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Job Description
- Req#: B0540-24-0014?language=en&page=524&sort=publicationDateDesc
- Motivated and a team player
- Positive attitude
- Strong problem solving skills
- Reliable and responsible
- Educated to GCSE Standard Maths & English
- Previous customer service experience
- Experience in working with the general public
- Fluent in the use of Microsoft Office and email
- Excellent communication skills both written and verbal.
- Previous call centre and/or NHS experience
- Knowledge of Adastra/EMIS computer systems
- Motivated and a team player
- Positive attitude
- Strong problem solving skills
- Reliable and responsible
- Educated to GCSE Standard Maths & English
- Previous customer service experience
- Experience in working with the general public
- Fluent in the use of Microsoft Office and email
- Excellent communication skills both written and verbal.
- Previous call centre and/or NHS experience
- Knowledge of Adastra/EMIS computer systems
Job summary
We have an exciting opportunity for customer focused individuals to join our dynamic Stockport based operational team who deliver an exceptional service to our patients. As a Dental Call Handler, you will be the first point of contact for patients, patient relatives/ carers and health care professionals accessing our two dental Services GM and CWWM which covers the locality areas form Greater Manchester to Cheshire, Wirral, Warrington and Merseyside.
We have permanent part-time opportunities offering 10 to 20 hours per week. Typical shift patterns will include 08:00-13:00, 13:00-18:00, 18:00-22:00 across 7 days. You will be required to work a weekend shift, but this can be alternate weeks, overtime opportunities are always available. Rate of pay £12.00 to £14.40 depending on shift
Main duties of the job
As a Call Handler for Mastercall Healthcare Dental Services you will be the first point of contact for healthcare professionals, patients or patient relatives/carers accessing our services.
About us
Mastercall Healthcare is an award-winning social enterprise organisation providing NHS services accredited by the Social Enterprise Mark. With 28 years as an innovative, highly performing organisation we are passionate about providing the very best patient care at the very best place for the patient.
Our Social Value ethos commits us to ensuring the very best use of the public purse, maximising the return on investment of our commissioners, and supporting the NHS deliver affordable, effective, safe patient centred services.
Our Organisational Development Enabler Strategy will support Mastercalls ambition of being the local employer of choice. We will ensure that our staff are respected, supported and developed to achieve their optimum potential which, in turn, will ensure our standing as a high quality, safe provider of innovative urgent and primary care services and provide them with a great place to work.
Employee benefits include:
Living wage employer
NHS pension scheme
Employee Assistance programme Sage Benefits
Wage stream
NHS blue light card/ discount schemes
Flexible and homeworking
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and with option to purchase additional leave.
Wellbeing schemes and more ...
Date posted
24 September 2024
Pay scheme
Other
Salary
£12 an hour £12.00- £14.40 depending on shift time
Contract
Permanent
Working pattern
Part-time, Flexible working
Reference number
B0540-24-0014
Job locations
International House
Pepper Road
Stockport
SK7 5BW
Job descriptionJob description
Job responsibilities
Duties and Responsibilities
This non-exclusive list of duties, which follows, represents the range of tasks which may be required to be undertaken routinely or periodically.
The role will involve:
Acting as the first point of contact for the patients, healthcare professionals and patient relatives/carers accessing the services.
Collecting and recording confidential patient information using the computerised system.
Using effective questioning skills to establish the nature of the call.
Using knowledge gained from our bespoke training to prioritise patient calls according to their clinical needs including identifying callers requiring an immediate emergency response.
Booking and confirming patient appointments.
Passing calls to relevant external agencies in accordance with internal processes.
Identifying patients who require support through language/text type services
Dealing with sensitive calls in a calm and empathetic manner.
Competently using of the telephone system to receive and transfer calls internally and to partner organisations.
Working in accordance with IG principles and within the Caldicott protocol and legislative requirements.
Maintaining an up to date of all Mastercall policies and procedures.
Upholding and promoting Dignity in Care for colleagues and patients alike
Undertaking any other duties that are within your skills and capabilities
Job responsibilities
Duties and Responsibilities
This non-exclusive list of duties, which follows, represents the range of tasks which may be required to be undertaken routinely or periodically.
The role will involve:
Acting as the first point of contact for the patients, healthcare professionals and patient relatives/carers accessing the services.
Collecting and recording confidential patient information using the computerised system.
Using effective questioning skills to establish the nature of the call.
Using knowledge gained from our bespoke training to prioritise patient calls according to their clinical needs including identifying callers requiring an immediate emergency response.
Booking and confirming patient appointments.
Passing calls to relevant external agencies in accordance with internal processes.
Identifying patients who require support through language/text type services
Dealing with sensitive calls in a calm and empathetic manner.
Competently using of the telephone system to receive and transfer calls internally and to partner organisations.
Working in accordance with IG principles and within the Caldicott protocol and legislative requirements.
Maintaining an up to date of all Mastercall policies and procedures.
Upholding and promoting Dignity in Care for colleagues and patients alike
Undertaking any other duties that are within your skills and capabilities
Person SpecificationPerson Specification
General Qualities
Essential
Qualifications
Essential
Experience
Essential
Desirable
General Qualities
Essential
Qualifications
Essential
Experience
Essential
Desirable
Employer details
Employer name
Mastercall Healthcare
Address
International House
Pepper Road
Stockport
SK7 5BW
Employer's website
Employer details
Employer name
Mastercall Healthcare
Address
International House
Pepper Road
Stockport
SK7 5BW
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.