Call Handler
EMED Group
- Shrewsbury, Shropshire
- £10.90 per hour
- Permanent
- Full-time
- 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 of when to use these skills to assist and support all service users and work colleagues
- Being the first point of contact for service users for questions or enquiries about patient transport.
- Being able to transfer or refer callers to an alternative appropriate option, if you’re not able to answer or help directly.
- Keep up to date with changes in policies and procedures.
- Undertake all necessary training.
- To support, assist and supervise less experienced staff when necessary.
- Undertake any other duties and responsibilities related to this role.
- Good standard of literacy, numeracy, and IT skills
- Customer service experience preferably obtained in a call centre/phone based role
- Willingness to develop existing skills
- Ability to work to deadlines
- Good verbal and written communication skills
- Organised and logical
- Ability to prioritise workload
- Able to work as part of a team as well as independently
- Flexible approach to working hours
- Respect for confidentiality and the ability to handle sensitive issues appropriately
- Enthusiastic and motivated
- Punctual and reliable
- Ability to display a positive attitude
- Diplomatic and professional