Non-Emergency PTS Commercial Services Call Taker
| Posting date: | 12 September 2024 |
|---|---|
| Salary: | £22,816 to £24,336 per year |
| Additional salary information: | £22816 - £24336 a year |
| Hours: | Full time |
| Closing date: | 23 September 2024 |
| Location: | Tollgate Industrial Estate, ST16 3HS |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9217-143-24-25 |
Summary
Meet daily key performance indicators (KPIs) and performance targets. Operate communications and information systems to receive patient/client data calls from patients, commissioners, social services and health care professionals and Trust staff; in addition to those appertaining from commercial, and internal contracts e.g. Canal & River Trust, Drug Intervention programmes, Midwives and Safeguarding. Handle calls appropriately including those from distressed/emotional people. Manage and resolve caller complaints Identify and escalate priority issues. Follow pathways and signpost callers to appropriate destinations. Assist in referral of patients to alternative care pathways and the maintenance of patient referral databases. Document all call information according to the standard operating procedure. Tale responsibility for ensuring all documentation is precise and accurate. Be fully knowledgeable of the procedures to follow if a system failure occurs. Follow up calls where necessary. Liaise with various social care agencies by email or telephone. Inputting and process details of bookings by telephone/fax/electronically from client units/staff and transport enquiries from health care professionals and the general public applicable to the Trust contracts. Ensure the effective deployment of resources to meet contractual requirements, co-ordinating the work of others as required. Make outbound calls to other professionals and the general public adhering to working practices and protocols; to include contacting relatives, querying other professionals, communicating with hospitals, arranging breakdown recovery for ambulances and reporting incidents to other emergency services. Support the achievement of agreed National and Trust standards of service. Report to first line management on the performance of operational staff in the delivery of the service. Receive and process sickness and fitness notifications from all operational and non-emergency call centre staff. Handle calls from drivers regarding their work and shift arrangements. Ensure that those areas of service provision under their control or jurisdiction conform to the WMAS Quality procedures, data protection Act and Caldicott Guidelines. Assist first line management in ensuring the effective deployment of operational resources to support all Trust commercial contracts. Attend training courses which are required to maintain professional knowledge and keep up to date with changing procedures and protocols. Assist with the training of new call takers on the telephone and computer system. Identify and report IT related problems on the computer software and workstations. Undertake general administration duties as required to include photocopying, filing and faxing. Any other duties consistent with grade