Call Centre Operative

Call Handler duties and Driver duties To arrive at the call centre at the start of the shift time. To ensure that the allocated shift car is checked, prepared and serviceable for home visit consultations. Once the shift has ended to ensure vehicle is sanitised, cleaned, and all paperwork/waste is disposed in line with process. Any observations made regarding vehicles need to be reported to the Duty Team Leader and form OPS-F-006 is filled in. Ensure that all necessary medical equipment and supplies are checked at the beginning of each shift. This includes checking the volume of prescriptions, doctor equipment, paperwork and envelopes for the relevant doctors / nurses bag. Also ensuring that 1 x Case 1 and 1 x Case 2 drug cassettes (yellow or green tagged only) are collected from the CCO office at Aston Bourne Road and the drug cassette number is recorded in the correct log. Closing and opening buildings during operational hours and ensuring that all keys and passes are signed out/in
To take telephone calls from patients and accurately record all essential information on the Adastra system. On receipt of patient call, search patient records in line with DPA guidelines, checking patient details and maintaining patient confidentiality. Ensure we are working within BADGER and CCG contract KPIs and legislative requirements by following call centre SOPs. If an emergency or life-threatening circumstance is identified, the call is referred to 999 for appropriate service. Always maintaining confidentiality, particularly patient confidentiality and Data Protection Act when obtaining, recording and sharing data. Ensure appropriate and relevant information is captured dependent on healthcare needs. Advise the Team Leader of any problems and take appropriate action as directed. Contribute to the continuous improvement of service provision in Badger communicating service user feedback to the Team Leaders, taking part in active pilots and schemes. To ensure the premises are always
kept clean and any issues are reported to the Team leader. If a home visit is to be performed to ensure that all home visits, subject to the priority of those calls are carried out immediately and efficiently; in adherence to home visiting guidelines, using the quickest and safest routes available, whilst adhering to all speed limits and other restrictions. Enter information into the Toughbook, at the visiting clinicians request. If the computer system fails and the home visiting team needs to take details over the mobile telephone, the CCO must take notes in a legible script. Be pro-active where possible in identifying any potential danger/problems when clinicians are visiting patients homes and report these back to base. To provide emergency Receptionist cover at Primary Care Centers To perform any other relevant duties dictated by the service's changing needs or operational demand. The post holder will be required to comply with the duties placed on employees of
the Badger Group as set out in the Health and Safety at Work Policy and related procedures. The post holder has a legal obligation to make positive efforts to maintain their own personal safety and that of others by taking reasonable care, carrying out requirements of the law and following recognised codes of practice