Senior Call Handler

at  Swansea Bay University Health Board

Planning and Design Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment. Carry out day-to-day tasks without direct supervision, using own initiative and make decisions without reference to a supervisor or manager about the handing of sensitive matters. Use sound judgement to seek advice or alert senior managers to any issues or concerns when appropriate. Improvement, Monitoring, Policy/Service Development Support new developments and redesign of all relevant processes and pathways within the Service and actively and constructively participate in agreed changes to practice that improve patient experience and care.
Adhere to health board policies, processes, and guidance to contribute the resolution of complaints or concerns. Ensure confidentiality is always maintained following agreed Health Board policies and procedures. Respond to feedback and data to continuously improve the services on offer. Actively and constructively participate in agreed changes to practice as a result of service improvement or practice development.
Monitor and ensure that own workload is managed effectively. Communication Record clear and concise information received from the patient on specialist electronic patient systems ensuring accuracy at all times. Answer all telephone calls within the response target times and in accordance to procedure, courteously greeting the caller in both English and Welsh. Updating information whilst on the call and note taking specific points mentioned by patients wearing a headset Answer telephone calls from people in relation to their waiting list queries.
Log queries on the SharePoint system that requires specialist advice if unable to deal with them at the time. Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list. When dealing with calls from angry upset patients or their families provide advise and guidance in a calm and helpful manner these calls at times can be hostile which will need to be de-escalated to resolve potential complaints Ensure calls are dealt with promptly and in a proficient and professional manner within the target response times complying with procedures, courteously greeting the caller in both English and Welsh. Foster and maintain effective good working relationships with internal and external stakeholders e.g., clinicians, hospital staff, GPs etc.
Using initiative and judgement ensure appropriate links and guidance including emails, QR Codes and website links are accurate and relevant e.g. promotion of health and prevention of illnesses. Non-Clinical Demonstrate politeness, courtesy and sensitivity in dealing with patients, relatives and colleagues, maintaining good customer relations when sign posting to services and dealing with enquiries. Alert appropriate agencies when there are any concerns regarding potential/actual risk to a patient e.g.
child protection, domestic violence and protection of vulnerable adults. Management, Training & Leadership Support and assists with the introduction of new staff by providing support training in own area. Motivate and support staff within the Team to identify opportunities and ensure efficiency in the workplace Participate and actively look to develop and improve own knowledge and training including ensuring statutory & Mandatory training is kept up to date. Attend statutory/mandatory training.
Personally ensure compliance with Health & Safety policies and procedures. Assist in maintaining own and others health safety and security. Finance and Budget Report any IT systems, phone systems or equipment faults directly to supervisors, responsible for ensuring own remains in good working order. Digital and Information Maintain accurate patient information and ensure that confidentiality is observed when recording patient data on patient electronic systems Ensure patient information is kept up to date and accurate, undertaking any alterations immediately after notification

Please refer the Job description for details