PTS Call Handler Bank
| Posting date: | 26 April 2024 |
|---|---|
| Salary: | £22,383.00 per year |
| Additional salary information: | £22383.00 a year |
| Hours: | Full time |
| Closing date: | 12 May 2024 |
| Location: | Otterbourne, Winchester, SO21 2RU |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9195-24-0230 |
Summary
To receive and accurately process Patient Transport requests from Patients, GPs and other healthcare professionals via telephone, in accordance with the audit procedure, accurately entering data relating to patient and location using the computerised Patient Data system. To accurately receive and transmit all types of messages relating to the operations of South Central Ambulance Service (e.g. from Trust staff and external callers) and to fully complete all message forms and any other appropriate documentation as required. To ensure that telephone calls from all lines (as per Senior Call taker/Team Leader directive) are answered and dealt with in a professional manner following any associated call scripts. To amend patients booking details for transport with any changes, to include date, times, hospital, mobility, clinic etc. as required. To ensure that the relevant eligibility criterion is applied equitability via the telephone and ineligible patients are signposted to an alternative provider via the Directory of Alternative Transport (DAT). To provide patients, GPs and other healthcare professionals via telephone and the Instant Message function of accurate resource arrival times for a patients journey in a professional manner. To effectively use all equipment, including telephone and computers, ensuring effective communication links. To monitor the voicemail boxes and ensure that they are expedited within the required KPI. To Ensure that all voicemail data is recorded in accordance with associated guidelines to ensure accurate reporting. To receive an Extra Contractual Referral (ECR) booking and source the appropriate approval from the relevant CCG or Provider in accordance with the relevant Standard Operating Procedure. To liaise with the dispatch team when requests for on the day information, new bookings and enquiries. To input quality data from crews from private providers and Voluntary Car drivers as necessary. To support new staff during training and work as part of a team to promote high levels of customer service to patients, commissioners and other health care professionals. To report any untoward, adverse or unusual incidents to the Contact Centre Team Leader as appropriate. To work effectively and co-operatively within the team environment. To be familiar with and adhere to service plans, policies, Standard Operating procedures and KPIs. To undertake all necessary training and development in order to effectively carryout your duties and to ensure that all your competency audits relating to your post are current. To participate in relevant team and one to one meetings. To participate in the Trusts annual Individual Performance Review and Development (IPRD) process and, working closely with the Contact Centre Team Leaders to ensure that your KSF programmes are completed annually. To be aware of service developments and their implications for performance, and to keep up to date with Trust policies and procedures. To undertake general Contact Centre duties as required.