Overnight Call Handler

Systems/General To be the first point of contact on the overnight for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given by the caller. On receipt of the patient call, search computerised patient records, checking patient details and demographics and amending when required, using effective questioning skills and respecting patient confidentiality, working within the Caldicott protocol and legislative requirements. Identify callers requiring immediate emergency response and refer to appropriate clinical guidelines including identifying an LTE (Life Threatening Emergency) and ambulance requirements. Ensure accurate and legible documentation at all times - whether handwritten or computer produced - relating to patient journeys, cancellations, alterations or amendments to bookings etc Maintaining professional levels of contact with all callers and employing conflict resolution skills where necessary Use excellent communication skills when liaising with internal and external stakeholders always ensuring a professional approach.

Demonstrates Mastercall values to ensure every call is managed with care, compassion Greeting patients and visitors at reception, book patients in and maintain appropriate records. To be responsible for ensuring the reception area is kept tidy and presentable at all times. Escalate concerns to a Shift Lead or member of the clinical team if you have a concern regarding a patients condition. Deal with queries regarding prescriptions The post holder is required to be competent in the use of the telephone system and be able to transfer calls internally and to partner organisations.

Organisational/ Policies and Procedures Work in accordance with IG principles To keep up to date of all Mastercall policies and procedures. To uphold and promote Dignity in Care for colleagues and patients alike Undertake any other duties that are within your skills and capabilities