Contact Centre Advisor and Controller
2 days ago
🏢 In-office - Leeds
Description
• Provide a friendly, efficient, and healthcare professional focused specialist booking service for Mental Health patients and services. • This is a full time, permanent position working a 4 on, 4 off rota. • Shifts will be 12 hours with a mixture of day and night shifts.
Requirements
• Responsible for tasking appropriate resources to meet patient and contractual obligations in addition to established performance targets. • Take control and handover from dispatch at contract defined times and manage the efficient dispatch of all contracts. • Take bookings from patients, hospitals, and GPs as appropriate. • Use the phonetic alphabet to confirm details and ensure correct and accurate capture of data. • Ensure appropriate liaison with other agencies such as GPs, Nursing Homes. • Ensure risk management is applied to all journeys to ensure the safety of the crew and patients, especially on specialist transfers that require specifically qualified crew and vehicles. • Provide information on prices for ad-hoc journeys to clinics, GPs surgeries, out of area journeys, and private individuals, ensuring confirmation is gained from the bill payer prior to confirmation of the booking. • Deal promptly, professionally, and efficiently with all telephone calls received taking appropriate action on own initiative where required. • Carry out general administrative duties as directed. • Display a high level of Customer Care when dealing with hospitals, patients, and relatives. • Ensure compliance with patient care and safety protocols and guidelines. • Ensure incidents and near misses are reported promptly in accordance with the business's risk management procedures. • Manage all email inboxes and general enquiries.
Benefits
• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000. • 24/7 online/telephone GP Consultation and access to prescriptions. • 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway. • Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody. • Unlimited mental health consultations. • Unlimited physiotherapy consultations. • Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury. • Financial guidance re retirement planning, tax savings and state benefits. • Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave. • Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event. • Refer a Friend recruitment incentive scheme with financial rewards. • The EMED foundation, to provide support to colleagues and our local communities. • Paid holiday entitlement. • Pension Scheme. • Blue Light Card. • Uniform provided. • EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements. • Flu vaccination ( through an internal campaign in Autumn/Winter)
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