Job summary
- Main area
- CallEEAST Advisor
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 247-SS-CEAdvis-0624
- Employer
- East of England Ambulance Service Trust
- Employer type
- NHS
- Site
- CallEEast (EEAST)
- Town
- Norwich
- Salary
- £22,383 per annum pro rota
- Salary period
- Yearly
- Closing
- 16/07/2024 23:59
Employer heading
CallEEAST Advisor
Band 2
Great healthcare requires great people. That’s why we are doing everything we can to recruit committed, skilled people – and to make sure we support our new and existing employees, so they choose to stay with us.
#WeAreEEAST
We encourage you to ensure that your application relates to the Person Specification (provided as part of the Job Description or as a separate attachment).
Please visit our recruitment support page for advice on completing your application.
Job overview
We are after a dynamic, fun, hardworking individuals to join our team within the Contact Centre in Norwich, as a CALLEEAST Call Handler
CallEEAST provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line , Message handling for Community Nursing and Midwifery Services. Please note that although we are part of the Ambulance Service, this position is NOT for a 999 Call Handler.
Main duties of the job
The role of the Call Handler will be to answer operational calls that come into the contact centre. The call handler will provide accurate assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with other Service Providers, as appropriate. The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations.
Working for our organisation
It is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties as well as some evenings (shifts are on a rotational pattern)
Detailed job description and main responsibilities
The successful candidate will form part of a team of Call Handlers who provide the first point of contact for telephone callers to the Trust. They will receive and record telephone calls from a range of people/personnel including hospital staff; other Health Service professionals and other Emergency Services. This will also cover other clients and contracts that the contact centre handles. They will also povide advice to clients as directed by clinical triage protocols and procedures. This will involve following a set process when applying the clinical triage software.
Other duties/responsibilities include:
Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the Contact Centre in maintaining business continuity.
To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.
To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel.
Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.
To provide the caller with pre-arrival instructions, utilising and complying with, clinical triage protocols.
Dealing with distressed patients and relatives, including traumatic situations such as death.
Please see Job Description for full details of the role.
Person specification
Knowledge and Experience
Essential criteria
- Experience of Contact Centre
Desirable criteria
- Experience of working in a HCP organisation
Personal Aptitude
Essential criteria
- Ability to work under pressure in stressful environment
- Ability to communicate clearly/concisely
Desirable criteria
- Commitment to providing excellent customer service
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Damon Pritchard
- Job title
- CallEEAST Operations Manager
- Email address
- [email protected]
- Telephone number
- 07512 193653
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