CallEEAST Advisor

at  East of England Ambulance Service

The successful candidate will form part of a team of Call Handlers who provide the first point of contact for telephone callers to the Trust. They will receive and record telephone calls from a range of people/personnel including hospital staff; other Health Service professionals and other Emergency Services. This will also cover other clients and contracts that the contact centre handles. They will also provide advice to clients as directed by clinical triage protocols and procedures.
This will involve following a set process when applying the clinical triage software. Other duties/responsibilities include: Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the Contact Centre in maintaining business continuity.To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel.Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.To provide the caller with pre-arrival instructions, utilising and complying with, clinical triage protocols.Dealing with distressed patients and relatives, including traumatic situations such as death.
Please see Job Description for full details of the role

Please refer the Job description for details