SUMMARY OF ROLE
Supporting our NHS Clients & Health Care Professionals with inbound queries and requests, booking HCP’s into vacant shifts as well as supporting our HCP’s with booking queries & general enquiries.
The role will provide out-of-hours operational support to the Complex Care business, supporting patients, families, carers and Healthcare Professionals with queries and operational issues, and escalating matters where necessary for further support.
RESPONSIBILITIES INCLUDED (BUT NOT LIMITED TO)
- Learn, understand and operate our software effectively.
- Shadow senior colleagues on the telephone to understand the nature of the queries faced on a regular basis and retain the outcomes to support our customers.
- Develop relevant industry knowledge.
- Proactively booking shifts on platforms & over the phone using confirmed availability from our Health Care Professionals
- Answering inbound calls from our Clients & Health Care Professionals
- Supporting Complex Care patients, families, carers and Healthcare Professionals with out-of-hours queries and operational issues.
- Supporting with out-of-hours staffing requirements and identifying appropriate cover in line with agreed processes, where required.
- Escalating clinical, safeguarding or other issues requiring additional support to the appropriate team or on-call support.
- All Communications managed via professional telephone and email communications.
- Effective internal communications with relevant teams and support of all colleagues and managers; escalating any issues as required in a timely fashion enabling professional resolution.
OUTCOMES, TARGETS & KPIs
ASSOCIATED WITH THIS ROLE:
Please note these may change with business development.
- Achieve the minim score on information retention tests.
- Ensuring our processes are followed as per the defined pathway to avoid errors and negative impact to our operation.
- Providing great customer service
- Responding to out-of-hours Complex Care queries and operational issues in a timely, calm and professional manner.
- Ensuring appropriate escalation and communication of issues requiring further support.
BACKGROUND AND QUALIFICATIONS (REQUIRED VS DESIRED)
- Excellent written and verbal, communication skills are essential.
- Excellent attention to detail and organisational skills are essential.
- Previous experience using Candidate CRM is desirable.
- Previous experience using Microsoft Office is desirable.
- Previous work experience in a customer facing role required, however fresher’s will be considered
- Experience in a healthcare, patient or care setting is desirable.
- Ability to remain calm, empathetic and professional when dealing with urgent or sensitive situations.
EXCEPTED L&D
TRAINING TO BE PROVIDED
- Induction
- Continued development of your own knowledge and skills in line with departmental, organisational, market and customer requirements.
- Training and guidance on Complex Care out-of-hours processes, including appropriate escalation procedures.
transport - Upto 20 KMs
Shift - US shift
Weekoffs -
Perks-
