Call taker post at the Isle of Wight NHS Trust's Clinical Co-Ordination Centre, answering 999 and 111 calls as part of the Integrated Urgent Care Team. The core of the work is triaging callers through the Clinical Decision Support System and directing them to the right service. It is a 24-hour rota of days, lates and nights of up to 12 hours, with full or part-time hours available. No healthcare background is needed, but the role demands strong resilience with distressed callers.
What the job involves
- Triage calls for emergency, urgent and non-urgent needs using the Clinical Decision Support System
- Answer 999 and 111 calls and direct patients to the correct service
- Deal with requests for assistance, care or treatment using protocols and guidelines, signposting to appropriate care
- Receive requests from the public, healthcare practitioners and other professionals
- Accurately record, check and amend details on the call logging system
- Communicate effectively with callers and colleagues in a healthcare environment
- Answer calls efficiently and courteously using organisational standards and protocols
- Work as part of the Integrated Urgent Care Team, contributing to service improvements
- Apply knowledge of facts, principles and processes to carry out a range of duties
What’s required
Qualifications
- GCSE grade C or equivalent in at least 3 subjects, including English
Experience
- Significant experience of working with the general public
Skills & knowledge
- Excellent keyboard and computer skills
- Good knowledge of Microsoft Office applications
Other
- Ability to adapt quickly to change
- Resilience and emotional strength under pressure
- Confidence dealing with a range of people in stressful situations
- Availability to work days, lates and nights of up to 12 hours
Nice to have
- Previous experience of working in a contact centre
- Previous experience of working in a team liaising with multiple stakeholders
- Previous competency based training in relevant field
What’s offered
- Enhanced pay for unsocial hours worked
- Onsite day nursery
- Cycle-to-work scheme
- Discounts at local businesses and gyms
- Opportunity to hire the Trust's beach hut in Ryde
- Flexible working opportunities
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Contact Details:
The Methodist Church in Britain Recruitment Team
