Workplace Wellbeing call handler

at  Optima Health

Job Title: Workplace Wellbeing call handler
Location: Sheffield
Salary: £22,010.56
Contract Type: Permanent
Hours: Full time, 37 hour per week - shift pattern, 8am-6pm with 1 late shift 2pm-10pm & 1 weekend day every 8 weeks
Right to live and work in the UK is required for this role

ROLE SUMMARY

The Workplace Wellbeing Call Handler is a multiskilled blended role, responsible for the day to day servicing of all telephone lines accessing the 24/7 support line within Workplace Wellbeing, and the associated processes required to fulfil the needs of these services.

MAIN DUTIES AND RESPONSIBILITIES

• Answer incoming calls across the 24/7 Helpline in a professional and sensitive manner.
• Follow guidelines to ensure all calls are answered in a concise and confidential manner, ensuring all information taken from calls is accurately logged on the system and, where necessary, warm transferred or referred on appropriately for action.
• Using predefined criteria, identify clients at risk to themselves or others and work with Employee Assistance Advisors and Clinical leads to ensure that all necessary steps are taken protect the caller and others from harm
• Ensure all clients contact requiring further support are allocated to the appropriate service eg.
• EAP - Counselling, Legal or Debt
• Chemist On Call
• Sharps Line
• Sickness Absence Management Line
• Ensure all clients requiring clinical assessment are scheduled with clinicians within the associated KPI’s, making outbound calls where necessary to employee and line managers to book and arrange appointments
• Trauma Support – Liaise with internal and/or external clinical resource to stand up “on site support” at client locations within 24hrs as requested. Ensuring all information recorded correctly to correctly invoice clients.
• Manage EAP clinical requests / recommendations for non standard services (CBT/ EMDR), liaising with customer organisations for Authorisation and sourcing from the approved external associate network.
• Provide quotes to managers for bespoke Mental Health services such as Psychological assessments, Mediation, Neuro diversity, CBT/EMDR, assigning PO and clinicians. Ensure all reports referred for clinical oversight prior to release to client.
• Ensure all approval requests from clinicians for additional sessions are approved by clinical leads prior to seeking authorisation from Customer Organisation.
• Dealing with practitioner queries, setting up diaries and liaising with Clinical Performance Managers
• Closing client records ensuring client case notes are updated.
• Financial Controls – ensuring all associate invoices are verified and attached to associated PO’s prior to submission for payment.
• Resourcing and maintaining associate resource pool – complete the onboarding process for external counsellors ensuring all controls associated with IR35 are completed.
• Correctly log all activities and notes within the case management system ensuring it is up to date at all times.
• Manage complaints in line with Optima Health’s complaint handling process.
• Lead by example and be an inspirational role model for the Optima Health values – One Team, Take Responsibility, Deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop

EXPERIENCE, SKILLS AND KNOWLEDGE REQUIRED FOR THE ROLE

• Previous demonstrable experience in a customer service position and or administrative or preferably in an office environment.
• Experience of working with people in distress, for example in a healthcare or charity setting or previous experience working in an EAP is desirable but not essential
• Emotional resilience and self-awareness, able to deal with stressful situations including distressing calls; able to recognise own needs for support and take appropriate actions as needed
• Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances.
• Excellent interpersonal, written and verbal communication skills, fluent English language skills: able to communicate with stakeholders on day-to-day basis via telephone, email and face to face to ensure effective delivery of service.
• Excellent organisation and prioritisation skills – with the ability to demonstrate a clear attention to detail, whilst managing call demands
• Ability to work well within a Team environment
• Ability to produce creative and innovative ideas
• Good IT/PC Skills – including Microsoft Packages, with an ability to learn additional Internal systems and processes. (Ability to construct letters, work with spreadsheets)
  The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
  Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.