to Shropdoc activities, and strive to ensure that all staff avoid

risks, and discourage irresponsible behaviour. Ensuring that in the event of

incident/accident these are reported to the appropriate bodies/personnel and

shift logged.

-

To

ensure that general housekeeping duties are carried out on each shift.

-

To

undertake any duties of a similar nature consistent with the responsibilities

of the post in order to provide a quality service.

-

In

line with other posts may be subject to change according to service needs, in

consultation with the post holder.

-

Attend

and participate in Operational Team Meetings.

About

us: Shropdoc is a

not-for-prot company established in 1996. Our

core services include Out of Hours (OOH) GP care, urgent care triage, home

visiting, and face-to-face clinical services. We work collaboratively with NHS

partners and other health and care organisations to ensure patients receive

safe, responsive, and high-quality care when their usual GP practice is closed

or when urgent support is needed.

Shropdocs mission is

to keep the patient at the heart of

all that we do. We aim to achieve excellence in the care we offer to

our patients, providing a safe and high-quality service that is easily

accessible. We strive to provide quality patient care, a working community with

integrity and kindness, and are committed to continually developing our staff.

Our vision and values of Community, Quality, Kindness, Integrity, and

Development are at the heart of all that we do, enabling us to achieve the best

outcomes for patients and for our colleagues.

A full application pack is available to download from our website (www.jobs.shropdoc.org.uk). Application forms can be digitally completed via this link: https://shropdoc.credentially.io/

Please note that the shortlisting of candidates will take place throughout the duration of advert being live. Shropdoc reserves the right to close the advert early if the successful candidate is selected.

Qualifications

Personal Attributes

Experience

Other