Call Handler

Recruiter
Allied Healthcare
Location
Birmingham
Posted
08 Oct 2017
Closes
13 Oct 2017
Contract Type
Full Time
Call Handler

Primecare health care services are a leading provider of healthcare services across the UK, working closely with NHS Trusts, Clinical Commissioning Groups and other Public and private sector organisations to provide people with access to scheduled and unscheduled healthcare services they need, when they need them.
An position has arisen in Primecare for a Call Handler role which will be based from our Birmingham office. The position will be 29.75 hours per week covering nights. Reporting to the CRC Supervisor, the Call Handler is responsible for answering calls and recording information for patients calling GP services (out of hours) and any other call handling contracts.

Job purpose:
* To handle all incoming calls to a 24/7 in and out of hours contact centre. Using the Adastra system to collect and record all appropriate information to allow for effective triage of patients and directing callers to the most appropriate care.
* Role Accountabilities:
* To ensure, that all calls are handled in a timely, accurate and professional manner, within agreed timescales, in order to maximise quality of service, and ensure service level agreements are met.
* To maximise quality of service, and ensure service level agreements are met.
* To take ownership of complaints and resolve before following the escalation process in line with the Company’s complaints procedure.
* To promote and encourage continuous improvement within the Contact Centre in relation to working practices and procedures.
* To participate in monthly 1:2:1s, appraisals and team meetings and ensure that self-development requirements are identified and SMART objectives set.
* To develop and maintain good working relationships with all internal customers from the administration team, Contract Managers to clinical staff.
* To manage the function of Despatch as and when required.

The tasks and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The jobholder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the changing needs of the service. The job holder will be expected to participate in this process and the company would aim to reach agreement to changes

The Ideal Candidate will:
• Have experience of working in a call centre environment.
• A proven history of delivering excellent customer service
• Be an effective communicator both written and orally
• GCSE in Maths and English
• IT Skills
Due to the high volume of applications only candidates shortlisted will be contacted.