Senior Call Handler

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Answer operational calls that come into the EOC. Utilise the chosen clinical triage software system in order to prioritise calls as soon as possible. Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly. Provide prearrival advice to callers where appropriate.
The post holder will be expected to provide leadership and support to call handlers, specifically in terms of mentorship, reflective practice, on-going development.

You will need to be assertive, tactful, responsible and amenable.

This is a busy but rewarding role which will suit someone who enjoys making decisions, adapting quickly to changing itineraries and the satisfaction gained from providing excellent customer service for the hospitals and our patients.

1. Form part of a team of Call Handlers and Senior Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Where business continuity requires it, there may be a need to handle calls for one of the Trusts other two EOCs or to relocate to one of them on a temporary basis.
2. To respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required, to achieve this.
3. Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software.
4. Receive and record telephone calls from a range of personnel including hospital staff; other Health Service professionals and other Emergency Services. Inform other emergency services/agencies (for example Police/Fire/Coastguard) of incidents that may require their attendance or awareness.
5. Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority. This is the means of ensuring that patients receive a response intended to reach them in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated.

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.

At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.

We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached

Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of…