About the Company
Cornwall Partnership NHS Foundation Trust (CPFT) provides a range of community health and mental health services to children and adults across Cornwall and the Isles of Scilly. We are committed to delivering high-quality, compassionate care close to home, fostering a supportive environment for both our patients and our dedicated staff. Join our team and contribute to a healthier Cornwall.
Job Description
We are seeking a dedicated and empathetic NHS Direct Operator to join our dynamic team in St Austell. In this crucial role, you will be the first point of contact for patients and the public accessing NHS services, providing vital information, guidance, and support. You will handle a high volume of calls, assessing needs, directing callers to appropriate services, and ensuring a calm and professional approach, even in challenging situations. This position requires excellent communication skills, a compassionate demeanor, and the ability to work effectively within a fast-paced healthcare environment.
Key Responsibilities
- Receive and respond to incoming calls from patients and the public seeking NHS advice and information.
- Accurately assess caller needs, providing clear and concise guidance or directing them to the most appropriate healthcare professional or service.
- Maintain precise and confidential records of all interactions using specified computer systems.
- Provide compassionate support to callers, demonstrating empathy and understanding in sensitive situations.
- Collaborate with clinical staff and other departments to ensure seamless patient care and service delivery.
- Adhere strictly to all NHS policies, procedures, and data protection guidelines.
- Participate in ongoing training and development to enhance skills and knowledge of NHS services.
- Manage challenging calls with professionalism and de-escalation techniques.
- Process routine administrative tasks related to call management and service referrals.
Required Skills
- Exceptional verbal communication skills and clear telephone manner.
- Proven ability to empathize and remain calm under pressure.
- Strong active listening skills and attention to detail.
- Proficiency in using computer systems for data entry and information retrieval.
- Ability to learn and apply complex information accurately.
- Demonstrated commitment to maintaining patient confidentiality.
- Excellent organizational and time management skills.
- Ability to work effectively as part of a team and independently.
- Flexibility to work various shifts, including evenings, weekends, and bank holidays.
Preferred Qualifications
- Previous experience in a call center, customer service, or healthcare administration role.
- Knowledge of NHS services and pathways.
- NVQ Level 2 or equivalent in Customer Service or Health and Social Care.
- Experience with medical terminology.
Perks & Benefits
- Competitive NHS pay scale and annual leave entitlements.
- Generous pension scheme (NHS Pension Scheme).
- Access to comprehensive training and development opportunities.
- Employee assistance program and wellbeing support.
- NHS discounts on a range of products and services.
- Cycle to Work scheme.
- Supportive and collaborative working environment.
- Opportunities for career progression within the NHS.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Courierser Jobs. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Courierser Jobs does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://job.courierser.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.