Call Handler
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We are looking to recruit a Call Handler to support the Control Room within our Great Yarmouth contract.
This is a 37.5 hour a week, permanent contract, you will be required to work within the operational hours of 0800 and 1800 Monday to Saturday( 1 in 4 Saturday's). All shifts are 8 or 10 hour duration.
Job Overview:
Working as a Call Taker you will answer incoming calls from customers, hospitals, G.P surgeries and clinics to take orders for transportation of patients to and from appointments.
All calls received will need to be subject to an Eligibility Screening process prior to booking. You will carry out the screening and book eligible customers using our in-house IT systems.
You have to record patients' details carefully and accurately. You might be dealing with requests for transport for the same day, the following day or for a few weeks ahead.
Key Responsibilities and Duties:
Client
- Booking discharges and transfers from hospital, often under time critical circumstances
- Booking regular journeys for renal and oncology patients
- Contacting service users 24 -48 hrs prior to travel to confirm the journey
- Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for All services users
- Being aware of safeguarding practises and having the knowledge and skills when to use to assist and support all service users and work colleagues
- Being the first point of contact for service users when having questions/enquiries about transport. Being able to answer them or refer them to the alternative appropriate option.
Personal
- Comply with health and safety arrangements ensuring that you do not undertake any task or action which would knowingly cause risk to yourself others or the company. This will included dynamic risk assessments. Where reasonably practicable to prevent others from taking such risks.
- Identify and report actual or potential hazards/risks in the working environment in accordance with company policy
- Maintain confidentiality with regards to payments, budgets and conversations that are held in the head office.
Principal responsibilities
- Keep up to date with changes in policies and procedures and to undertake all necessary training.
- To support assist and supervise less experience staff when necessary.
- Undertake any other duties and responsibilities commensurate with role
- Undertake all training that is required for the role.
- Ensure that on-line training is accessed.
- Ensure that any training issues are raised to your line manager
Person Specification
Essential:
- Good basic educational background
- Customer Service experience
- Computer literacy and keyboard skills
- Willingness to develop computer skills
- Working to deadlines
- Good verbal and written communication skills
- Ability to prioritise
- Able to work independently and as a team member
- Flexible approach to working hours
- Respect for confidentiality
- Ability to deal with sensitive issues appropriately
- Enthusiastic and motivated
- Punctual & Reliable
- Positive attitude
- Organised & logical
- Diplomatic & Professional
Desirable:
- ECDL
- IT Qualification’s
- NVQ Level 2 in Call Handling or Administration
- NHS Experience
- Knowledge of PAS/EPR
- Call Centre or Switchboard experience
- Experience of Access Database/Excel spreadsheets
- Ability to plan and coordinate work
- Innovative
- Evidence of interacting with a wide range of people
- Good sense of humour
- Smart appearance
In return we are offering;
- You will receive full training to fulfil the role and uniform
- £10.85 per hour including a 30 minute unpaid break
- Auto enrolment into the NEST pension scheme
- Eligibility for a Blue Light Card
As an equal opportunities employer, E-zec are committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
About Us
EMED Group has one ambition, to pro-actively improve the wellbeing of those in our communities through health and care services that have logistic complexities. Whether it is transporting patients to vital hospital appointments, supporting patient flow within specialist mental health units, enabling children with acute needs to get to school or facilitating the transfer of vital pathology samples for timely diagnostics. We are able to support in a caring and empathetic manner.
We celebrate our colleagues as individuals and offer valuable support and training to help them to become the very best version of themselves. Our colleagues deliver on the promises we make, by living our values everyday. Together, we provide excellence that add value to our patients and our customers – delivered with ‘care’ time after time.
Our Accreditations/registrations
CQC
(All locations)
Edexcel
(Btec level 2)
Qualsafe to deliver FAAW courses
ISO 9001
ISO 14001
Information Commissioners Office
IG Toolkit
Staff Testimonials
I started with E-zec in October 2018, they are a company that are always continuing to look for new ways to support their crews and are supportive of progression. With myself since joining E-zec I have become a qualified Mental Health First Aider, they also keen to support management with training courses so we are continuing to learn to help us conduct our job the best way possible. There is a good level of support across the company from other contracts and other departments throughout the company so there is always someone to turn to for help and advice.
I started to work for E-zec in February 2017 as a Call Handler, my daily duties were to take calls from patients, hospitals, Social Workers, Doctors Surgeries to book transport for patients going to outpatients’ appointments. Also, I would take calls for discharges from hospitals. I then had the opportunity to progress in the company when I became Team Leader in the Call Centre in November 2018. I love my job and the challenges it brings.
I joined E-Zec in 2015 as a call taker, and over the years have worked hard to progress into my new role of Compliance Assistant.
The management within the company are approachable and are always on hand to give advice on how to get the most from the job. When you’ve made a difference for a patient you realise how regarding and meaningful the job truly is.
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