Call Operator

Job overview

Are you looking for a role where no two days are the same and every call makes a difference?

Our fast-paced Single Point of Access Hub, Care Coordination, located at the Science Park is seeking a Call Operator to be the first point of contact for Hospitals, GP Practices, Healthcare Professionals, Patients and Relatives/Carers.

The team handles a wide variety of calls, ranging from straightforward referrals to complex palliative care calls for patients at the end of life - making a real difference every day.

In this role, you will:

• Provide a professional, efficient, and confidential service.
• Liaise with a range of clinical staff via phone, in person, and in writing.
• Maintain accurate electronic records, ensuring high quality data standards.
• Work flexibly as part of a supportive team focused on meeting patient and referrer needs.

We are looking for someone with excellent communication skills, a keen eye for detail, and experience with Windows and Microsoft Office-based Software.

This role operates within a 24/7 service, including weekends and bank holidays, in a fast-paced, dynamic environment. Shifts are rotational and include the following:

• Early Morning: 06.00 - 14.00
• Standard Day: 08.00 - 16.00
• Mid-Late Day: 12.00 - 20.00
• Late Day: 14.00 - 22.00
• Night: 21.45 - 05.45 / 22.00 - 06.00 / 22.15 - 06.15

If you thrive in a fast-paced, varied environment and want to make an immediate impact, this is the role for you!

Main duties of the job

The post holder provides a comprehensive, effective, accurate and timely service to GP’s, hospital staff and other healthcare professionals, patients and their representatives.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail.  The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.

Detailed job description and main responsibilities

To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.

To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude

Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.

To respond to incoming calls without delay

To receive, respond to and maintain evidence of all enquiries.

To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.

To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.

To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.

To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.

To communicate patient appointments and information in a timely and agreed manner.

To collate and circulate scheduled daily reports and any ad hoc reports as requested.

To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.

To support new staff within the team as part of the induction process.

To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.